Summary
Overview
Work History
Education
Skills
Certification
Work Preference
Timeline
CustomerServiceRepresentative

Balor Roberts

Springfield,MO

Summary

Mission-driven and industry-experienced manager and administrator with a passion for providing quality client and customer engagement and solutions. Highly adaptable self-motivator with excellent problem-solving skills and emotional intelligence. Demonstrated aptitude at leading and developing multiple teams and employees at once, fostering collaborative team environments.

Overview

4
4
years of professional experience
1
1
Certification
4
4
years of post-secondary education

Work History

Senior Customer Service Manager

AIS GROUP LLC
Mandeville, LA
01.2020 - 02.2024
  • Established an analysis program to drive quantitative improvements relating to customer service
  • Boosted employee and client retention
  • Improved collaboration between young and old accounts
  • Created systems to establish customer and client satisfaction, engagement and inquiries
  • Resolved inquires using implemented survey systems and direct support
  • Responsible for translating feedback into actionable products and roadmap ideas
  • Coached a team of customer service professionals from hiring to throughout the business hiring cycle
  • Tracked customer and client metrics, personally altering, and adjusting to ensure customer satisfaction
  • Expanded CS team from 3 to 15 employees
  • Provided direct support through phone, email, and chats, ensuring solution and satisfaction
  • Collaborated with sales to engage possible customers and to incentivize current customers
  • Act as a sponsor for customer advocacy, meeting and addressing teams on possible situations
  • Onboarded and developed employees based on best practices for customer support
  • Collaborated with third-parties to satisfy and attain customer solutions
  • Act as a sponsor for customer advocacy, meeting and addressing teams on possible situations
  • Generated and closed on leads for clients ranging from the hundreds of thousands to million-dollar accounts.
  • Provided leadership, guidance and support to customer service representatives.
  • Improved upon customer satisfaction by implementing customer service policies
  • Built strong relationships with internal stakeholders across all levels of the business.
  • Generated reports on customer service metrics such as response times and quality ratings.

IT Administrator

AIS GROUP LLC
Mandeville, LA
02.2020 - 12.2023
  • Archived floating information to utilize for future clientele
  • Replaced company technological systems for state-of-the-art software and systems
  • Reviewed and improved upon budgetary and financial concerns, increasing revenue by 15%
  • Saved the company technological repair issues, personally performing help desk work for clients and employees
  • Implemented new Debtmaster software
  • Added VPN to login remotely for employees
  • Implemented new security systems for client and employee information
  • Developed and implemented IT policies and procedures to ensure compliance with industry standards.

Technical Support Representative (Seasonal-Remote)

Amazon
Remote
03.2021 - 06.2021
  • Utilized layered computer systems to assess and correct issues and problems for customers
  • Assisted customers with orders, technologies, and products from Amazon
  • Worked inside a team to meet goals and expectations within Amazon
  • Used different troubleshooting methods with varied technologies
  • Muti-tasked with speaking, entering customer data, and messaging while troubleshooting customer issues over the phone.

Education

High School Diploma -

Lakeshore High School
Mandeville, LA
05.2020

B.S. Science - Business Administration, Information Technology Management -

Western Governors University
08.2020 - Current

Skills

  • Strategic Planning
  • Client Relations
  • Customer Account Management
  • Revenue Growth
  • Sales proficiency
  • Customer Retention
  • Stakeholder Management
  • Business Development
  • Network Administration
  • User Training
  • Team Collaboration
  • Team Development
  • Performance Management
  • MS Word, Excel, and Outlook
  • PowerPoint

Certification

  • Fundamentals of HTML, CSS and JavaScript, 2019-08-01
  • Advanced JavaScript, Functional Programming, and Web Development, 2019-12-01
  • Google IT Support Professional, 2021-04-01

Work Preference

Work Type

Full Time

Work Location

Remote

Important To Me

Work from home option

Timeline

Technical Support Representative (Seasonal-Remote)

Amazon
03.2021 - 06.2021

B.S. Science - Business Administration, Information Technology Management -

Western Governors University
08.2020 - Current

IT Administrator

AIS GROUP LLC
02.2020 - 12.2023

Senior Customer Service Manager

AIS GROUP LLC
01.2020 - 02.2024

High School Diploma -

Lakeshore High School

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Balor Roberts