Randolf dusel
Palm Harbor,FL
Summary
Dynamic Customer Service Representative with a proven track record at Dusel's Life, excelling in conflict resolution and customer retention. Expert in training staff and implementing feedback mechanisms, enhancing service quality and fostering loyalty. Recognized for maintaining professionalism under pressure and effectively resolving complex client issues, ensuring a positive service experience.
Overview
45
45
years of professional experience
Work History
Customer Service Representative
Dusel's Life
06.1981 - Current
- Implemented feedback mechanisms to gather insights on service quality and customer needs.
- Developed training materials to support ongoing staff development in customer interaction best practices.
- 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.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- 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.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Representative
Mortgage Investors Inc
01.2000 - 08.2003
- Responded to customer inquiries regarding mortgage products and services, ensuring clarity and understanding.
- Resolved complex client issues through effective communication and problem-solving techniques.
- Processed loan applications, maintaining accuracy in documentation and compliance with regulations.
- Assisted in training new team members on customer service protocols and software systems.
- Monitored workflow efficiency, identifying areas for improvement in service delivery processes.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Education
High School Diploma -
Seminole High School
Seminole, FL06-1981
Skills
- Customer retention
- Conflict resolution
- Active listening
- Staff training
- Complaint handling
- Service quality assessment
- Team collaboration
- Performance coaching
- Product knowledge
- Communication skills
- Service delivery optimization
- Feedback implementation
- Customer service
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Complaint resolution
- Professional telephone demeanor
- Call center operations
- Scheduling
- Follow-up skills
- Paperwork processing
- Appointment scheduling
- Order processing
- Team development
- Technical support
- Quality control
- Clerical support
- Live chat support
- Filing
- Dispute resolution
- Customer education
- Product sales
Timeline
Customer Service Representative
Mortgage Investors Inc
01.2000 - 08.2003
Customer Service Representative
Dusel's Life
06.1981 - Current
High School Diploma -
Seminole High School