Alex Gray
Pittsburgh,PA
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
13
13
years of professional experience
Work History
Lead Steward
Fairmont Hotel Downtown Pittsburgh
10.2010 - 11.2011
- Scraped, washed and efficiently restacked dishware, utensils, and glassware to keep kitchen ready for customer demands.
- Stepped into additional roles during busy times to boost coverage of important stations.
- Accepted opportunities to learn new skills, improve performance and cross-train for other positions.
- Boosted team efficiency by keeping kitchen areas organized, clean, and properly sanitized.
Customer Service Representative/Retention Agent
IBEX Global
07.2013 - Current
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Utilized customer service software to manage interactions and track customer satisfaction.
Traveling Trainer
IBEX Global
07.2013 - Current
- Traveled to San Antonio, TX in April 2017 to train new hires on work site for 2 weeks.
- Traveled to Elkins, WV to train new hires on work site for 3 weeks.
- Traveled to Beckley, WV to train new hires on work site for 2 months.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Analyzed team performance and identified opportunities for additional training.
- Monitored participant workflow and behaviors throughout training process.
- Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
- Provided coaching and mentoring to employees.
Sales Coordinator
IBEX Global
07.2013 - Current
- Kept detailed records of sales and customer information in CRM software, updating database regularly to maintain top-notch service.
- Improved productivity by increasing customer communication and responding to feedback.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Compiled client profiles and entered information into operating system.
- Maintained long-term relationships with high net-worth clients.
- Trained and mentored new sales representatives.
Executive Escalations Agent
IBEX Global
07.2013 - Current
- Worked with clients and risk management specialists to provide meaningful solutions that met client needs.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- Proved successful working within tight deadlines and a fast-paced environment.
- Listened to agent calls and provided positive feedback for the client and agent’s coaches to improve agent skills.
- Logged agent activity to improve client and customer relation opportunities.
- Received calls from customer service and retention agents to further assist customers who need expert level of assistance.
Education
Associates - Business Administration And Management
Pittsburgh Technical College
Oakdale, PA10.2013
Deploma -
Pittsburgh Allderdice High School
Pittsburgh, PA06.2009
Skills
- Account Updating
- Consultative Sales
- Product Knowledge
- Scheduling
- Appointment Scheduling
- Call Management
- Microsoft Excel
- Computer Proficiency
- Microsoft Office Suite
- Brand Representation
- Team Development
- Product Promotion
- Staff Training
- Technical Support
- Professional Telephone Demeanor
- Reading Comprehension
- Active Listening
- Microsoft Outlook
- Prioritization
- Customer Relations
- Client Relations
- Customer Service
- Time Management
- Adaptability
Timeline
Customer Service Representative/Retention Agent
IBEX Global
07.2013 - Current
Traveling Trainer
IBEX Global
07.2013 - Current
Sales Coordinator
IBEX Global
07.2013 - Current
Executive Escalations Agent
IBEX Global
07.2013 - Current
Lead Steward
Fairmont Hotel Downtown Pittsburgh
10.2010 - 11.2011
Associates - Business Administration And Management
Pittsburgh Technical College
Deploma -
Pittsburgh Allderdice High School