Robbyn Walton
Antioch,TN
Summary
Dedicated and Experienced Customer/Trust and Safety Representative with 30 years in the business. Well-versed in Communication Skills when dealing with Customers, Clients and Management. Critical Thinker with the ability to handle issues in a Calm Demeanor with Persuasive Speaking Skills. Can do any assignment given with Effectiveness and Determination. A Team Player dedicated to Workplace Satisfaction and making sure to solve Risk Issues before escalation.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Contact Service Supervisor
Kroll
10.2021 - Current
- Assisted with training and development of team members.
- Handled customer complaints and inquiries.
- Monitored team's performance and gave feedback when necessary.
- Updated job knowledge by attending workshops, training sessions and educational opportunities.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Handled customer inquiries and suggestions courteously and professionally.
- Updated account information to maintain customer records
Customer Service/Trust and Safety Representative
Uber Technologies Inc.
03.2021 - 09.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Answered constant flow of customer calls with minimal wait times.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered over 200 calls per shift to meet fast-paced call center demands.
Customer Service Lead
Postmates
04.2015 - 03.2021
- Provided primary customer support to internal and external customers.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- 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.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Answered constant flow of customer calls with minimal wait times.
- Resolved Safety issues over phone with customers daily.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Answered average of 200 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
Education
Associate of Applied Business - Business
Bakers Business College
Flint, MI05.1992
High School Diploma -
Carman-Ainsworth High School
Flint, MI06.1990
Skills
- Complaint resolution
- Inbound and Outbound Calling
- Pos System Expert
- Critical Thinker
- Management
- Communication
- Customer Care
- Slack
- Salesforce
- Genesys Cloud
- Interpersonal Skills
- Microsoft Word
- Team Work Skills
- Call Center
- Risk Assessment
- Problem Solving
- Excel
- Customer Service
- OneLogin
- Ujet
- Zendesk
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction.
Certification
- Certified Self Improvement
- Business Management
Self Improvement
I took a Self Improvement Course to upgrade myself, which helped in my Career.
Timeline
Contact Service Supervisor
Kroll
10.2021 - Current
Customer Service/Trust and Safety Representative
Uber Technologies Inc.
03.2021 - 09.2021
Customer Service Lead
Postmates
04.2015 - 03.2021
Associate of Applied Business - Business
Bakers Business College
High School Diploma -
Carman-Ainsworth High School
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