Gary Baker
Customer Service Speclist Manager
Surprise,AZ
Summary
With over 25 years of customer service and order management experience, this enthusiastic Senior Customer Service Representative adds value to businesses by providing outstanding customer service, engaging customers, and building strong relationships with buyers. They have a strong command of the company's customer service policies and remain well-trained in product knowledge, allowing them to offer quick and accurate assistance to customers. Operating at a high level, they consistently meet or exceed business quality and productivity standards. Their unwavering dedication to retaining customers, boosting revenue, and resolving conflicts makes them an adaptable and responsive team player. Additionally, their detail-oriented nature and strong organizational skills enable them to handle multiple projects simultaneously with a high degree of accuracy. By consistently offering industry-leading service and support, they maximize customer satisfaction.
Overview
13
13
years of professional experience
Work History
Sr Customer Service Specialist
The Producers Group
08.2022 - Current
- Assisted customers with inquiries related to product features, pricing information and order status updates
- Implemented innovative solutions to enhance customer experience while reducing operational costs
- Demonstrated excellent communication skills when interacting with customers via phone, email or chat channels
- Provided guidance, support and training to staff on customer service techniques and strategies
- Performed root cause analysis of customer complaints and feedback to identify areas for improvement in the customer service process.
Sr Sales Specialist Manager
Prudential
01.2021 - 07.2022
- Achieved long-term, loyal customer relationships by providing excellent service and problem solving
- Responded promptly and answered/resolved customer inquiries and complaints
- Forged strategic partnerships with complementary businesses, expanding market reach and driving additional revenue streams.
- Viewed as exceptional team player
- Established credibility as a trusted advisor, providing expert product knowledge and industry insights to clients.
- Responded promptly and answered/resolved customer inquiries and complaints
- Successfully diffuse volatile customer situations
- Excellent communicator
- Created outstanding problem-solving skills
- Achieved and exceeded revenue quotas.
Sr Customer Service Specialist
Trusted Advisors
01.2014 - 12.2020
- Achieved 97% average customer satisfaction rating, surpassing team goal by 12%
- Responded promptly and answered/resolved customer inquiries and complaints
- Expertise in investigating and resolving service issues and/or product problems
- Implemented process improvements that resulted in reduced average handling times without sacrificing quality of support provided.
- Commended for initiative, persuasiveness, intense customer focus
- Worked closely with management on initiatives focused on reducing churn rates through proactive engagement efforts targeting at-risk accounts before they lapsed into disengagement status due to dissatisfaction or other factors.
- Able to resolve difficult customer situations by listening and using tact and politeness.
- Utilized CRM systems effectively to track customer interactions, ensuring seamless transitions between team members and providing customers with consistent support across multiple touchpoints.
Sr Customer Specialist
Atlantic Insurance Brokerage
01.2012 - 01.2014
- Successfully resolve volatile customer situations, one that resulted in retention of $1,000,000 in business and personnel letter of commendation to President of Atlantic
- Communicated directly with customers by phone or electronically
- Resolved average of 250 inquires in any given week, exceeding weekly targets by 25%
- Selected to train and coach 15 "choice" new customer service team members to deliver high standard of customer service
- Met with other team mangers to discuss possible improvements in customer service
- Led corporate team in driving cost-reduction initiatives that resulted in $3,000,000 revenue saved over 2 years.
Education
Bachelor of Science - Finance
University of Arizona
Tucson, AZ08.1983
Skills
- Strong verbal communication skills
- Interpersonal and written communication skills
- Efficient customer service expert
- Customer Complaint Resolution
- Active listening skills
- Problem solver/Experienced Trainer
- Time Management
- Powerful negotiator, persuasive
- Adaptability
- High energy level
- Empathy
- Patience
- Self-motivated, self-starter, self-control
- Improved system for follow up with unsatisfied customers reducing customer churn by 6%
- Excellent Mentor skills
- Willingness to Improve
- Ability to admit when don't have the answer
- Call center experience
- Reporting and analysis
- Coaching and Mentoring
- Documentation Review
- Complaint Handling
State
AZ
Zip
85387
City
Surprise
Personal Information
Title: Sr Customer Service Specialist
Timeline
Sr Customer Service Specialist
The Producers Group
08.2022 - Current
Sr Sales Specialist Manager
Prudential
01.2021 - 07.2022
Sr Customer Service Specialist
Trusted Advisors
01.2014 - 12.2020
Sr Customer Specialist
Atlantic Insurance Brokerage
01.2012 - 01.2014
Bachelor of Science - Finance
University of Arizona
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