Ari Glosson
Los Angeles,CA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Successful Customer Service Advocate with 17 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
16
16
years of professional experience
Work History
Customer Service Advocate
United Health Care
08.2022 - Current
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Increased efficiency and team productivity by promoting operational best practices.
- Cross-trained and backed up other customer service managers.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Call center high pace call volume
- Implemented new strategies to reduce average call handling time while maintaining high-quality service.
- Help large volume of customers every day with positive attitude and focus on customer satisfaction.
- Conducted regular training sessions for new hires to ensure consistent service delivery across the team.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Responded to customer requests for products, services, and company information.
- Contributed to the creation of an engaging and supportive work culture, fostering a high level of employee morale and commitment to service excellence.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Respond proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
- Answer customer telephone calls promptly to avoid on-hold wait times.
Scale House Operator
ELG Metals Inc
10.2007 - Current
- Verified track sheet and communicate with transloaders to monitor accuracy of loaded products.
- Followed up with customers to handle delays or other issues.
- Operate weigh scales and issue tickets when necessary.
- Dispatch orders to drivers for efficiency.
- Maintain accurate documentation and process payments efficiently to keep waiting at minimum.
- Guide operators to correct railcar location.
- Greet customers and provide excellent service to internal and external clients.
- Compiled data on daily collections, billings and receipts to assist with financial recordkeeping.
- Identify and remove products not meeting outlined quality standards.
- Check loads to identify contents and unauthorized or highly regulated materials.
- Report discrepancies and shortages to help keep line on-track.
- Conferred with customers to handle issues related to products, materials and services related to scale operations.
- Data Entry Clerk
- Schedule inbound and outbound appointments
Education
High School Diploma -
Smart Horizons Career Online Education
City Of Los Angeles, CA02.2022
Skills
- Outbound Scale Operations
- Inspections
- Shipping Documentation
- Clerical Support
- Interpersonal Communication
- Training and Development
- Written Communication
- MS Office
- Administrative support
- Multi-line phone talent
- Receiving support
- Shipping procedures understanding
- Professional telephone demeanor
- Training development aptitude
- Order documentation
- Complaint Investigation
- Teamwork and Collaboration
- Administrative and Office Support
- Product and service knowledge
- Paperwork Processing
- Policies and Procedures Adherence
- Microsoft Excel
- Policy Review
- Following scripts
- Payment Processing
- Administrative Support
- Call center experience
- Appointment Setting
- Inbound Call Management
- Data Entry
- Call Center Operations
- Document Control
- Reading Comprehension
- Account Updates
- Data Collection
- Computer Proficiency
- Complaint Handling
- Data Management
- Team Development
Timeline
Customer Service Advocate
United Health Care
08.2022 - Current
Scale House Operator
ELG Metals Inc
10.2007 - Current
High School Diploma -
Smart Horizons Career Online Education