Oisin Drudge
Manchester,NH
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Reliable Appliance Service
09.2022 - 02.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Managed timely and effective replacement of damaged or missing products.
- Sought ways to improve processes and services provided.
- Handled scheduling appointments and properly dispatching service technicians to locations
- worked hand in hand with our technician team, including creating their scheduled and routes for the day
- Developed skills in learning parts and functionality of appliances to maintain quicker diagnostic processes
Call Center Representative
Cubic Corporation
07.2021 - 10.2022
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Handled inbound and outbound calls
- collected payments and provided accurate account information
Industrial Stitcher/General Warehouse Worker
Ty-Flot
03.2020 - 06.2021
- Assembled fabric components to create finished garments.
- Improved product quality by using precise stitching techniques.
- Operated sewing machines for manufacturing of various tarp items.
- Ensured accuracy in stitching, preventing defects and ensuring customer satisfaction.
- preformed regular inventory stock to assure proper product usage
Team Lead
Target Tech Mobile
05.2018 - 02.2020
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Provided customer service and front end work including assisting with technical issues
Education
Concord Community College
High School Diploma -
Concord High School
Concord, NH06-2017
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Payment processing
- Scheduling
- Follow-up skills
- Product knowledge
- Paperwork processing
- Appointment scheduling
- Quality control
- Sales expertise
Timeline
Customer Service Representative
Reliable Appliance Service
09.2022 - 02.2025
Call Center Representative
Cubic Corporation
07.2021 - 10.2022
Industrial Stitcher/General Warehouse Worker
Ty-Flot
03.2020 - 06.2021
Team Lead
Target Tech Mobile
05.2018 - 02.2020
Concord Community College
High School Diploma -
Concord High School
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