Rand Mace
Central Point,OR
Summary
Detail-oriented professional with proven customer service experience. A track record for resolving highly escalated customer complaints. Results-oriented person who is proactive with excellent communication skills.
Overview
11
11
years of professional experience
Work History
Executive Services Associate
Harry & David
01.2014 - 09.2024
- Responded to letters of complaints sent to the office of the CEO.
- Assisted Call Center Supervisors with highly escalated calls. Focusing on saving the customer and insure repeat business.
- Respond to Better Business Bureau to monitor open customer complaints. My focused on a mutual resolution for the customer.
- Always striving on ways that would help customer loyalty.
Customer Experience Analyst
Harry and David
10.2023 - 01.2024
- Monitored and supported seasonal call centers outside of the US. This included the Philippines, Guyana and Costa Rica.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
Harry and David Liaison
Harry and David
10.2018 - 01.2019
- Jamaica Call Center had over 100 associates taking calls. I monitored calls daily looking for ways associates could more efficiently and better assist our customers.
- Implemented a training program for new team members and looking for ways to improve onboard hiring of call center agents.
- Monitored customer calls to help insure agent feedback in real time. This helped to improve team efficiency.
Education
Associate of Arts - Music Performance
College of Marin
Kentfield, CASkills
- Interpersonal skills
- Customer-oriented
- Executive support
Timeline
Customer Experience Analyst
Harry and David
10.2023 - 01.2024
Harry and David Liaison
Harry and David
10.2018 - 01.2019
Executive Services Associate
Harry & David
01.2014 - 09.2024
Associate of Arts - Music Performance
College of Marin