Michael Rolle

As a customer service sales rep I am the first point of contact between the customer and AT&T. My goal is to make sure the customer leaves the call feeling assured, satisfied and confident with the resolution. The job title goes beyond "customer service", I handle billing disputes, manage accounts, deescalate enraged customers with the upmost professionalism all while meeting a sales quota by months end.

• Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
• Implemented innovative methods for streamlining the customer service process.
• Identified areas of improvement in customer service processes and suggested changes accordingly.
• Developed strong relationships with customers by providing personalized assistance and support.

• Supervising for Watson Delivery I would arrive about an hour before our drivers to make sure all is covered and ready for the day. I personally made sure every driver has all the essential tools they'll need for the day and see that all routes are covered. For any new incoming drivers, I personally train them one on one and make sure they are ready to go out on their own. I am personally there till every driver gets back and make sure all of our vehicles are ready to go back out the next day. Throughout the day I am monitoring and watching over all of our drivers and if any problems arise I am there to assist.
• Identified process improvements that could reduce costs or improve service quality and efficiency levels.
• Led cross-functional teams in developing innovative solutions for improving operational efficiencies.
• Provided training and guidance to team members on operational procedures and best practices.

• Ensured store was opened and closed in a timely manner according to company policies.
• Enforced safety regulations within the store environment to protect both employees and customers.
• Supervised employees by providing direction on tasks and expectations regarding customer service standards.
• Performed daily banking duties such as deposits and withdrawals of funds from registers.
• Managed key holder responsibilities such as opening and closing the store, setting alarms.