Summary
Overview
Work History
Education
Skills
Education Certifications
Timeline
Generic

ROBERT CROMWELL

Hamden,CT

Summary

A seasoned professional with over ten years of customer service experience, poised to contribute to a dynamic call center team. Proficient in handling a high volume of inbound/outbound calls and thrive in a fast-paced environment. Supporting customers by addressing unique needs, and answering all inquiries. Well-versed in offering additional products and services. Dependable achiever committed to holding the highest ethical standards and ability to multitask and navigate diverse computer systems and programs. Skilled in remote work or call center settings and receptive to coaching, I am committed to delivering exceptional service and positively impacting the team.

Overview

29
29
years of professional experience

Work History

Remote Customer Service Representative

Afni, Inc.
Opelika, AL
03.2023 - 11.2023
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Developed strong customer relationships to encourage repeat business.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Made outbound calls to obtain account information.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.

Phlebotomy Technician

Quest Diagnostics
NY, NY
09.2011 - 06.2014
  • Performed venipuncture and other blood collection procedures according to established standards.
  • Assisted in the preparation of laboratory specimens for analysis and testing.
  • Maintained a clean, safe, and organized work environment.
  • Verified patient information prior to specimen collection.
  • Educated patients on proper blood draw techniques.
  • Monitored inventory levels of supplies used in phlebotomy services.
  • Adhered to HIPAA guidelines regarding patient privacy.
  • Provided excellent customer service while interacting with patients.
  • Delivered quality patient care by completing accurate and timely collection and transport of clinical specimens according to established procedures.
  • Centrifuged blood specimens in test tubes and capillary tubes to separate cells and sediment from blood serum.
  • Promoted blood specimen integrity for laboratory testing using accurate selection of collection tubes and correct technique.
  • Observed patient for unusual reactions or events to take appropriate action under established guidelines.
  • Collected specimens for drug screens, paternity tests and alcohol tests.
  • Labeled blood vials with critical information like time of collection, date and patient name.
  • Obtained variety of blood samples through venipuncture or capillary puncture using syringes, butterfly needles and straight needles.
  • Counseled patients to ease fears, explain procedures and enhance cooperation during blood draws.
  • Coordinated workflow based on stat, schedule, or outpatient needs.

Dishwasher/Porter

Mary Manning Walsh Nursing Home
NY, NY
03.2003 - 06.2004
  • Scrubbed and sanitized dishes, pots, pans, utensils, and other kitchen equipment.
  • Operated industrial dishwashers to clean plates, glasses, silverware, and cooking utensils.
  • Loaded dirty dishes into the dishwasher racks and unloaded clean dishes from the washer onto carts or shelves.
  • Cleaned food preparation areas such as countertops, cupboards, appliances exteriors, walls floors and sinks.
  • Removed garbage and trash to designated disposal areas in accordance with health regulations.
  • Maintained adequate levels of cleaning supplies for washing dishes.
  • Swept and mopped floors in the kitchen area at regular intervals throughout shift.
  • Assisted in preparing salads and desserts when requested by chefs or supervisors.
  • Filled out daily logs regarding temperature readings of dishwashers as required by health department regulations.
  • Organized trays with cutlery prior to serving meals to customers.
  • Ensured that workstations were kept neat and tidy throughout the shift.
  • Unloaded deliveries from vendors ensuring that all items were accounted for.
  • Maintained accurate records of all inventory used during shifts.
  • Backed up kitchen team members during heavy work periods to maximize team coverage.
  • Removed built-up waste and potential contaminants from waste receptacles, machinery and cooking equipment.
  • Unloaded trucks to move food and supplies from delivery vehicle to storage areas.
  • Followed proper procedures to clean large and unwieldy kitchen supplies.
  • Checked expiration dates on food items prior to stocking shelves.
  • Demonstrated dedication and work ethic through consistent attendance and top-level performance.

Market Research Surveyor

Opinion Access Corporation
Queens, NY
10.1998 - 08.1999
  • Conducted in-depth interviews with target customers to understand their needs and preferences.
  • Analyzed qualitative data from focus groups and surveys to identify customer trends and insights.
  • Maintained a database of respondents and contact information for future reference.
  • Conducted telephone interviews with consumers regarding products and services they have purchased or used recently.
  • Interpreted data collected from surveys, focus groups, interviews. to draw conclusions about consumer behavior.
  • Conducted phone interviews of political, social and consumer topics.
  • Communicated confidently and clearly with people of diverse backgrounds in [Number] hour shifts.
  • Administered polite and effective customer service to encourage interview engagement.
  • Inquired about brand awareness and loyalty to improve customer service satisfaction.
  • Used statistical software to log and evaluate data trends.
  • Asked questions in accordance with instructions to obtain person's name, address and age.
  • Explained survey objectives and procedures to interviewees, interpreting survey questions to help with comprehension.
  • Met with supervisor daily to submit completed assignments and discuss progress.
  • Identified and resolved inconsistencies in interviewees' responses by means of appropriate questioning or explanation.
  • Contacted consumers from prepared list to conduct interviews to obtain information.
  • Used statistical software to analyze data from surveys, old records or case studies.

Market Research Surveyor

Coast To Coast Incorporated
Stamford, CT
04.1995 - 09.1998
  • Conducted in-depth interviews with target customers to understand their needs and preferences.
  • Analyzed qualitative data from focus groups and surveys to identify customer trends and insights.
  • Maintained a database of respondents and contact information for future reference.
  • Conducted telephone interviews with consumers regarding products and services they have purchased or used recently.
  • Conducted phone interviews of political, social and consumer topics.
  • Followed interview protocol carefully to avoid influencing interviewee's perspective.
  • Attended pre-shift meetings and interview trainings to hone conversational skills.
  • Inquired about brand awareness and loyalty to improve customer service satisfaction.
  • Used statistical software to log and evaluate data trends.
  • Used market research to develop action plans regarding product introductions, modifications and campaigns.
  • Used computers or specified forms to compile, record and code results or data from interview or survey.
  • Reviewed data obtained from interview for completeness and accuracy.
  • Asked questions in accordance with instructions to obtain person's name, address and age.
  • Explained survey objectives and procedures to interviewees, interpreting survey questions to help with comprehension.
  • Met with supervisor daily to submit completed assignments and discuss progress.
  • Identified and resolved inconsistencies in interviewees' responses by means of appropriate questioning or explanation.

OPD Associate

Walmart
Raleigh, NC
08.2022
  • Conducted inventory checks to ensure the accuracy of merchandise for pick-up
  • Provided customer service support for inquiries, complaints, and returns.
  • Organized backroom areas to maintain a clean and organized work environment.
  • Ensured compliance with company safety regulations at all times while on the job.
  • Communicated clearly with customers in person and via telephone, driving positive experiences.
  • Bagged or packaged purchases and wrapped gifts.
  • Prepared merchandise for delivery to customer pick-up.
  • Assisted customers with selecting items and answering questions about products.
  • Supported management team to facilitate task completion and meet performance goals.
  • Built relationships with customers by providing friendly customer service.
  • Built and maintained relationships with peers and upper management to drive team success.
  • Followed cleaning and sanitation guidelines to meet health and OSHA requirements.
  • Greeted customers to determine wants or needs.

Structured Network Technician

CrewForce (Staffing Agency)
NY, NY
06.2015
  • Installed, configured, and tested network cabling systems such as Cat5e, Cat6, and fiber optics.
  • Troubleshot and repaired existing network cabling systems to ensure optimal performance.
  • Performed cable management tasks such as labeling cables, organizing patch panels, and routing wires through conduit or other pathways.
  • Identified potential hazards when installing network cables such as electrical wiring or water pipes.
  • Used various tools including punch-down blocks, crimping tools, wire strippers, testers and multi-meters for testing cables and diagnosing faults in the system.
  • Ensured compliance with industry standards such as TIA, EIA 568A, B while performing installations.
  • Maintained inventory of all necessary parts required for installation of new network cabling systems.
  • Traced existing cables using tone generators or other methods in order to identify their locations within walls or ceilings.
  • Replaced damaged cables due to wear and tear or accidental damage.
  • Monitored work areas for safety hazards during installation process and took corrective measures if needed.
  • Reviewed blueprints and schematics prior to beginning any installations in order to properly plan out the job.
  • Pulled lines to proper tension for safety and durability of installation work.
  • Installed, set up and repaired devices and system components.
  • Strung cables between newly installed or existing poles and restrung cables due to damage or sagging.
  • Set up modems and other hardware with necessary cables.
  • Completed line work at heights using bucket trucks and underground using access points.
  • Laid out cabling plans and ran through buildings to desired locations.
  • Worked with truck-mounted reels to complete large installation projects.
  • Established and modified networks and computers at businesses, schools, government buildings, medical facilities and homes.

Call Center Supervisor

King Teleservices Incorporated
Queens, NY
08.1999
  • Provided guidance, training, coaching and mentoring to call center team members.
  • Monitored calls for quality assurance purposes.
  • Developed and implemented customer service policies and procedures.
  • Conducted performance reviews of call center staff and documented results.
  • Resolved escalated customer complaints in a timely manner.
  • Implemented strategies to improve customer satisfaction levels.
  • Reviewed daily reports on call volume, sales, abandoned calls and other statistics.
  • Assigned tasks to agents based on their skillset and availability.
  • Maintained accurate records of all customer interactions using the company's CRM system.
  • Ensured that agents complied with applicable laws regarding privacy protection.
  • Managed staff scheduling to ensure adequate coverage during peak hours.
  • Created incentives for employees who achieved high performance standards.
  • Participated in hiring interviews and selection process for new team members.
  • Identified areas where additional training was needed among existing staff members.
  • Trained and supervised new employees to promote overall team productivity and consistent service.
  • Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Delivered constructive call process feedback.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Facilitated individual coaching sessions with CSRs to realign productivity goals.
  • Managed customer expectations by clarifying needs, identifying options and recommending products and services.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Recruited and trained new employees to meet job requirements.
  • Coached staff on strategies to enhance performance and improve customer relations.
  • Supported sales team members to drive growth and development.
  • Established ambitious goals for employees to promote achievement and surpass business targets.
  • Mentored newly hired employees by explaining tactics for building sales pipelines.

Education

Per Scholas College of Technology
The Bronx, NY
05-2014

Certication - Phlebotomy

Mandl School
New York, NY

Skills

  • Time Management
  • Leadership Skills
  • Product Knowledge
  • Microsoft Office Skills
  • Attention to Detail
  • Active listening Skills
  • Problem-Solving
  • Building Customer Loyalty
  • Interpersonal Skills
  • Conflict Resolution
  • Organization Skills
  • Soft & Hard Skillset
  • Communication
  • CRM
  • Computer Skills
  • Administrative Skills
  • Empathy
  • Teamwork Skills
  • Type 35 wpm
  • Microsoft Teams/Outlook
  • Excellent communication skills with an outstanding 90% customer retention rate, maintaining customer loyalty and growth for the company
  • Able to produce a 95% success rate during the resolution of difficult calls by providing top-notch customer service, assuring customer satisfaction upon completion of all inquiries
  • Exceeding company's daily expectations by 40% through timely resolution of inquiries, providing accurate input of customer data, upselling of products and services, and providing courteous and quality service to all customers
  • Use active listening skills by responding appropriately, paraphrasing to show understanding, asking open-ended or probing questions, documenting critical information being proved, and using short affirmations to build connections and gain trust
  • Respond to a high volume of both inbound/outbound calls with empathy, further establishing trust and reassuring customers concerns will be resolved within an appropriate timeframe
  • Effectively interprets information by maintaining accurate knowledge of all products and services needed to assist customers' inquiries and build company reputation
  • Utilize Strong organizational skills with the ability to multi-task in a fast-paced call center environment
  • Ability to work under minimal supervision, highly effective at working within an office or remote work-from-home setting
  • Dedicated to working alongside peers to resolve problems and promote teamwork
  • Dedicated to company growth through reliable attendance, meeting and exceeding departmental quality and productivity goals, and adhering to department policies
  • Providing exceptional verbal and written communication skills
  • Proficient with Microsoft Word/Excel and Microsoft Outlook
  • Focused on Building customer loyalty through communications skills, use of company rewards programs, and reviewing customer data and feedback
  • Utilize Time Management Skills by completing the most important task first, creating a to-do-list before starting the shift and reviewing for completion of tasks throughout the shift, minimizing time away from the workstation, and following Call Center procedures during communications with customers over multiple platforms (calls, email, chat, or video calls)
  • Ability to use organizational Skills to remain focused on single/multiple tasks by appropriate use of time, effort, and attention to Detail Through physical organization, prioritization, critical thinking and planning, well-informed decision-making, and effective communication to achieve desired goals
  • Use problem-solving skills to effectively resolve customer inquiries, identify customer concerns, implement a solution, and end a call with a positive outcome for both the company and the customer
  • I was promoted three times after demonstrating a strong work ethic and a consistent 92% customer retention productivity rating Excellent use of time management within scheduled work hours; displayed leadership qualities and great teamwork when assisting new coworkers with unanswered work-related questions—provided any needed support to new hires with navigating smoothly through the CRM and database systems Thereby helping increase productivity —promoted to the Team Leader role after six months and role of Supervisor within one year of first promotion

Education Certifications

  • Graduate Equivalency Degree, Board of Education, Springfield, MA
  • Network+, A+ Certifications, Per Sholas, College of Technology, Bronx, NY
  • Phlebotomy Certification, Mandl School, The College of Allied Health, NY, NY
  • Medical Office Assistant, Plaza College, Queens, NY

Timeline

Remote Customer Service Representative

Afni, Inc.
03.2023 - 11.2023

OPD Associate

Walmart
08.2022

Structured Network Technician

CrewForce (Staffing Agency)
06.2015

Phlebotomy Technician

Quest Diagnostics
09.2011 - 06.2014

Dishwasher/Porter

Mary Manning Walsh Nursing Home
03.2003 - 06.2004

Call Center Supervisor

King Teleservices Incorporated
08.1999

Market Research Surveyor

Opinion Access Corporation
10.1998 - 08.1999

Market Research Surveyor

Coast To Coast Incorporated
04.1995 - 09.1998

Per Scholas College of Technology

Certication - Phlebotomy

Mandl School

Similar Profiles

CREATE PROFILE
ROBERT CROMWELL