Alvin Drawdy
Rochester
Summary
Customer service professional with extensive experience at Charter Communications, specializing in conflict resolution and customer relationship management. Demonstrated ability to enhance user experience through effective communication and problem-solving skills. Committed to delivering exceptional service and fostering positive customer interactions to ensure satisfaction and loyalty.
Overview
10
10
years of professional experience
Work History
Customer Service Representative (Rep2)
Charter communications
Rochester
01.2023 - Current
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with inquiries and resolved service issues efficiently.
- Educated customers on products and services to enhance user experience.
- Answered customer inquiries and provided accurate information regarding products and services.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Developed strong relationships with customers through personalized assistance and support, fostering loyalty.
- Developed positive relationships with customers through friendly interactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Provided training support to new staff on company policies and procedures.
- Guided new customer service representatives to improve their communication skills.
- Mentored new customer service representatives in effective communication techniques.
Stocker
Walmart
Covington
01.2018 - 11.2022
- Delivered outstanding customer service by fostering a friendly shopping environment.
- Performed constant replenishment of shelves.
- Restored store appearance and organization during downtime to enhance customer experience.
- Conducted inventory scan outs to ensure accurate tracking of merchandise.
- Operated electronic scanners and cash registers.
- Processed debit and credit card transactions.
- Balanced a cash drawer at the beginning and end of each shift.
- Fulfilled tasks designated by the manager.
- Performed modular changes.
Customer Sales Representative
Dial America - SiriusXM
Rochester
08.2017 - 12.2017
- Upsold products and services, enhancing customer experience and increasing sales opportunities
- Identifying and resolving customer issues using problem-solving skills
- Built positive rapport with diverse personality types, fostering customer loyalty and satisfaction
- Maintained comprehensive knowledge of clients' products, services, and promotions to effectively address customer needs
- Ensured a positive customer experience by maintaining a polite and professional demeanor in all communications.
- Answering customer requests or inquiries
- Recorded customer information, communications, and sales in a computer system
Team Member
KFC
Rochester
10.2016 - 11.2017
- Greeted customers warmly and assisted with purchases to enhance their shopping experience.
- Processed meal orders efficiently while building rapport to foster customer loyalty.
- Resolved customer needs using professionalism and sensitivity.
- Managed cash register operations, ensuring accurate transactions to promote customer satisfaction.
- Rotated stock and supplies regularly to ensure preparation was ready for the next shift.
- Cleaned fryers and flour sifter regularly to maintain a safe and efficient kitchen environment.
Education
High school diploma - Computer Information Systems
Overhills High School
Spring Lake, NC07-2015
Skills
- Physical stamina
- Logistics coordination
- Warehouse operations
- Product sourcing
- Active listening
- Customer relationship management
- Cash management
- Financial transactions
- Order Picking
- Upselling
- Order fulfillment
- Sales strategies
- Logistics operations
- Inventory Control
- Money Handling
- Money Management
- Time Management
- Punctuality
- Relationship management
- Adaptability and flexibility
- Stress management
- Strong teamwork
- Critical thinking
- Product knowledge
- Product and service solutions
- Freight Experience
- Product solutions
- Call handling
- Produce Experience
- Call management
- Customer education
- Customer support
- Collaborative skills
Personal Information
Work Permit: Authorized to work in the US for any employer
Accomplishments
Charter Values Award 3/3/2023
Timeline
Customer Service Representative (Rep2)
Charter communications
01.2023 - Current
Stocker
Walmart
01.2018 - 11.2022
Customer Sales Representative
Dial America - SiriusXM
08.2017 - 12.2017
Team Member
KFC
10.2016 - 11.2017
High school diploma - Computer Information Systems
Overhills High School