Summary
Overview
Work History
Education
Skills
Timeline
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Bruno Durand

North Miami,FL

Summary

Talented individual with more than 10+ years of experience in Customer service along with a gift for understanding the needs of both the business and the consumer. Also versed in troubleshooting technical issues and am capable of providing support on Windows, Linux and Mac systems with valuable skills in resolving problems quickly on first call.

Overview

10
10
years of professional experience

Work History

Customer Service Specialist

Assurant
12.2022 - Current
  • Handle in-bound calls from customers by researching and resolving inquiries involving hazard insurance, mortgage banking, and property loss.
  • Listening to customer's concerns and showing empathy while resolving their issues
  • Understanding each customer's unique issue while effectively engaging and providing the correct assistance to avoid any future issues
  • Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer's needs.

Customer Sales Representative

Arise
11.2018 - 12.2022
  • Assisted call-in customers with questions and orders.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Educated customers on promotional options, sales policies and methods for obtaining desired results from company offerings.
  • Emphasized product specifications to meet customer needs.
  • Managed over 50 customer calls per day.

Technical Support Representative

Teleperformance USA
11.2016 - 10.2018
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Translated complex technical issues into digestible language for non-technical users.
  • Used ticketing systems to manage and process support actions and requests.
  • Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.

Customer Service Representative

Interactive Response Technologies
09.2014 - 01.2016
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Delivered excellent customer service, resulting in consistent 95% customer satisfaction rating

Education

Some College (No Degree) - Computer Engineering Technology

Miami Dade College
Miami, FL

High School Diploma -

North Miami Beach High School
North Miami Beach, FL
06.2013

Skills

  • Organizational Skills
  • Call Center Operations
  • Microsoft Windows and Office
  • Technical Troubleshooting
  • Friendly and Patient
  • LAN and WAN Assessment
  • De-Escalation Techniques
  • Client Rapport-Building

Timeline

Customer Service Specialist

Assurant
12.2022 - Current

Customer Sales Representative

Arise
11.2018 - 12.2022

Technical Support Representative

Teleperformance USA
11.2016 - 10.2018

Customer Service Representative

Interactive Response Technologies
09.2014 - 01.2016

Some College (No Degree) - Computer Engineering Technology

Miami Dade College

High School Diploma -

North Miami Beach High School

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Bruno Durand