Summary
Overview
Work History
Education
Skills
Awards
References
Timeline
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Dylan Conrad

South Salt Lake,UT

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

9
9
years of professional experience

Work History

Customer Service Rep

Net Credit
11.2023 - Current
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered constant flow of customer calls with minimal wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responded to customer requests for products, services, and company information.

Pharmacy Agent

Beehive Farmacy
01.2023 - 11.2023
  • Resolved caller issues quickly and thoroughly.
  • Handled and promptly resolved customer complaints to maintain professional relationships.
  • Informed clients of policies and procedures.
  • Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
  • De-escalated and resolved customer complaints with punctual, polite and professional service.
  • Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
  • Established strong customer relationships, building recommendations and loyalty.
  • Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
  • Advised customers about new products and assisted customers in determining best [Type] product for needs.

Vehicle Support Specialist

Tesla
10.2019 - 11.2021
  • Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
  • Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
  • Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
  • Mentored junior team members in mastering complex technical concepts, bolstering the overall capabilities of the support unit.
  • Enhanced user experience by providing comprehensive troubleshooting guidance for various software and hardware systems.

Customer Support Representative

Netflix
02.2015 - 05.2017
  • Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
  • Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
  • Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
  • Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.
  • Exceeded performance metrics by consistently providing high-quality support to clients.
  • Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.

Education

High School Diploma -

Granger High School
08.2009

Skills

  • People person
  • Time management
  • Communication
  • Quick learner
  • 50 WPM
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Data Collection
  • Payment Processing
  • Customer satisfaction measurement
  • Professional telephone demeanor

Awards

Netflix Q1 Top Agents: Named one of Netflix's top customer service agents in 2016 Q1 Conference.

References

  • Fabien Maldonado, personal reference, 801-879-8409
  • Kris Hatt, Past Colleague at Netflix, (801) 931-7268
  • Jake Baunter, Personal Reference, (801) 637-0515
  • Mark Case, Personal Reference, (801) 419-1814

Timeline

Customer Service Rep

Net Credit
11.2023 - Current

Pharmacy Agent

Beehive Farmacy
01.2023 - 11.2023

Vehicle Support Specialist

Tesla
10.2019 - 11.2021

Customer Support Representative

Netflix
02.2015 - 05.2017

High School Diploma -

Granger High School

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Dylan Conrad