Ian Parnther
Plantation,FL
Summary
Dedicated customer service supervisor/representative with 20 years experience providing customer service as well as training and mentoring customer service representatives, Honing leadership and problem solving skills in a fast-paced environment. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Strengths in management, strong decision making, organization and prioritizing. Respected builder and leader of customer-focused teams, with the ability to instill stellar customer service as a key driver to company goal attainment.
Overview
31
31
years of professional experience
Work History
Customer Service Representative
Service Finance Company/Truist
03.2023 - Current
- Provided a high level of customer service to clients and teammates
- Exceeded expectations for calls and administrative duties daily, e.g., Attendance, Verifications, Quality, CHT, and Compliance
- Executed on the established call scripts documented in training, policies, procedures and guidelines
- Achieved acceptable call monitoring scores in each call category
- Disclosed all relevant account information to clients accurately, professionally, and in a positive manner.
- Worked on projects for CC management when requested to complete additional Verifications calls when requested. Completed over 1000 verifications in April 2023.
Car Rental Host
B.I.G. P Rentals LLC (Owner/Operator)
01.2021 - Current
- Multiple Vehicle Host both privately and through Turo, world’s largest car sharing marketplace
- Offering safe/clean cars as well as timely and excellent communication to meet guests' needs and create 5 star experiences
- Responsible for purchasing, prepping and listing all vehicles in the fleet
- Responsible for maintaining, thoroughly cleaning, and disinfecting all vehicles in the fleet before and after each trip
- Responsible for coordinating vehicle pick-up and drop off
- Providing World Class customer service and support to guests throughout trip.
Customer Care Professional CoBrand/Platinum
American Express
01.2012 - 01.2021
- Performed in customer service and consultative sales environment, with focus on building customer loyalty through exceptional listening, consultative relationship building, resourcefulness and strong written and verbal communication
- Delivered extraordinary service on inbound calls in a fast-paced, structured customer care environment
- Consulted with card members to understand their needs and tailor unique solutions for each customer, reinforcing benefits of card membership, providing relevant product offers that deepen customer engagement
- Addressed general and account specific customer inquiries, providing clear and concise information and updating account information as needed
- Collected and Past Due accounts and Set-Up Payment arrangements
- Used tools and resources to identify customer solutions and anticipate customer needs with a commitment to maintain a first point of contact resolution.
Customer Service/Sales Coach
T-Mobile USA
01.2004 - 01.2012
- Managed team of 15 Customer Service Representatives to meet and exceed performance goals
- Ensured team members obtained training and support to best apply their knowledge and skills on the job
- Used interpersonal skills to foster environment in which customers enjoyed high levels of customer service and employees were motivated to deliver top performance
- Consistently developed high performing/top ranked teams that helped Call Center/Company meet performance goals, as well as developed individual Customer Care Representatives to be promoted into positions of leadership and grow with the company
- Exemplified second-to-none World Class customer service delivery for which T-Mobile is nationally renowned
- Helped company attain the highest customer service ratings, winning 11 of the last 16 JD Power Awards
- Improved low performing team to top team in Call Center within 2 months by implementing internal team competitions and incentives to foster a positive and successful work environment where Representatives chose to exceed goals.
Senior Representative
T-Mobile USA
01.2000 - 01.2004
- Ensured customer and employee satisfaction by providing outstanding customer service to both internal and external customers
- In addition to phone duties, assisted the department Supervisor in daily work allocation and acted as resource for team members, and handled escalated calls
- Supervised/Coached team in absence of Supervisor.
Customer Service Representative
T-Mobile USA
01.1998 - 01.2000
- Created customer satisfaction and loyalty through effective and timely resolution of a variety of customer inquiries
- Presented and sold company product and services to current and potential customers
- Responded to incoming request for cancellation of service and persuade customers to stay.
Medical Records Custodian
Dr. Arleen Richards M.D.
01.1993 - 01.1998
- Filed progress notes, lab results, referrals, and other pertinent information into patient’s charts
- Copied and sent patient’s medical records to other physicians, attorneys, and insurance companies when requested.
Education
Some College (No Degree) - Business
Miami-Dade Community College
Miami, FLSome College (No Degree) - Business
Broward Community College
Davie, FLHigh School Diploma -
Boyd Anderson High School
Lauderdale Lakes, FL01.1993
Skills
- Customer Service
- Critical Thinking
- Complaint Handling & Resolution
- Problem-solving abilities
- Active Listening
- Call center experience
- Troubleshooting/Problem Solving
- Customer Service Supervision
- Up-Selling/Consultative Sales Support
- Team Facilitation and Training Skills
- Customer Satisfaction Enhancement
Professional Development
Completed several courses and seminars in customer service, time management, coaching for improved results, interviewing, as well as C3 Service and Sales Training
Timeline
Customer Service Representative
Service Finance Company/Truist
03.2023 - Current
Car Rental Host
B.I.G. P Rentals LLC (Owner/Operator)
01.2021 - Current
Customer Care Professional CoBrand/Platinum
American Express
01.2012 - 01.2021
Customer Service/Sales Coach
T-Mobile USA
01.2004 - 01.2012
Senior Representative
T-Mobile USA
01.2000 - 01.2004
Customer Service Representative
T-Mobile USA
01.1998 - 01.2000
Medical Records Custodian
Dr. Arleen Richards M.D.
01.1993 - 01.1998
Some College (No Degree) - Business
Miami-Dade Community College
Some College (No Degree) - Business
Broward Community College
High School Diploma -
Boyd Anderson High School
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