IVAN DRAKEFORD
Summary
Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Customer Care Representative
ISS Cleaning Services/ Discovery Place
06.2021 - 07.2022
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Customer Service Cashier
711 Gas Station
02.2019 - 03.2021
- Resolved customer complaints and maintained clean and tidy checkout area.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Met customer service goals and exceeded customer expectations.
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
Customer Service Manager
Computer Data Service
09.2016 - 02.2019
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Customer Service Associate Cashier
Cookout
09.2014 - 09.2016
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Increased revenue by cross-selling and upselling products and services.
- Developed and actualized customer service initiatives to decrease wait times.
Customer Service Representative
Convergys
08.2011 - 09.2014
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experience.
Education
Associate of Arts - Visual Arts
North Carolina A & T State University
Greensboro, NC06.2014
High School Diploma -
West Charlotte High School
Charlotte, NC06.2010
Skills
- Inbound Customer Service
- Sales and Upselling
- Project Management
- Organizational Leadership
- Client Development and Retention
- Understanding Customer Needs
- Administrative and Office Support
Timeline
Customer Care Representative
ISS Cleaning Services/ Discovery Place
06.2021 - 07.2022
Customer Service Cashier
711 Gas Station
02.2019 - 03.2021
Customer Service Manager
Computer Data Service
09.2016 - 02.2019
Customer Service Associate Cashier
Cookout
09.2014 - 09.2016
Customer Service Representative
Convergys
08.2011 - 09.2014
Associate of Arts - Visual Arts
North Carolina A & T State University
High School Diploma -
West Charlotte High School
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