Mark Rochefort

• Mark Rochefort
  Customer Service Specialist
  Email markar0130@gmail.com
  Phone 2347888863
  Linkedin linkedin.com/markrochefort
  Twitter twitter.com/vermonterbro
  Understanding customer service specialist with 5 years of experience as an advisor.
  Promoted to the specialist after one year. Then identified a bottleneck in the shared process and helped the sales department save £4K fortnightly. With empathy and willingness to always serve the customer in alignment with the business goals.
  Seeking to become the customer happiness agent for We4U.
  § Work History
  2018-02 - present
  Customer Service Specialist
  AdviseOwl, Redcar
  
• Regularly built product knowledge to educate and advise customers about our products and services. Became team's go-to person.
• Processed over 200 requests for repair or replacement.
• Correctly escalated client complaints or feedback for a thorough review.
• Set standards for quality and professionalism. Met and exceeded goals every week for two quarters in 2020.

Key achievement: Identified a bottleneck in the shared process with the sales department, saving £4K in transactional costs fortnightly.

2016-09 - 2018-04

Junior Customer Assistant

AdviseOwl, Manchester

• Promoted to Customer Service Specialist after one year of employment.
• Logged +100 resolved customer complaints.
• Helped with 98% of cases at FPOC.

Education

2014-09 - 2016-06 Business and Management, BA (Hons)

University of Creative Arts, Epsom

• Excelled in Understanding Consumers and Trends & Forecasting.

& Key Skills

• Communication: Wrote customer-focused templates for the customer service team.
• Adaptability: Adjusted communication styles depending on the customer's personality and setting
• Troubleshooting: Anticipated customer needs and catered to their requirements.
• Data analysis: Pulling data from CRM to notice trends and adjust strategies.
• Active listening: Approached every customer with empathy.
  § Certificates

Certified Customer Service Professional (CCSP)

Chinese Proficiency Test (HSK; level V)Entered into record-keeping systems appropriate data needed to create new records or update existing ones.

• Completed field checks to verify licenses and permits for various business.
• Collected detailed notes on investigations and other communication to adhere to legal requirements and enhance recordkeeping.
• Took notes on field examinations and specific case details, updated databases and produced reports outlining results of investigation's