Summary
Overview
Work History
Education
Skills
Timeline
Generic

Gregg Roark

St Paul,Virginia

Summary

Proven leader in customer service and sales management, notably at AT&T, where I leveraged CRM software and teamwork to exceed quarterly quotas and enhance client satisfaction. Skilled in regulatory compliance and service standard adherence, I consistently led teams to top performance, achieving significant market growth and operational excellence.

Overview

24
24
years of professional experience

Work History

Customer Sales and Service

AT&T
08.2018 - Current
  • Enhanced customer satisfaction by addressing inquiries and resolving issues promptly and professionally.
  • Handled calls promptly and with courteous professionalism.
  • Processed orders, service requests and applied information to customers.
  • Implemented upselling techniques to maximize revenue opportunities while delivering value-added solutions to clients.
  • Delivered excellent customer service by actively listening to concerns, empathizing with their situation, and offering practical solutions promptly.

Dispatcher, Customer Service Representative

Logisticare
08.2014 - 08.2018
  • Communicated with drivers and personnel to coordinate timely delivery of patients to and from medical visits.
  • Directed dispatching, routing, and tracking of facilitating drivers in multiple states.
  • Assisted patients with scheduling, modifying, or cancelling reservations as requested.
  • Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
  • Consistently met performance metrics for call handling, contributing to the overall success of the department.

Sykes Enterprise

Supervisor
10.2006 - 06.2012
  • Coached sales team in consultative sales approach, leading to increased revenues and market growth.
  • Exceeded quarterly quotas through consistent outreach efforts, strategic planning of account engagements, and effective time management skills.
  • Responsible for 20 plus agents performance, pertaining to customer service with major banking institution's checkings and savings division. Coached agents weekly on various metrics, ensuring a top five team performance each month.
  • Responsible for payroll, attendance, hiring, and when appropriate, termination of agents.

Warehouse Manager

Hazard Furniture
02.2001 - 10.2005
  • Conducted periodic audits of inventory levels to ensure accuracy, identifying discrepancies.
  • Maintained a safe work environment by enforcing strict adherence to OSHA guidelines and company policies.
  • Oversaw upkeep of equipment and physical condition of warehouse, identifying and ordering needed repairs, renovations, and replacements.
  • Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
  • Boosted customer satisfaction through timely order fulfillment and accurate inventory tracking.

Education

Bachelor of Arts - Political Science

Morehead State University
Morehead, KY
05.1998

Skills

  • Organization
  • Financial Transactions
  • Warranty Services
  • CRM Software
  • Regulatory Compliance
  • Goal-Oriented
  • Sales management
  • Teamwork and Collaboration
  • Service standard compliance

Timeline

Customer Sales and Service

AT&T
08.2018 - Current

Dispatcher, Customer Service Representative

Logisticare
08.2014 - 08.2018

Sykes Enterprise

Supervisor
10.2006 - 06.2012

Warehouse Manager

Hazard Furniture
02.2001 - 10.2005

Bachelor of Arts - Political Science

Morehead State University

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Gregg Roark