Summary
Overview
Work History
Education
Skills
Timeline
Generic

Robert Dubs

Rochester,NY

Summary

Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact.

Skilled Residential Counselor with strong background helping Special Needs clients overcome personal challenges and cope with triggering situations. Focused on facilitating exploration of issues, developing individualized plans and developing important skills. Licensed by PA.

Overview

19
19
years of professional experience

Work History

Residential Counselor

Invision Human Services
04.2016 - Current
  • Monitored and documented client progress toward meeting goals and objectives.
  • Addressed behavioral and emotional needs of residents through activities and interventions, increasing resident socialization, interpersonal, and social skills.
  • Encouraged clients to develop self-advocacy skills and to become active participants in own treatment plans.
  • Resolved conflicts by performing in-time crisis intervention and enforcing discipline and behavior metrics.
  • Helped clients with special needs live their interpretation of a positive life.

Customer Service Representative

PECO CAP
01.2010 - 04.2016
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Helped low-income customers in Philadelphia, PA and surrounding communities with getting discounts and payment arrangements on their electric bills to avoid termination of service.
  • Offered advice and assistance to customers, paying attention to special needs or wants.

Camp Counselor

Camp Spencer
06.2004 - 07.2013
  • Worked with special needs clients of varying age, interest, skill, and developmental levels.
  • Led groups of special-needs safely through variety of camp activities.
  • Collaborated with other camp counselors to design fun and enriching learning activities for campers.
  • Instructed campers to observe proper behavior and etiquette to avoid conflicts and unruly activities.
  • Documented activities, injuries and accidents to inform families/caregivers and maintain consistent records.
  • Responded to emergency situations by following first-aid guidelines and coordinating with medical personnel for participants requiring medical attention.
  • Job applied specifically to Summers 2004-2007 & 2012, & part-time 2013, and some weekends 2004-2009.
  • Achieva was official employer 2004-2009, YMCA official employer 2012-2013.

Cart Pusher

Giant Eagle
03.2008 - 08.2009
  • Assisted customers in loading groceries into cars.
  • Gathered shopping carts and maintained organized cart storage at store entrance.
  • Collected carts left in parking areas and returned to retail stores.
  • Offered carts to patrons.
  • Filled in as bagger for groceries, and occasional maintenance duty.
  • Maintained friendly and enthusiastic attitude with focus on delivering quality customer service.

Education

Bachelor of Arts - Mathematics

Robert Morris University
Coraopolis, PA
06.2009

High School Diploma -

Quigley Catholic High School
Baden, PA
06.2003

Skills

  • Systemic Therapy
  • Resident Satisfaction
  • Complaint Resolution
  • Proficient in Word, Excel, Access and other Software
  • Goals and Performance

Timeline

Residential Counselor

Invision Human Services
04.2016 - Current

Customer Service Representative

PECO CAP
01.2010 - 04.2016

Cart Pusher

Giant Eagle
03.2008 - 08.2009

Camp Counselor

Camp Spencer
06.2004 - 07.2013

Bachelor of Arts - Mathematics

Robert Morris University

High School Diploma -

Quigley Catholic High School

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Robert Dubs