Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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George Welch

Deltona,Fl

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. 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

24
24
years of professional experience

Work History

CUSTOMER SERVICE REPRESENTATIVE

AAA Auto Club Group
11.2019 - 05.2024
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
  • Developed strong customer relationships to encourage repeat business
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
  • Asked probing questions to determine service needs and accurately input information into electronic systems
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification
  • Educated customers on special pricing opportunities and company offerings
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • 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.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Updated account information to maintain customer records.

SR. COLLECTIONS SPECIALIST

J.P Morgan & Chase
07.2015 - 09.2019
  • Responsible for set amount of clients to work with for 90 day cycle
  • Maintains Quality, CPNI, and audits
  • Make appropriate decisions on behalf of the customer quickly and effectively
  • Effectively prioritize work to ensure efficiency
  • Conduct research as needed on clients account
  • Collect past due balances and bring accounts current.

CUSTOMER SERVICE SALES/TRAINER/MANAGER

Verizon Wireless
10.2013 - 05.2015
  • Responsible for the sales of home service and cell services for Verizon Wireless
  • Assisted in floor coaching and training for new and current employees and implementing updates for future training classes
  • Classes lasted about 2 weeks
  • Managed a team between 15-20 people, ensured sales goals were met, keeping records and rates, dealt with sales per hour (SPH), Calls per hour (CPH), general metric call stats
  • Side by sides to ensure quality of reps and accuracy of the information given during calls
  • Maintained Quality Control, CPNI, and audits.

CUSTOMER SERVICE/TECH SUPPORT

Convergys
06.2013 - 10.2013
  • Provides technical support to users by researching and answering questions; troubleshooting problems; maintaining workstation and LAN performance
  • Delivers answers to clients by identifying problems; researching answers guiding client through corrective steps
  • Attracts potential customers by answering product and service questions suggesting information about other products and services
  • Provide timely feedback to the company regarding service failures or customer concerns.

Retention Customer Service Representative

Windstream Telecommunications
10.2012 - 06.2013
  • Provided knowledgeable recommendations for products or services that aligned with individual customer needs, boosting satisfaction levels significantly.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Collaborated with team members to implement new strategies for improving overall customer retention.
  • Handled high-volume calls, ensuring top-notch customer service while maintaining professionalism.

SALES REPRESENTATIVE

E-tour & Travel
02.2012 - 10.2012
  • Educate clients and prospects on vacation packages
  • Generate sales and increase customer satisfaction
  • Present pricing and terms of condition in accordance with vacation packages the company offers
  • Collection of payments.
  • Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
  • Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.
  • Increased repeat business by fostering trust-based relationships with key accounts through regular communication.

DIRECTOR/OWNER

Precious Times Learning Center,inc
10.2000 - 02.2012
  • Owned and operated a licensed child care in Orlando, Fl with a maximum capacity of 120 children
  • Responsible for the care and educational support of children ages 0 weeks to old
  • Maintain all aspects of the business including detailed financial records and reports using Microsoft Office Software including the preparation of all tax records, accounts payable and receivable as well as all business expenses
  • Strictly adhere to all Child Care regulation requirements for each client in accordance with DCF Office of Child Care, including inspection requirements, daily record keeping and attendance, planning and practicing emergency preparedness plans, educational and safety requirements as well as developing and implementing a preschool curriculum in accordance with Kindergarten preparedness plans under State guidelines.

Education

High School Diploma -

Jefferson High School
Online
03.2010

CDA Director Credential - Teacher Education

Orland Vo Tech
Orlando, FL
09.2002

Skills

  • Admirable Communication
  • Strong Customer Service
  • Organizational Skills
  • Detail Oriented
  • Excellent communication
  • Empathy
  • Interpersonal skills
  • Problem-solving
  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Customer Relations

Personal Information

Title: Customer Service Sales Associate

Timeline

CUSTOMER SERVICE REPRESENTATIVE

AAA Auto Club Group
11.2019 - 05.2024

SR. COLLECTIONS SPECIALIST

J.P Morgan & Chase
07.2015 - 09.2019

CUSTOMER SERVICE SALES/TRAINER/MANAGER

Verizon Wireless
10.2013 - 05.2015

CUSTOMER SERVICE/TECH SUPPORT

Convergys
06.2013 - 10.2013

Retention Customer Service Representative

Windstream Telecommunications
10.2012 - 06.2013

SALES REPRESENTATIVE

E-tour & Travel
02.2012 - 10.2012

DIRECTOR/OWNER

Precious Times Learning Center,inc
10.2000 - 02.2012

High School Diploma -

Jefferson High School

CDA Director Credential - Teacher Education

Orland Vo Tech
George Welch