John Todd
Farmingville,NY
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
26
26
years of professional experience
Work History
Customer Experience Specialist/Customer Care Supervisor
Widex
Hauppauge, NY
06.2019 - Current
- Utilized customer feedback data to make data-driven improvements in product offerings and enhance the overall customer experience.
- Collected valuable data through surveys and focus groups, leading to actionable insights for company improvements.
- Developed training materials to educate staff on best practices for providing exceptional customer service.
- Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
- Participated in cross-functional teams to address complex problems, improving overall customer experience strategy.
- Built rapport with customers by consistently delivering excellent service, fostering long-term loyalty.
- Reduced response times by implementing effective communication channels between customers and support agents.
- Utilized CRM software to track interactions with customers, ensuring accurate records for future reference or dispute resolution purposes.
- Devised innovative solutions that resolved recurring issues faced by customers, ultimately boosting satisfaction rates.
- Empowered fellow team members through sharing knowledge and techniques that contributed towards improved service quality standards across the department.
- Led training sessions for new employees on proper telephone etiquette, technical troubleshooting protocols, and other essential skills needed for success in their roles as Customer Experience Specialists.
- Streamlined customer support processes for increased efficiency and faster resolution times.
- Collaborated with team members to create a positive work environment and improve overall customer experience.
- Implemented new strategies to reduce average call handling time, increasing productivity and customer satisfaction.
- Provided personalized service, anticipating customer needs and offering tailored solutions.
- Documented customer interactions in internal database to maintain customer service history details.
- Created a knowledge base for staff members that provided quick access to important company information, frequently asked questions, and troubleshooting guides; this resource served as an invaluable tool in helping employees quickly resolve customer queries.
- Monitor the performance of Customer Support Service Teams and develop methods for motivating them to achieve high performance standards
- Conduct feedback sessions to gather information related to the trends that are impacting both the customers and the Customer Support Service Teams
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Monitored employee productivity to provide constructive feedback and coaching.
- Conducted training needs assessments to identify individuals' current level of skill compared to required competency for position.
Customer Care Specialist
Widex USA
10.2013 - 06.2019
- Provide customer care assistance to various hearing aid audiology offices
- Assistance with order entry as well as problem solving
- Provide direct support to sales staff as well as direct management
- Work with multiple systems and platforms to ensure call efficiency and quality service
- Provide side by side training assistance to newly hired specialists
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Reduced customer complaints by efficiently resolving issues through effective communication and problem-solving skills.
Senior Payroll Specialist
Paychex Inc
02.2008 - 12.2012
- Placed outbound calls to assigned business clients in need of reporting their payroll information
- Processed payroll for various client types (union payroll, multi-state employees, fringe benefit accounts etc.)
- Assisted with preparation of quarterly and yearly tax forms and assisted with tax related inquiries
- Responsible for mentoring new hires providing assistance if needed and helping prepare for progression exams.
- Streamlined payroll processes by implementing efficient systems, resulting in reduced errors and improved accuracy.
- Reduced manual entry errors by automating data input tasks, enhancing overall payroll accuracy.
- Resolved employee pay discrepancies swiftly and professionally, maintaining positive relationships with staff members.
Quality Service Associate
Staples Business Delivery
04.2005 - 01.2008
- Provided assistance to Staples call center reps by providing real-time delivery information for business customers
- Acted as a liaison between Staples and a third-party courier service to ensure all goals were met and the highest form of customer satisfaction was provided
- Responsible for creating and providing daily reports as well as filing of delivery manifest paperwork.
- Improved product quality by implementing rigorous inspection processes and providing feedback to production teams.
- Developed comprehensive quality control procedures for ensuring the highest standards in product manufacturing.
Customer Service/Sales Rep
Cablevision Systems Corp
09.2003 - 04.2005
- Answering incoming calls from Cablevision subscribers providing assistance for various inquiries (billing, troubleshooting of equipment etc.)
- Cross-sold and up-sold additional Optimum products and services as well as offering promotions when applicable to maintain business with the customer.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
Customer Service Rep/Directory Assistance Operator
Metro One Telecommunications
11.1998 - 08.2002
- Answering incoming calls from various cellular customers providing enhanced directory assistance for local and national business and residential listings
- Provided movie show times and driving directions if needed.
- Enhanced customer satisfaction by providing accurate and timely directory assistance information.
- Streamlined call handling processes for increased efficiency and reduced wait times.
Education
High School Diploma -
Brentwood High School
Brentwood, NY01.1998
Bachelor of Arts - Psychology
Post University
Waterbury, CTSkills
- Call Center Operations
- Quality assurance controls
- Microsoft Office expertise
- AS400
- Cisco Desktop
- Proficient in various call recording software
- Trend Monitoring
- Client Advocacy
- Request Management
- Positive Attitude
- Time Management
- Performance Metrics
- Quality Assurance
- Salesforce
- Ceridian Dayforce
- SAP CC
- Camtasia Video Recording & Editing
- CRM Software
- Call Documentation
- Order Processing
- Quality Control
- De-Escalation Techniques
- Customer Service
- Needs Assessment
- Document and Records Management
- Continuous Improvement
- Route Management
- Policies and Procedures Adherence
- Data Evaluation
- Conflict Mediation
Accomplishments
- Supervised team of 19 staff members.
- Consistently achieved an increase in overall quality monitoring scores by coaching with accuracy and efficiency.
Timeline
Customer Experience Specialist/Customer Care Supervisor
Widex
06.2019 - Current
Customer Care Specialist
Widex USA
10.2013 - 06.2019
Senior Payroll Specialist
Paychex Inc
02.2008 - 12.2012
Quality Service Associate
Staples Business Delivery
04.2005 - 01.2008
Customer Service/Sales Rep
Cablevision Systems Corp
09.2003 - 04.2005
Customer Service Rep/Directory Assistance Operator
Metro One Telecommunications
11.1998 - 08.2002
High School Diploma -
Brentwood High School
Bachelor of Arts - Psychology
Post University
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