Robert DeJesus

Scheduled roofing replacement estimates from inbound leads efficiently.

Consistently delivered outstanding service and exceeded expectations.

Participated in developing and improving processes for new systems.

Successfully deescalated upset customers and resolved conflicts with professionalism.

Managed all Spanish-speaking inquiries with clarity and support.

• Enhanced sales performance through employee training and coaching.
  
  Identified operational issues and suggested actionable solutions for improvement.
  
  Efficiently addressed customer complaints, questions, and orders to ensure satisfaction.
  

• Managed high-volume workloads in a deadline-driven environment, resolving 450-500 inquiries per week while consistently meeting performance benchmarks in speed, accuracy, and call volume.
  
  Served as a lead subject matter expert and mentor/trainer for new and established agents.
  
  Achieved top customer service ratings (90-100%) in communication, listening, problem resolution, and customer satisfaction.
  
  Recognized as #1 Customer Service Rep in 2010 out of 50 reps for accuracy, service quality, and call duration.
  
  Co-developed an on-the-job training program reducing training time for new employees.
  
  Contributed to an 8% sales increase (2009-2014) by improving lead generation and sales techniques.
  
  Completed voluntary customer service training to further enhance productivity and satisfaction.

• Supervised crews of 20+ employees, delegating tasks to achieve daily production goals and deadlines.
  
  Managed full order processing from layout preparation to product completion.
  
  Researched and resolved customer complaints with efficiency and professionalism.
  
  Oversaw government life-saving equipment production and quality control testing.
  
  Handled purchasing assistance, shipping and receiving, inventory, and material supervision.