Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
References
Timeline
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Gilbert Caldwell

Cathedral City,CA

Summary

Personable and dedicated Customer Service Representative with extensive experience in telecommunications and commerical airline industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

50
50
years of professional experience

Work History

Customer Service Representative

United Ground Express
Palm Springs, CA
01.2019 - Current
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • 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.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Mentored new employees on procedures and policies to maximize team performance.

Customer Service Representative

Delta Global Services
Palm Springs, CA
10.2016 - 09.2018
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

Customer Service Representative

SkyWest Airlines
Palm Springs, CA
09.2004 - 09.2016
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

Business Office Manager

AT&T/SBC Communications
San Diego, CA
02.1974 - 02.2004
  • Maintained employee records, including payroll, vacation time and benefits information.
  • Handled confidential company information in accordance with established protocols.
  • Ordered supplies when necessary to keep the office running smoothly.
  • Provided customer service support to clients by responding to inquiries in a timely manner.
  • Supervised business office staff and administrators, driving office operations.
  • Attended and participated in continuing educational programs to optimize job performance.
  • Developed and implemented procedures to ensure efficient workflow in the office.
  • Trained, supervised and evaluated staff performance.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.

Education

Associate of Arts - Administrative Assistance And Secretarial Science

Strayer College
Washington, DC
06-1972

Skills

  • Data Entry
  • Information Security
  • Inbound and Outbound Calling
  • Scheduling
  • Product Knowledge
  • Complaint Resolution
  • Typing Proficiency
  • Call Center Operations
  • Active Listening
  • Professional Telephone Demeanor
  • Typing 80 WPM

Affiliations

  • Active member of All Souls Metropolitan Community Church of the Coachella Valley

Accomplishments

  • Presidents Club/SBC Communications 2001-2004 for outstanding achievement in Sales and Service.

References

References available upon request.

Timeline

Customer Service Representative

United Ground Express
01.2019 - Current

Customer Service Representative

Delta Global Services
10.2016 - 09.2018

Customer Service Representative

SkyWest Airlines
09.2004 - 09.2016

Business Office Manager

AT&T/SBC Communications
02.1974 - 02.2004

Associate of Arts - Administrative Assistance And Secretarial Science

Strayer College

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Gilbert Caldwell