Robert McClellan
Gilbert,AZ
Summary
Dedicated call center Operations Associate with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
17
17
years of professional experience
Work History
Operations Associate
Wells Fargo & Company
02.2006 - Current
- Communicated with internal personnel to provide status updates on repair work orders.
- Collaborated with peers and other business areas to leverage best practices.
- Managed costs and quality of work performed by external vendors for Wells Fargo Corporate Properties.
- Received quote requests from vendors to determine best rates for organization.
- Streamlined office operations by computerizing activities, managing internal customer communications, and tracking records and documents.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Answer over 100 calls per shift to meet fast-paced call center demands.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Researched issues through identification of similar past problems and recommended most appropriate solutions.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Entered work orders into OT2 computer database system.
- Sought ways to improve processes and services provided.
- Effective liaison between customers and internal departments.
- Communicated professionally with colleagues, vendors, and internal/external customers
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective and authentic communication.
- Delivered prompt service to prioritize internal customer needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Education
No Degree - Business Administration And Management
University of Arizona
Tucson, AZAssociate of Science - Fire Science
Maricopa Community Colleges - Phoenix College
Phoenix, AZ05.1995
Skills
- Effective and Authentic Communication
- Spelling/Grammer
- Safety Procedures
- Personnel Management
- Operations and Procedural Knowledge
Board Member for ICAN (International Cancer Advocacy Network)
I raise money and help organize the annual golf tournament
Timeline
Operations Associate
Wells Fargo & Company
02.2006 - Current
No Degree - Business Administration And Management
University of Arizona
Associate of Science - Fire Science
Maricopa Community Colleges - Phoenix College
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