Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
CustomerServiceRepresentative

Robert Dukes

Wesley Chapel,FL

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

15
15
years of professional experience

Work History

Customer Service Representative

Capital One Bank N.A
05.2016 - 01.2022
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Provided primary customer support to internal and external customers.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Consulted with outside parties to resolve discrepancies and create expert solutions.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded proactively and positively to rapid change.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Maintained up-to-date knowledge of product and service changes.
  • Trained new personnel regarding company operations, policies and services.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Store Manager/Owner

Balloon City Zephyrhills
08.2010 - 01.2016
  • Managed inventory control, cash control and store opening and closing procedures.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Completed point of sale opening and closing procedures.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
  • Approved regular payroll submissions for employees.
  • Greeting Customers at front counter, answering questions regarding products.
  • Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
  • Coached sales associates on product knowledge by using wide variety of training tools.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns.
  • Protected store from loss or theft by setting and enforcing clear security policies.
  • Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
  • Minimized on-site cash with frequent deposits and high accuracy in predicting operations.
  • Analyzed and interpreted store trends to facilitate planning.
  • Devised processes to boost long-term business success and increase profit levels.

Store Manager / Co Owner

Parties R Us
07.2004 - 08.2008
  • Managed inventory control, cash control and store opening and closing procedures.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Completed point of sale opening and closing procedures.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Daily and Monthly Product Resets To Company Planograms
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
  • Approved regular payroll submissions for employees.
  • Rotated Displays and displays to feature new products and promotions.
  • Hourly Greeting at front counter, answering questions or Concerns From Customers
  • Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
  • Coached sales associates on product knowledge by using wide variety of training tools.
  • Upheld and communicated store programs and standards to employees for optimal quality of Customer Service safety and cleanliness.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns.
  • Protected store from loss or theft by setting and enforcing clear security policies.
  • Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
  • Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
  • Minimized on-site cash with frequent deposits and high accuracy in predicting operations.
  • Developed new store location from ground up by hiring and training efficient team.

Education

GED -

Moore Mickens Highschool
Dade City, FL
02.1991

Skills

  • Report Preparation
  • Order Fulfillment
  • Freight Operations
  • Microsoft PowerPoint
  • Active Listening
  • Account Management
  • Credit Card Payment Processing
  • Customer Relations
  • Staff Training
  • Retail Sales Customer Service
  • Stocking and Replenishing
  • Sales and Upselling
  • Quality Assurance Controls
  • Sales Report Generation
  • Managing Multiple Tasks
  • Call Center Operations
  • Understanding Customer Needs
  • Time Management
  • Quality Control
  • Multi-Line Phone Talent
  • Problem-Solving Ability
  • POS Systems Expertise

Accomplishments

  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Timeline

Customer Service Representative

Capital One Bank N.A
05.2016 - 01.2022

Store Manager/Owner

Balloon City Zephyrhills
08.2010 - 01.2016

Store Manager / Co Owner

Parties R Us
07.2004 - 08.2008

GED -

Moore Mickens Highschool

Similar Profiles

CREATE PROFILE
Robert Dukes