Robert Clemmons
Oklahoma City,OK
Summary
Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
Williams Sonoma Inc.
Oklahoma City, OK
10.2023 - Current
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Assisted with customer requests and answered questions to improve satisfaction.
- Maintained updated knowledge through continuing education and advanced training.
- Worked with cross-functional teams to achieve goals.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Identified needs of customers promptly and efficiently.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
Customer Retention Specialist
DISH
Oklahoma City
03.2020 - 06.2020
- Responsible for retaining customers by sharing my knowledge and enthusiasm about company pricing, service, and technology
- Explained new products and services to customers.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Analyzed customer feedback and developed new techniques to ensure customer retention.
- Maintained records of all customer interactions and transactions in CRM system.
- Promoted customer retention by using exceptional interpersonal skills.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Customer Service Representative
Enterprise Holdings
Oklahoma City
08.2018 - 10.2019
- Assisted customers with scheduling rentals
- Assisted customers with any issues regarding billing and issues arriving while in rental
- Provided customers with assistance with our Loyalty programs at Enterprise, National, and Alamo.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
Plasma Processor
Octapharma
Oklahoma City
09.2017 - 07.2018
- Handle inventory control, sorting specimens and then logging them in computers
- Match orders with specimen labels and complete delivery reports
- Provided routine equipment maintenance
- Kept the lab organized and clean
- Promoted to Quality Assurance back up.
- Kept detailed logs of all operations performed throughout each shift.
- Assisted with periodic maintenance tasks required by company policy or manufacturer guidelines.
- Participated in training sessions covering safety procedures and other topics relevant to job duties.
- Ensured all documentation related to the plasma process was accurate and up-to-date at all times.
- Assembled components for use in plasma processes according to specifications.
- Provided technical guidance to other team members in the operation of plasma processing equipment.
- Obtained serum or viral swab samples for analysis.
- Troubleshot problems that arose during production runs and took corrective action when needed.
Customer Support Specialist
AT&T
08.2013 - 06.2016
- Monitored trends in incoming requests from customers for identifying potential problems or opportunities for improvement.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Investigated customer complaints regarding product quality or service rendered.
- Researched customer inquiries using available resources such as FAQs and online forums.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
- Mentored new employees on procedures and policies to maximize team performance.
Support Manager
Walmart
07.2012 - 06.2013
- Developed strategies for handling difficult situations encountered during interactions with customers.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Analyzed data to identify opportunities for improving support levels.
- Identified opportunities for process improvements within the department.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Improved internal processes to increase customer response times and employee productivity.
- Managed daily operations of the customer service department, including staffing schedules and resource allocation.
- Trained new employees on company policies and procedures related to customer service.
- Recruited, hired, trained, coached, evaluated, motivated and disciplined personnel as needed.
- Provided ongoing training to maintain productivity and effectiveness of staff.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Assigned work and monitored performance of project personnel.
- Monitored staff interactions with customers to provide real-time coaching.
Support Manager
Walmart
07.2007 - 03.2010
- Developed strategies for handling difficult situations encountered during interactions with customers.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Identified opportunities for process improvements within the department.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Improved internal processes to increase customer response times and employee productivity.
- Managed daily operations of the customer service department, including staffing schedules and resource allocation.
- Trained new employees on company policies and procedures related to customer service.
- Recruited, hired, trained, coached, evaluated, motivated and disciplined personnel as needed.
- Provided ongoing training to maintain productivity and effectiveness of staff.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Assigned work and monitored performance of project personnel.
Media Specialist Customer Service Representative
Best Buy
09.2004 - 05.2007
- Organized library media supplies, main catalog, special equipment and permanent records.
- Managed records for current catalog, audio-visual equipment and available supplies.
- Used physical books, internal databases and online resources to help patrons with diverse questions.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Educated customers on special pricing opportunities and company offerings.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education
Bachelor's - Chemistry
Mississippi Valley State University
Itta Bena, MS05.2003
High school or equivalent -
South Pike Senior High School
05.1999
Skills
- Microsoft Office
- Microsoft Excel
- Quality Assurance
- Inventory Control
- Laboratory Experience
- Quality Control
- Administrative Experience
- Troubleshooting
- Maintenance
- Heavy lifting
- Databases
- Chromatography
- Spectroscopy
- Typing
- Computer hardware
- Data Entry
- Product Knowledge
- Complaint Resolution
- Call Management
- Inbound and Outbound Calling
- Problem-Solving Abilities
Languages
English, Expert
Timeline
Customer Service Representative
Williams Sonoma Inc.
10.2023 - Current
Customer Retention Specialist
DISH
03.2020 - 06.2020
Customer Service Representative
Enterprise Holdings
08.2018 - 10.2019
Plasma Processor
Octapharma
09.2017 - 07.2018
Customer Support Specialist
AT&T
08.2013 - 06.2016
Support Manager
Walmart
07.2012 - 06.2013
Support Manager
Walmart
07.2007 - 03.2010
Media Specialist Customer Service Representative
Best Buy
09.2004 - 05.2007
Bachelor's - Chemistry
Mississippi Valley State University
High school or equivalent -
South Pike Senior High School
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