Edward Balbi
WORCESTER,MA
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of a team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
3
3
Languages
2027
2027
years of professional experience
Work History
Customer Service Representative
Duva Distributor
WORCESTER, ME
07.2018 - Current
- Assisted customers with product inquiries and order placements.
- Managed customer complaints and resolved issues effectively.
- Collaborated with team members to improve service delivery methods.
- Handled high-volume call traffic while ensuring quality service standards.
- Trained new staff on customer service protocols and systems usage.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
Call Center Manager
Samsung Electronics
Worcester, ME
10.2016 - 09.2018
- Oversaw daily operations of customer service team at leading electronics manufacturer.
- Managed scheduling and staffing to meet fluctuating call volume demands.
- Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Resolved escalated customer complaints in an efficient manner while maintaining positive relationships with clients.
- Developed training programs to enhance staff skills and service quality.
- Motivated and promoted team employees from within for key leadership roles.
- Assisted in hiring new personnel when needed as well as provided ongoing training and development initiatives.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Maintained up-to-date knowledge of industry trends and customer service best practices.
- Delegated work to staff, setting priorities and goals.
- Implemented quality control measures to uphold company standards.
Sortation Associate
Amazon
WORCESTER, ME
- Sorted packages efficiently for timely delivery to customers.
- Operated material handling equipment to move goods within the facility.
- Followed safety protocols to maintain a secure work environment.
- Collaborated with team members to ensure smooth workflow processes.
- Scanned barcodes on packages using RF scanners.
- Reported any damaged shipments immediately to supervisor.
- Collaborated with other team members to ensure efficient workflow of packages through the process line.
- Provided support during peak periods by working extended shifts when required.
- Organized packages into designated containers for delivery.
- Sorted packages into delivery routes by factors such as size, weight and destination.
- Monitored package flow throughout the facility and made adjustments as necessary.
- Ensured all safety regulations were followed at all times while operating machinery.
- Managed inventory of supplies such as labels, packaging materials.
- Determined shipping methods, routes or rates for materials to be shipped.
Education
Claremont Academy
WORCESTER, MASkills
- Chat support
- Client support
- Issue resolution
- Quality assurance
- Data accuracy
- Data input
- Team collaboration
- CRM management
- Technical support
- Microsoft Office
- Microsoft Outlook
- Microsoft PowerPoint
- Software usage
- Scanning
- Logistics management
- Shipping logistics
- Team collaboration
- Team building
- Staff training and development
- Account management
- Problem-solving
- Team building
- Shipping logistics
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Portuguese
Elementary
Timeline
Customer Service Representative
Duva Distributor
07.2018 - Current
Call Center Manager
Samsung Electronics
10.2016 - 09.2018
Sortation Associate
Amazon
Claremont Academy