Lawrence Ducatel
Tamarac
Summary
Dynamic customer service professional with a proven track record at Agero Roadside Assistance, excelling in problem resolution and service dispatching. Adept at enhancing customer satisfaction through effective communication and technical troubleshooting, contributing to improved response times and streamlined processes. Strong teamwork and adaptability drive success in fast-paced environments.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Agero Roadside Assistance
Work From Home
12.2018 - Current
- Managed urgent roadside assistance calls, dispatching for tire, towing, and jump-start services.
- Ensured customer satisfaction by delivering prompt and efficient service
- Used communication skills to handle high-stress situations, and provide quick solutions.
- Contributed to reducing response times, significantly improving customer experience
- Demonstrated strong problem-solving skills in resolving customer issues
- Collaborated with team members to streamline processes and enhance service delivery.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
Tech Support Representative
ITG Communications
Pompano Beach
11.2017 - 12.2018
- Installed and configured TV, internet, and cable services to meet customer needs
- Conducted thorough documentation of technical issues to streamline support desk operations
- Resolved product issues through research and troubleshooting to improve customer satisfaction
- Submitted service tickets promptly for equipment maintenance to minimize downtime
- Provided technical support to customers to ensure high customer satisfaction
- Collaborated with team members to enhance technical accuracy and efficiency in service delivery
Education
GED -
Barry University
Miami, FL11-2016
GED -
Universidad Autonoma De Santo Domingo
Dominican Republic01-2012
High School Diploma -
College Jean-Claude Mondesir
Haiti07-2008
Skills
- Customer service
- Documentation review
- Service dispatching
- Problem resolution
- Technical troubleshooting
- Documentation practices
- Strong teamwork
- Response time improvement
- Technical support
- Adaptability
- Service upselling
- Information security
- Client relations
- Customer education
- Quality control
- Typing proficiency
- Sales closing
Affiliations
- I am really friendly, curious and seek knowledge and I am committed to continuous learning and development.
- I am able to understand people's own emotions and how they impact their behavior.
- I have the ability to bounce back from setbacks and adapt to change is important.
- I am able to stay organized while managing my time effectively and I can engage with people from different backgrounds and perspectives enriches one's social life.
Timeline
Customer Service Representative
Agero Roadside Assistance
12.2018 - Current
Tech Support Representative
ITG Communications
11.2017 - 12.2018
GED -
Barry University
GED -
Universidad Autonoma De Santo Domingo
High School Diploma -
College Jean-Claude Mondesir
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