Gervin Mccarthy
Customer Service Specialist
Garland
Summary
To obtain a role that aligns with my background and expertise in compliance, administration, customer service, call center, client relations, and effective content moderation and review with a combination of A.I. (artificial intelligence), digital technologies, and human judgment.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
18
18
years of professional experience
Work History
Business Owner of Mccarthy Boys BBQ
Mcarthy Boys BBQ
01.2023 - Current
- Established strong customer relationships through excellent communication and attentive service.
- Consulted with customers to assess needs and propose optimal solutions.
- Achieved consistent growth in annual revenue through strategic planning and execution of sales initiatives.
- Maintained a safe work environment by enforcing strict safety protocols and regularly updating staff on industry best practices.
- Conducted market research to inform product development decisions and identify potential growth areas.
- Delivered exceptional results under tight deadlines by prioritizing tasks effectively and delegating responsibilities appropriately throughout the team.
Customer Service Specialist
Fortis
12.2022 - Current
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Moderator (Content Reviewer)
Genpact
11.2018 - 03.2023
- Ensure compliance of online videos, social media, web page and advertising content by thorough review & analysis.
- Daily analyze content via text, image, audio, or video format.
- Identify and detect content that is not in compliance with requirements and flag for action.
- Understand and remain up to date with content policies and guidelines shared by the customer.
- Provide coordination and support to multiple workgroups teams, vendors and/or clients.
- Manage all customer requests, complaints, and concerns by responding thoroughly and accurately.
- Collaborates with vendors, employees, and external personnel.
- Ensure KPI’s and all performance metrics are met.
- Provide administrative support and serve as liaison and coordinator to supervisory/management.
Customer Service Rep (Call Center)
NTTA
02.2015 - 05.2017
- Providing customer and client support within a call center by answering multiple phone calls, taking messages, responding to questions, and assistance as needed.
- Ability to manage and effectively oversee fifty plus (50+) calls daily.
- Consult and assist customers set up toll tags, manage payments, and review invoices/statements.
- Assisting the registration department to remove unpaid violations and create payment plans.
- Coordinate requests for services, processing payments, and reviewing images.
- Sets up new accounts, making account changes, and processing requests.
- Other duties include completing related projects as assigned.
Collections (Call Center)
Southwest Credit
11.2007 - 02.2015
- Providing customer and client support within a call center by answering multiple phone calls, taking messages, responding to questions, and assistance as needed.
- Ability to manage and effectively oversee fifty plus (50+) calls daily.
- Coordinator of all administrative and call center (incoming/outgoing) tasks.
- Delegate and assign/direct calls as needed.
- Consult and assist customers with unpaid bills.
- Manage and create payment arrangements.
- Review invoices/statements.
Education
G.E.D. -
Winnsboro High School
Winnsboro, LA05-1998
Skills
- Analytical and attentive to detail; ethical and ensures that a company complies with regulatory and legal requirements, internal policies, and bylaws
Customer retention
Complaint handling
Problem resolution
Account management
Call center experience
Problem-solving
Time management
Staff training
Sales and marketing
Food and beverage sales
Kitchen staff leadership
Timeline
Business Owner of Mccarthy Boys BBQ
Mcarthy Boys BBQ
01.2023 - Current
Customer Service Specialist
Fortis
12.2022 - Current
Moderator (Content Reviewer)
Genpact
11.2018 - 03.2023
Customer Service Rep (Call Center)
NTTA
02.2015 - 05.2017
Collections (Call Center)
Southwest Credit
11.2007 - 02.2015
G.E.D. -
Winnsboro High School
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