Richard Capasso
Bloomfield
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations.
Overview
10
10
years of professional experience
Work History
Client Care Specialist
Hoffman Toyota
01.2025 - Current
- Delivered exceptional client care through active listening and effective communication techniques.
- Resolved client inquiries promptly, ensuring high levels of satisfaction and retention.
- Collaborated with cross-functional teams to streamline service processes and enhance customer experience.
- Implemented feedback mechanisms to gather client insights, driving continuous improvement initiatives.
- Managed high call volume efficiently, prioritizing urgent requests and maintaining composure under pressure.
Customer Service Representative
ConnectiCare
05.2022 - 07.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer Service Representative
Liberty Mutual
02.2021 - 03.2022
- 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.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Representative
MassMutual
02.2017 - 09.2020
- 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.
- Responded to customer requests for products, services and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Cultivated customer loyalty, promoted repeat business and improved sales.
Department Manager
Walmart
06.2015 - 01.2017
- Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands.
- Worked actively with management team to create daily and weekly sales plans based on weekly sales trends.
- Communicated with managers of other departments to maintain transparency.
- Kept employee workloads fair and balanced to achieve objectives while maintaining high job satisfaction.
- Motivated associates to consistently deliver effective selling behaviors through coaching and recognition.
Education
No Degree - Computer Science And Programming
Capital Community College
Skills
- Courteous with Strong Service Mindset
- Responding to Difficult Customers
- Order and Refund Processing
- Customer Account Management
- Data Entry and Maintenance
- Calm and Professional Under Pressure
Timeline
Client Care Specialist
Hoffman Toyota
01.2025 - Current
Customer Service Representative
ConnectiCare
05.2022 - 07.2024
Customer Service Representative
Liberty Mutual
02.2021 - 03.2022
Customer Service Representative
MassMutual
02.2017 - 09.2020
Department Manager
Walmart
06.2015 - 01.2017
No Degree - Computer Science And Programming
Capital Community College