Benjamin Rich
Albuquerque,NM
Summary
Dynamic customer service leader with proven success at MVD Express, enhancing client loyalty through exceptional problem resolution and team training. Skilled in escalation management and complaint handling, I consistently foster positive relationships while driving performance metrics. Adept at multitasking, I ensure swift resolutions and superior service quality in fast-paced environments.
Overview
8
8
years of professional experience
Work History
Lead Customer Service Agent
MVD Express
07.2023 - 04.2025
- Boosted company reputation by consistently delivering exceptional customer support and maintaining positive client relationships.
- Led a team of customer service agents to achieve top-level performance metrics in key areas such as response time, resolution rate, and customer satisfaction scores.
- Developed comprehensive knowledge of products and services, enabling swift problem-solving for customers.
- Engaged clients in person and over phone to answer questions and address complaints.
- Reviewed associate performance to identify training needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Trained new personnel regarding company operations, policies and services.
- Trained staff on operating procedures and company services.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
Live Chat Agent
Alorica
04.2017 - 11.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Trained and guided team members to maintain high productivity and performance metrics.
- Trained new hires on company policies, procedures, and best practices, ensuring consistent service quality across the team.
Education
Business & Accounting
High School Diploma -
06-1995
Skills
- Call center experience
- Complaint handling
- Escalation management
- Team member training
- Help desk support
- Credit card processing
- Account management
- Team training and leadership
- Problem-solving skills
- Multitasking
- Understanding customer needs
- Problem resolution
Timeline
Lead Customer Service Agent - MVD Express
07.2023 - 04.2025
Live Chat Agent - Alorica
04.2017 - 11.2021
Mercer County Community College - , Business & Accounting
NOTTIGHAM HIGH NORTH - High School Diploma,
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