Robert Fikar
Lakeland,FL
Summary
Dynamic professional with a proven track record at GEICO, excelling in customer service and leadership. Enhanced team productivity through effective training and performance improvement strategies. Adept at relationship building and decision-making, consistently delivering exceptional customer engagement and satisfaction. Committed to fostering professional growth and mentoring current employees and new hires for success.
Overview
7
7
years of professional experience
Work History
High Performance Associate
GEICO
10.2024 - Current
- Developed and implemented strategies to increase customer satisfaction and engagement.
- Enhanced team productivity by streamlining communication and implementing efficient project management tools.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one coaching/mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Trained and mentored 41 new personnel hired to our new Billing Department.
- Applied training techniques to improve performance.
Internet Service Agent
GEICO
04.2018 - Current
- Utilized strong communication skills to effectively address customer concerns and provide solutions that met their needs.
- Demonstrated adaptability by quickly learning new systems, tools, and procedures as needed for optimal performance.
- Assisted clients with inquiries, resolving issues promptly and professionally for improved client relations.
- Handled challenging situations calmly and professionally, finding effective solutions under pressure without compromising quality of service delivery.
- Assisted in training new team members on company policies, procedures, and best practices for successful integration into the team.
- Upheld company reputation by adhering to strict guidelines regarding privacy protection when handling sensitive client information.
- Participated in regular meetings to discuss performance metrics, identify areas for improvement, and develop strategies to achieve goals.
- Managed high chat volumes while maintaining excellent customer service standards for prompt issue resolution.
- Elevated the overall customer experience by consistently delivering personalized, attentive service and addressing client needs with urgency.
Education
High School Diploma -
Marist College
Poughkeepsie, NY05-2009
Skills
- Customer service
- Time management
- Customer relationship management (CRM)
- Leadership qualities
- Customer interaction
- Customer engagement
- Decision-making
- Relationship building
- Courteous and professional
- New hire training
- Product knowledge
- Performance improvement
Timeline
High Performance Associate
GEICO
10.2024 - Current
Internet Service Agent
GEICO
04.2018 - Current
High School Diploma -
Marist College
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