Hi, I’m
Kwame Gilbert
Sharon Hill,PA
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
8
years of professional experience
Work History
Bet365Marlton, NJ
Customer Service Advisor
11.2022 - Current
Job overview
- Provided customer service by responding to inquiries and resolving problems in a timely manner.
- Answered customer calls, emails, and live chat inquiries promptly and courteously.
- Assisted customers with product selection, order placement, billing questions, and returns.
- Identified customer needs and offered solutions to enhance the customer experience.
Hired by Matrix Inc.Secaucus, NJ
NJ Transit Customer Service
10.2015 - 09.2022
Job overview
- Customer service work at Secaucus train station assisting passengers through fair gates, holding of trains, relay of critical train information (train safety, scheduling etc.) from police, dispatchers to passengers.
- Developed and implemented customer service policies and procedures.
- Created detailed customer service reports to track progress in improving customer satisfaction.
- Resolved escalated customer complaints in a timely manner.
- Trained new employees on customer service protocols and practices.
Fanduel Sportsbook/Betfair CasinoJersey City, NJ
Customer Service Online
09.2019 - 12.2020
Job overview
- As a Fanduel Sportsbook/Betfair Casino Customer Service Agent Worked in capacities addressing customer issues
- I received calls, chats, and responded to emails addressing patron inquiries, concerns regarding the online casino.
- Answered customer inquiries via phone, email and live chat.
- Provided technical assistance to customers with product setup and usage.
- Resolved customer complaints in a timely manner.
- Assisted customers with account maintenance issues such as password resets, order tracking and payment processing.
Education
Fairleigh Dickinson University (College at Florham)
Bachelor's of Art in Political Science/Sociology
05.2015
Skills
- Customer Service Excellence
- Call Center Operations
- Account Management
- Zendesk
- Microsoft office
- Data Entry
- Telephone /Email Etiquette
Timeline
Customer Service Advisor
Bet365
11.2022 - Current
Customer Service Online
Fanduel Sportsbook/Betfair Casino
09.2019 - 12.2020
NJ Transit Customer Service
Hired by Matrix Inc.
10.2015 - 09.2022
Fairleigh Dickinson University (College at Florham)
Bachelor's of Art in Political Science/Sociology
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