Alexander Roche
Clermont,FL
Summary
Experienced Call Center Customer Service Representative committed to providing courteous, prompt, and accurate support. Experienced in managing outbound and inbound calls and handling matters with patience and tactfulness. While also a lengthy track record of over 10 years experience in team leading.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Team Leader
Publix
11.2012 - Current
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Led by example through consistently maintaining excellent performance standards.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
Call Center Representative
Banker's Life
02.2020 - 05.2023
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving any issues and ensuring client satisfaction at all times.
- Developed rapport with customers through attentive listening and creating positive experiences even through tough situations.
Career Agent
Globe Life
05.2023 - 11.2023
- Completed over 100 cold and warm calls each day to build connections and set up appointments.
- Crafted clear, informative reports to explain life insurance policy features and benefits.
- Provided exceptional customer service by addressing concerns promptly and maintaining open lines of communication through presentations or over call.
- Improved client retention rates by offering tailored policy recommendations that met their certain requirements and goals.
Construction Assistant
Independent Contract
05.2012 - 09.2012
- Loaded, unloaded, and moved material to and from storage and production areas.
- Gathered and disposed of worksite debris to remove safety hazards.
- Maintained tools and equipment in good working condition.
Education
Associate of Arts - Anthropology
Lake Sumter State College
Clermont, FL04.2015
Skills
- Customer Service Management
- Complaint resolution
- Call center experience
- Retail store support
- Time Management
- Multitasking and Prioritizing
- Problem-Solving
- Computer Proficiency
- Data Entry
- Inbound/Outbound phone calls
- Technical Support
Certification
- Life, Health and Variable Annuities Agent license- Florida Department of Insurance.
Languages
English
Native or Bilingual
Spanish
Professional Working
French
Professional Working
Timeline
Career Agent
Globe Life
05.2023 - 11.2023
Call Center Representative
Banker's Life
02.2020 - 05.2023
Customer Service Team Leader
Publix
11.2012 - Current
Construction Assistant
Independent Contract
05.2012 - 09.2012
Associate of Arts - Anthropology
Lake Sumter State College