Austin Rourke
Jacksonville,FL
Summary
Empathetic Customer Care Advocate known for high productivity and efficiency in task completion. Skilled in conflict resolution, effective communication, and customer relationship management. Excel at leveraging active listening, empathy, and problem-solving skills to enhance customer satisfaction and foster loyalty. Committed to providing exceptional service and support with every interaction.
Overview
11
11
years of professional experience
Work History
Customer Care Advocate
Total Military Management
Jacksonville, FL
02.2022 - 06.2024
- Developed positive relationships with customers through friendly conversations.
- Managed escalated calls from customers who are dissatisfied with service received.
- Developed strategies for improving customer experience by proactively addressing potential obstacles or difficulties.
- Managed inbound and outbound customer service calls, ensuring high-quality support.
- Participated in team meetings to discuss new initiatives and ideas for enhancing the overall customer experience.
- Tracked orders and communicated order status updates to customers as needed.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail, or fax as follow-up.
Statistical Analyst
CBS Sports
Jacksonville, FL
09.2021 - 12.2021
- Provided technical support in the form of statistical advice when needed by other departments.
- Recorded specific stats for the Jacksonville Jaguars and their opponents at EverBank Stadium for broadcasters to announce during live games.
- Spoke with New York broadcasters and advised the placement of the ball and first down markers while in the booth with the announcers.
- Developed tools for efficient extraction of relevant information from databases.
Internship Student
Jacksonville Jumbo Shrimp Baseball Club
Jacksonville, FL
05.2021 - 08.2021
- Developed and implemented sales strategies to increase merchandise revenue.
- Provided customer service support and answered inquiries regarding ticket sales.
- Assisted in the coordination of promotional campaigns for upcoming events.
- Assisted customers at box office or will call areas by responding to wide range of questions, inquiries and issues.
Customer Service Supervisor
Adventure Landing Jacksonville Beach
Jacksonville, FL
05.2013 - 08.2015
- Analyzed feedback from customers to identify trends in order to improve the overall quality of services provided by the department.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
- Provided exceptional customer service by addressing complaints in a timely manner and resolving issues quickly and effectively.
- Responded promptly to emergency situations such as mechanical breakdowns or accidents; administered first aid when necessary.
- Stocked service areas with supplies such as napkins, utensils, condiments, glassware.
Education
Bachelor of Science - Sports Management
Emmanuel College
Franklin Springs, GA12-2023
Associate of Science - Recreation Management
Tompkins-Cortland Community College
Dryden, NY08-2019
High School Diploma -
Terry Parker High School
Jacksonville, FL06-2015
Skills
- Follow-up skills
- Active Learning
- Customer Service
- Time Management
- Adaptability
- Reliability
- Active Listening
- Assertiveness
Timeline
Customer Care Advocate
Total Military Management
02.2022 - 06.2024
Statistical Analyst
CBS Sports
09.2021 - 12.2021
Internship Student
Jacksonville Jumbo Shrimp Baseball Club
05.2021 - 08.2021
Customer Service Supervisor
Adventure Landing Jacksonville Beach
05.2013 - 08.2015
Bachelor of Science - Sports Management
Emmanuel College
Associate of Science - Recreation Management
Tompkins-Cortland Community College
High School Diploma -
Terry Parker High School
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