Summary
Overview
Work History
Education
Skills
Timeline
Generic

Biko Robinson

Augusta,GA

Summary

Professional with robust experience in order support, adept at managing customer inquiries, processing orders, and ensuring timely fulfillment. Proven track record in optimizing workflows and collaborating with cross-functional teams to meet and exceed expectations. Highly reliable and adaptable, skilled in problem-solving, communication, and maintaining high standards of accuracy and efficiency.

Overview

15
15
years of professional experience

Work History

Order Support Specialist

VXI Global
07.2022 - Current
  • Delivered outstanding service by promptly addressing customer concerns via phone calls or emails throughout their entire purchasing journey.
  • Streamlined order processing for timely deliveries, utilizing strong organizational skills.
  • Conducted regular audits of ongoing orders to ensure compliance with company policies, procedures, and standard operating guidelines.
  • Provided exceptional support to sales representatives, assisting in closing deals and meeting sales targets.
  • Input order information into system and updated customer accounts to document and track customer orders.
  • Examined orders to confirm accuracy, completeness and adherence to customer requirements.
  • Processed customer orders in line with established policies and procedures.
  • Communicated with customers to address order inquiries, changes and cancellations.
  • Generated invoices and shipping labels to properly bill and ship customer orders.
  • Assisted customers by providing tracking information and resolving shipping or merchandise issues.
  • Informed customers by mail or telephone of order information such as unit prices, shipping dates and anticipated delays.
  • Created shipping and invoicing documents with accurate customer, destination, and materials information to meet shipper standards and identify any hazardous contents.
  • Utilized customer service software to accurately enter customer data, process orders and update customer records.
  • Maximized customer satisfaction by checking outgoing documents and shipment labels for accuracy and conformance to outlined customer requirements and preferences.
  • Contacted customers to collect payments and verify or add to existing information, consistently providing timely, accurate and customer-oriented service.
  • Recommended merchandise and services that would meet customer needs.

Technical Support Representative

Clearwave Communications
07.2019 - 07.2022
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Used ticketing systems to manage and process support actions and requests.
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
  • Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
  • Managed high levels of call flow and responded to technical support needs.
  • Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
  • Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.

Collections Agent

Transworld Systems Inc.
10.2017 - 07.2019
  • Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
  • Processed payments and applied to customer balances.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Negotiated to collect balance in full.
  • Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
  • Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
  • Increased productivity levels through efficient time management and prioritization of daily tasks.
  • Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
  • Persistently reached out to customers with extremely past due accounts to recover lost revenue.
  • Counseled debtors on payment options and arranged installment agreements.
  • Negotiated with account holders to devise repayment plans and minimize collections receivables.
  • Recognized as a top performer within the team for consistently surpassing goals and maintaining high levels of client satisfaction.
  • Promoted a positive work environment by contributing innovative ideas for process improvement within the team.

Gas Station Clerk

Greg's Gas Plus
03.2013 - 10.2017
  • Checked customer identification for alcohol, cigarette, and lottery sales.
  • Provided accurate cash handling and timely transactions, ensuring smooth operations at the register.
  • Enhanced customer satisfaction by providing efficient and friendly service at the gas station.
  • Maintained clean and orderly work station.
  • Managed inventory and restocked shelves as needed to maintain adequate product availability.
  • Maintained a clean and organized store environment for improved customer experience.
  • Replenished products on shelf, rotated products and confirmed adherence to code dating procedures.
  • Completed end-of-shift paperwork accurately and promptly for seamless handoff between shifts.
  • Cleaned up gas and other spills in accordance with spill procedures.
  • Rang up customers' orders by scanning products and keying prices into register.
  • Assisted in maintaining back room operations by unloading deliveries.
  • Built trustful relationships with customers to encourage return visits.
  • Performed daily equipment inspections to identify potential maintenance needs and prevent operational downtime.
  • Assisted customers with fueling their vehicles, ensuring proper safety guidelines were followed.
  • Maintained inventory of all saleable items.
  • Processed fuel and merchandise transactions by operating POS system with accuracy.

Cashier/Warehouse Stocker

Family Dollar
04.2010 - 03.2013
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Restocked and organized merchandise in front lanes.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Stocked, tagged and displayed merchandise as required.
  • Answered questions about store policies and addressed customer concerns.
  • Enhanced customer satisfaction by providing efficient and accurate cash transactions.
  • Promoted store promotions and incentive programs to increase overall sales revenue.
  • Managed inventory levels effectively, reducing stock shortages and minimizing wastage.
  • Improved store atmosphere with thorough and prompt cleaning of checkout area.
  • Implemented loss prevention strategies, reducing instances of theft at checkout.

Education

GED -

Augusta Technical College
Augusta, GA

Skills

  • Strong communication skills
  • Order processing expertise
  • Sales support
  • Documentation management
  • Inventory management proficiency
  • Supply chain
  • Order picking
  • Data entry skills
  • Safety practices
  • Order tracking
  • Purchase order management
  • Customer service
  • Active listening
  • Critical thinking
  • Customer relations
  • Problem resolution
  • Relationship building
  • Call center experience
  • Computer proficiency
  • Conflict resolution
  • Payment arrangement
  • Skip tracing
  • Collections processing
  • Account management
  • Debt negotiation
  • Credit adjustments
  • Empathy and patience
  • Cross-functional support
  • CRM software proficiency
  • Software troubleshooting
  • Teamwork and collaboration
  • Technical troubleshooting
  • Technical support
  • Product troubleshooting
  • Remote support

Timeline

Order Support Specialist

VXI Global
07.2022 - Current

Technical Support Representative

Clearwave Communications
07.2019 - 07.2022

Collections Agent

Transworld Systems Inc.
10.2017 - 07.2019

Gas Station Clerk

Greg's Gas Plus
03.2013 - 10.2017

Cashier/Warehouse Stocker

Family Dollar
04.2010 - 03.2013

GED -

Augusta Technical College

Similar Profiles

CREATE PROFILE
Biko Robinson