Leroy Robertson
Customer Services
Jacksonville,FL
Overview
25
25
years of professional experience
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Work History
Customer Support Specialist
Suddath
03.2024 - Current
- Managed customer inquiries via phone, email, and chat to ensure prompt resolution.
- Developed and maintained comprehensive knowledge of product features and services for effective support.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
Uber Driver
Self-employed
06.2023 - Current
- Navigated efficiently using GPS technology to optimize routes and reduce travel time.
- Delivered exceptional customer service, ensuring passenger satisfaction throughout rides.
- Managed scheduling to accommodate peak demand hours, maximizing ride opportunities.
- Developed strong communication skills while interacting with diverse groups of riders daily.
Technician
AskG Tech Services
04.2021 - 06.2023
- Enhanced service delivery by collaborating with engineers on repair processes.
- Implemented maintenance checks to ensure machinery performance at residential properties.
- Resolved client inquiries and technical challenges, providing exceptional customer support.
- Operated diagnostic tools, troubleshooting technical issues for over 30 clients weekly.
Real-Time Escalation Specialist (Supervisor Support)
Comcast
06.2013 - 04.2021
- Ensured timely resolution of inquiries, enhancing overall customer service operations.
- Addressed customer needs through effective communication and problem-solving strategies.
- Supported high volumes of customers daily, prioritizing satisfaction and positive interactions.
- Maintained professionalism while managing high call volumes and reducing wait times.
- Resolved escalated complaints, fostering strong customer relationships and effective solutions.
Customer Service Representative
Convergys
01.2011 - 01.2012
- Enhanced customer satisfaction by efficiently resolving inquiries across multiple channels.
- Educated customers on products, enabling informed purchasing decisions and boosting sales.
- Collaborated to streamline processes, reducing response times for customer requests.
- Interacted with customers via phone, addressing inquiries and resolving issues promptly.
Computer Technician
G2 Computers
01.2006 - 01.2011
- Resolved hardware and software issues, enhancing customer satisfaction and efficiency.
- Conducted troubleshooting for computer malfunctions, restoring functionality promptly.
- Ensured optimal performance by diagnosing and repairing hardware malfunctions.
- Installed and tested motherboards, processors, and graphics cards for corporate staff.
- Supported customers with technical inquiries, improving service delivery and response times.
- Managed office PCs, networks, and mobile devices to maintain operational continuity.
Armor Specialist
Honeywell
01.2005 - 01.2005
- Responsible for the full body kit armoring of combat Hummer’s for the United States Marine Corp
Human Resources/Data Entry
Convergys
01.2003 - 01.2005
- Responsible for the processing of voluntary and involuntary terminations of over 12,000 employees from Canada, United States and South America
- Updating employee information related to human resource issues
- Responsible for processing reductions in force
- Updating employee information concerning their terminations
- Placing courtesy calls to exiting employees to ensure a smooth transition
- Implement and update methods and procedures
Customer Service Representative
Evergreen Sales
01.2003 - 01.2003
- Responsible for making outbound calls to existing cable customers to introduce system upgrades
- Responsible for contacting existing internet users to offer upgrades to their existing internet services
Supervisor
Lason Information Systems
01.2001 - 01.2002
- Supervised seven staff maintained the quotas within different departments
- Insured the accuracy of time sheets and imaging statistics
- Oversaw daily operations, ensuring compliance with quality standards and company policies.
- Trained and mentored team members to enhance productivity and efficiency within workflows.
- Assisted with data entry and imaging
Post Closing Associate
Bank Of America
08.2000 - 06.2001
- Prepared car loans for transfer to microfilm
- Responsible for prepping and processing of home mortgages and home title loan policies
- Responsible for receiving, logging, and distributing of all post closing work for the entire department and distributed all mail and daily work activity throughout the building
Customer Care Representative
Bank Of America
01.2001 - 01.2001
- Responsible for handling and determining a lending decision by analyzing client needs for complex loan decisions
- Determining the necessary information needed for decisions and the relevant client contact required to facilitate the receipt of such information
- Managed inbound calls in reference to all auto and specialty vehicle loans
Education
No Degree -
West Virginia University
Morgantown, WVNo Degree - Business Management
Delgado Community College
New Orleans, LAHigh School Diploma - undefined
St. John Neumann High School
Philadelphia, PA06.1991
Skills
- Customer service
- Customer relationships
- Communication and interpersonal skills
- Multitasking and organization
- Active listening
- Critical thinking
- Conflict resolution
- Complaint handling
- Adaptability and flexibility
- Customer feedback management
- Effective communication skills
Accomplishments
- Supervised team of seven staff members.
- Achieved 300 troubleshooting calls through effectively conflict resolution.
Timeline
Customer Support Specialist
Suddath
03.2024 - Current
Uber Driver
Self-employed
06.2023 - Current
Technician
AskG Tech Services
04.2021 - 06.2023
Real-Time Escalation Specialist (Supervisor Support)
Comcast
06.2013 - 04.2021
Customer Service Representative
Convergys
01.2011 - 01.2012
Computer Technician
G2 Computers
01.2006 - 01.2011
Armor Specialist
Honeywell
01.2005 - 01.2005
Human Resources/Data Entry
Convergys
01.2003 - 01.2005
Customer Service Representative
Evergreen Sales
01.2003 - 01.2003
Supervisor
Lason Information Systems
01.2001 - 01.2002
Customer Care Representative
Bank Of America
01.2001 - 01.2001
Post Closing Associate
Bank Of America
08.2000 - 06.2001
High School Diploma - undefined
St. John Neumann High School
No Degree -
West Virginia University
No Degree - Business Management
Delgado Community College