ERIC BRADLEY
Adecco Staffing Solutions
Pittsburgh,PA
18
Years of experience
Attentive Customer Service Representative with over 10 years of experience achieving customer service satisfaction and customer retention goals. Independent, quick-thinking team player with strong communication skills, project management skills, and a focus on handling multiple tasks effectively in fast-paced environments. Friendly and enthusiastic Customer Service Specialist who consistently meets customer service satisfaction goals. Results-oriented customer service professional who excels at uncovering customer needs, finding solutions, and handling objections while supporting team objectives and optimizing processes. Detail-oriented individual recognized for taking a proactive approach to identifying and addressing issues. Proven ability to handle multiple tasks effectively and efficiently while maintaining focus on customer service, communication, and process support.
Work History
Customer Support Specialist -REMOTE
1 Year 1 Month- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Resolved customer inquiries through multiple channels, enhancing satisfaction and loyalty.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Researched and identified solutions to technical problems.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Resolved customer complaints with empathy and patience, restoring client confidence in company.
Senior Customer Service Representative
1 Year 3 Months- Processed, scheduled and executed customer orders for new and established customers.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
- Escalated issues to proper supervisors when standard processes were not effective.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
- Reduced call wait times by implementing effective time management techniques within the team.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
CUSTOMER SERVICE SPECIALIST II-Online Banking
6 Years 10 Months- Gathered and verified all required customer information for tracking purposes.
- Addressed and resolved customer product complaints empathetically and professionally.
- Effectively managed a high-volume of inbound and outbound customer calls.
- Answered a constant flow of customer calls with up to 3 calls in queue per minute.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Responded to customer requests for products, services, and company information.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met or exceeded service and quality standards every review period.
- Maintained up-to-date knowledge of product and service changes.
CUSTOMER SERVICE SPECIALIST
4 Months- Responded to all customer inquiries thoroughly and professionally.
- Coordinated between billing department and customers to resolve problems.
- Documented all customer inquiries and comments thoroughly and quickly.
- Referred unresolved customer grievances to designated departments for further investigation.
- Greeted customers in a timely fashion, while quickly determining their needs.
- Answered customer questions about product availability and shipment times.
Working in a call center environment taking inbound calls concerning Verizon Fios
Cable TV, Internet and phone service. Selling packages and upgrades.
CUSTOMER SERVICE SPECIALIST II (RETENTION)
1 Year 1 Month- Working in a call center environment taking inbound calls from American Express customers regarding billing issues and upgrading accounts.
- Offering additional benefits that might enhance to customer relationship with American Express.
- Maintained friendly and professional client interactions at all times.
ASSISTANT DIRECTOR OF ADMISSIONS
2 Years 9 Months- Working in a call center environment taking over 50 inbound calls from potential students per day who are interested in Online Classes.
- Assisting them with picking a degree program and taking them through the steps from the application, financial aid and the enrollment process and the first day of classes.
- Maintaining constant interaction with students during the process and making sure all documents are collected in a timely manner.
- Maintained friendly and professional student interactions at all times.
Education
Associate of Science - BUSINESS/LEGAL STUDIES
Associate of Science
- Emphasis in Business
- Continuing education in Business
Skills
Customer service
Exceptionally communication skills
Call center operations
Customer interface expertise
Strong problem solving aptitude
Strong conflict resolution skills
Exceptional workflow management
Microsoft Outlook
Word and Excel
Adheres to customer service procedures
Strong interpersonal skills
Team building expertise
Detail-oriented
Goal-oriented
Self-sufficient
Positive and friendly
Timeline
Customer Support Specialist -REMOTE
Adecco Staffing Solutions
09.2025 - CurrentRead More
Senior Customer Service Representative
IBEX Global Pittsburgh, Pa (202)580-6200
03.2024 - 06.2025Read More
CUSTOMER SERVICE SPECIALIST II-Online Banking
CITIZENS BANK
03.2015 - 01.2022Read More
CUSTOMER SERVICE SPECIALIST
VERIZON FIOS
03.2014 - 07.2014Read More
CUSTOMER SERVICE SPECIALIST II (RETENTION)
ALORICA- AMERICAN EXPRESS
04.2013 - 05.2014Read More
ASSISTANT DIRECTOR OF ADMISSIONS
EDMC
02.2009 - 11.2011Read More
POINT PARK UNIVERSITY
Associate of Science
Read More
COMPUTER SYSTEMS INSTITUTE
Associate of Science from BUSINESS/LEGAL STUDIES
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