Summary
Overview
Work History
Education
Skills
Timeline
Generic

HAROLD ROBERTSON III

Pittsburgh,PA

Summary

Natural leader with a passion for inspiring, motivating, and engaging team members to present a consistently positive image as Brand Ambassadors. Determined and motivated individual capable of leading teams to deliver an exceptional customer experience while taking ownership of customer escalations. Mentor, educate, and coach teams to bring out their best to meet goals. Skilled team player with strong background in customer facing and technology focused environments. Also works well independently to handle assignments and is eager to excel beyond basic assignments. Quick learner with proficient computer abilities. Accomplished Consultant drives organizational improvements through leveraging expertise in research and system enhancement. Well-versed in collaborating with employees and leaders to resolve control and procedural problems negatively affecting business operations. Dedicated to cost, process and resource optimization. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Job Title] position. Ready to help team achieve company goals.

Overview

7
7
years of professional experience

Work History

Call Center Quality Analyst

Willis Towers Watson
02.2023 - Current
  • Used data processing and statistical software to process large amounts of data and paperwork.
  • Developed and managed employee schedules, balancing individual requests and requirements with business needs.
  • Compiled financial data to comply with budget.
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
  • Reviewed internal systems and organized training plans to address areas in need of improvement.
  • Evaluated current processes to develop improvement plans.
  • Produced detailed and relevant reports for use in making business decisions.
  • Gathered, documented, and modeled data to assess business trends.
  • Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Skilled at working independently and collaboratively in a team environment.
  • Passionate about learning and committed to continual improvement.
  • Worked well in a team setting, providing support and guidance.
  • Cultivated interpersonal skills by building positive relationships with others.

Client Lead

Willis Towers Watson
09.2020 - 02.2023
  • Quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding expectations (responding in a respectful accurate, timely manner, consistently meeting commitments)
  • Handle confidential information with sensitivity and discretion in accordance with HIPAA and Data Privacy laws, and company data security requirements
  • Coach and train team members on varying tasks including understanding and creating reports, customer management, and handling more sensitive escalated issues
  • Create and distribute multiple reports, using office suite programs, to highlight areas of growth and areas in need of improvement in relation to assisting customers
  • Manage the onboarding and explanation of benefits to executives to ensure a complete understanding of their benefit package.
  • Participated in task forces, strategic initiatives and collaboration opportunities with other business units.
  • Assessed team members' performance and provided motivational support.
  • Furnished feedback to associates on opportunities to enhance services provided to client.
  • Utilized sound judgment to escalate client issues that required intervention.
  • Generated reports to support development and implementation of marketing plans.
  • Tracked key metrics and developed spreadsheets and data models.
  • Analyzed data to uncover insights and identify key opportunities to inform strategic decisions.

Assistant Manager

Wireless Vision LLC (T-Mobile)
07.2019 - 07.2020
  • Established ambitious quotas and helped each team member implement a personalized plan to achieve targets
  • Researched market trends and stayed current on customer preferences to better lead sales operations
  • Worked closely with all sales personnel to assist with routine sales and handle advanced issues ranging from technology mishaps to customer service complaints
  • Resolved customer complaints regarding sales and service
  • Reviewed operational records and reports to project sales and determine profitability.

Mobile Expert

Wireless Vision LLC (T-Mobile)
10.2018 - 07.2019
  • Consulted with customers to understand desires and suggest best products to meet their individualized needs
  • Managed daily tasks consistently and sought out opportunities to go beyond requirements and support business targets
  • Helped managers improve area operations by sharing customer feedback and contributing new ideas
  • Collaborated well with team members to carry out daily assignments and achieve team targets
  • Met targets consistently by working hard and with strong attention to detail.

Apple Master

Best Buy
10.2016 - 10.2018
  • Helped customers find desired products by closely supporting each person throughout the buying process
  • Maintained knowledge of current sales and promotions, return and exchange policies, and security practices
  • Demonstrated expertise for a wide selection of products and explained features in varying ways of complexity
  • Located out-of-stock items for customers with external store locations or contacting vendors directly
  • Encouraged customers to sign up for warranties and additional services, consistently exceeding quotas for add-on sales.

Education

The Pennsylvania State University

High School Diploma - undefined

Woodland Hills High School
06.2014

Skills

  • Retail Operations
  • Office Suite
  • Staff Development
  • Training and Coaching
  • Performance Reviewing
  • Customer Relations
  • Multitasking
  • Attention to Detail
  • Working Remotely
  • Problem-Solving
  • Proficient typist
  • Call Monitoring
  • Customer Needs Assessment
  • Report Analysis
  • Conflict Resolution
  • Active Listening
  • Task Prioritization
  • Written Communication
  • Business Analysis
  • Problem-solving aptitude

Timeline

Call Center Quality Analyst

Willis Towers Watson
02.2023 - Current

Client Lead

Willis Towers Watson
09.2020 - 02.2023

Assistant Manager

Wireless Vision LLC (T-Mobile)
07.2019 - 07.2020

Mobile Expert

Wireless Vision LLC (T-Mobile)
10.2018 - 07.2019

Apple Master

Best Buy
10.2016 - 10.2018

The Pennsylvania State University

High School Diploma - undefined

Woodland Hills High School
HAROLD ROBERTSON III