Ramon Cannon
Baltimore,MD
Summary
Self-directed Customer Service professional dedicated to promoting loyalty and retention through proactive communication, effective problem-solving and personable follow-through. Utilizes company support resources, personal expertise and critical thinking skills to manage concerns independently with willingness to escalate critical issues. Offering ten years of service-focused experience.
Overview
10
10
years of professional experience
Work History
Customer Advocate
Dun & Bradstreet
06.2023 - Current
- Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics
- Developed and implemented strategies to improve customer service experience, resulting in increased satisfaction
- Collaborated with cross-functional teams to provide timely and accurate responses to customer inquiries
Customer Support
Fidelity Investments
08.2022 - 06.2023
- Achieved sales goals and service targets by cultivating and securing new customer relationships
- Built relationships with customers and community to establish long-term business growth
- Managed accounts to retain existing relationships and grow share of business
- Prepared sales presentations for clients showing success and credibility of products
Service Advocate v Sales Support Specialist
Florida Blue
07.2017 - 08.2022
- Provided customer service and liaison support in call center environment
- Researched and addressed sales and service inquiries for multiple products and lines of business
- Followed up with internal and external agents to ensure timely resolution of inquiries
- Collaborated with multiple departments to recommend solutions for sales partners.
Service Advocate (Systems Matter Expert)
Florida Blue
04.2016 - 07.2017
- Provided customer service support to a wide range of customers, including inquiries and escalated issues
- Responded to customer inquiries via phone, email, and written correspondence, as well as following up when appropriate
- Resolved complex problems related to enrollment, membership, billing, claims, benefits, and website navigation.
Call Center/Phone Banker
Converges
12.2015 - 03.2016
- Helped customers complete online banking services and assisted with user access problems such as forgotten passwords
- Upheld strict security procedures to verify identities when completing actions for members and giving out private banking information
- Completed transactions for customers and capitalized on opportunities to cross-sell products and services
- Used CRM system daily to maximize service opportunities and enhance communication
Night Auditor Supervisor
Lexington Hotel
03.2014 - 08.2015
- Compiled daily summaries of cash, check and credit card activities
- Handled customer complaints and inquiries
- Monitored hotel facilities.
- Oversaw day-to-day operations of 180-room hotel with staff of 100 employees
- Supervised team of 10 front desk agents and helped to resolve issues arising during shifts
Education
Bachelor of Arts in Science -
Empire State College
New York, NY05.2021
Skills
- Microsoft Office
- Computer literate
- Require Little to No Training
- Analytical Training
- Retention Strategies
- Persuasive Communication
- Service-Oriented Mindset
- Customer Research
- Educating Customers
- Conflict Resolution
- Issue Research
- Customer Services
Timeline
Customer Advocate
Dun & Bradstreet
06.2023 - Current
Customer Support
Fidelity Investments
08.2022 - 06.2023
Service Advocate v Sales Support Specialist
Florida Blue
07.2017 - 08.2022
Service Advocate (Systems Matter Expert)
Florida Blue
04.2016 - 07.2017
Call Center/Phone Banker
Converges
12.2015 - 03.2016
Night Auditor Supervisor
Lexington Hotel
03.2014 - 08.2015
Bachelor of Arts in Science -
Empire State College
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