Orlando Romero
Derby
Summary
Dynamic Customer Service Lead at Collins Aerospace with a proven track record in enhancing customer satisfaction and streamlining processes. Skilled in professional communication and complaint resolution, I successfully trained new team members and implemented effective training procedures, driving team efficiency and continuous improvement. Strong problem-solving abilities and a comprehensive understanding of products ensure exceptional service delivery.
Overview
21
21
years of professional experience
Work History
Customer Service Lead
Collins Aerospace
08.2004 - Current
- Resolve customer service issues using company processes and policies and provided updates to customers.
- Enhance customer satisfaction by resolving complex issues and providing timely solutions.
- Train, oversee, and mentor new team members to strengthen performance and job expertise.
- Handle escalate customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Improved team efficiency by implementing new training procedures and streamlining work processes.
- Lead regular team meetings to share best practices, driving continuous improvement within the department.
- Provide feedback to employees for areas of improvement.
- Step up to assist customer service manager with complaints and issues during times of department short staffing.
- Identify and help resolve discrepancies and errors with customer complaints.
Education
No Degree - General Studies
Wichita State University
Wichita, KSHigh School Diploma -
Derby High School
Derby, KSSkills
- Professional email communication
- Administrative paperwork handling
- Comprehensive understanding of products
- Effective prioritization
- Proficient in resolving customer complaints
- Administrative support tasks
- Strong customer service skills
Accomplishments
- Promoted to Customer Service Lead for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution - Assist in handling customers, accurately providing information to ensure resolution of product/service by meeting and exceeding customer needs.
Timeline
Customer Service Lead
Collins Aerospace
08.2004 - Current
No Degree - General Studies
Wichita State University
High School Diploma -
Derby High School
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