Summary
Overview
Work History
Education
Skills
Timeline
GeneralManager

Reginald Pauley

Driving and Customer Service
Charlotte,NC

Summary

Hardworking employee enthusiastic about learning the customer service field inside and out. Pursues opportunities to learn new skills and contribute to group success. Offers strong administrative, relationship-building and problem-solving abilities. Transportation professional dedicated to delivering packages on time and in perfect condition. Offering excellent interpersonal and time management skills. Experienced customer service agent with over 10 years of experience in customer service. Excellent reputation for resolving problems and improving customer satisfaction. Reliable employee seeking customer service position. Offering excellent communication and good judgment. Enthusiastic customer service rep eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of problem solving and training in the customer service field. Motivated to learn, grow and excel in customer service. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

17
17
years of professional experience

Work History

Driver

Serta Simmons Bedding
Charlotte, NC
06.2019 - 09.2022
  • Delivered goods and products to customer on time and in excellent condition.
  • Cleaned and maintained vehicle and assessed vehicle for damage after each shift.
  • Completed routine pre- and post-trip inspections to evaluate vehicles and assess maintenance needs.
  • Achieved consistent safety targets by adjusting driving to different road and traffic conditions, balancing loads and avoiding dangerous driving actions.

Customer Service Representative

JB And Associates
Charlotte, United States
10.2016 - 03.2019
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Promptly responded to inquiries and requests from prospective customers.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 100%.
  • Improved overall efficiency 100% by anticipating needs and providing outstanding support.

Customer Service Representative

Iqor
Charlotte, NC
03.2010 - 08.2016
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Recommended products to customers, thoroughly explaining details.
  • Responded to customer requests for products, services and company information.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Provided information regarding charge accounts and loyalty programs.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Maintained up-to-date knowledge of product and service changes.
  • Trained new personnel regarding company operations, policies and services.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Scored in top 5% of employees for understanding and resolving issue at hand.
  • Contacted clients to verify account information and maintain accuracy, resulting in 75% increase in client satisfaction.
  • Recorded actions taken, issues resolved and and any other necessary information to effectively manage customer accounts.
  • Effectively communicated with customers about account changes, new devices products or services and potential annual upgrades.

Collections Specialist

CJB And Associates
Charlotte, NC
05.2005 - 01.2010
  • Negotiated to collect balance in full.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Processed payments and applied to customer balances.
  • Counseled debtors on payment options and arranged installment agreements.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Monitored accounts for compliance with established payment plans and flagged non-compliances.
  • Used probing techniques to determine debtors' reasons for delinquency.
  • Handled 75% of outbound and inbound calls daily with goal of collecting owed debt.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Used skip tracing and other techniques to locate debtors.
  • Trained new team members on scripts, company services and collection strategies.
  • Processed payments and contracts on accounts.
  • Used scripted conversation prompts to convey current account information and obtain payments.
  • Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
  • Achieved monthly goals of $2500 or more through effective use of listening and problem solving skills.

Education

High School Diploma -

Myers Park High School
Charlotte, NC
05.2002

Skills

  • Verbal and Written Communication
  • Navigational Systems and GPS
  • Valid Driver's License
  • Customer Service
  • Customer Rapport
  • Time Management
  • Safe Driving Techniques
  • Documentation and Recordkeeping
  • Confidentiality Understanding
  • Corrective Actions
  • Microsoft Word
  • Reading Comprehension

Timeline

Driver

Serta Simmons Bedding
06.2019 - 09.2022

Customer Service Representative

JB And Associates
10.2016 - 03.2019

Customer Service Representative

Iqor
03.2010 - 08.2016

Collections Specialist

CJB And Associates
05.2005 - 01.2010

High School Diploma -

Myers Park High School

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Reginald PauleyDriving and Customer Service