Robert Pestritto Jr.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.

Key Achievements:

• Consistently recognized for achieving top customer satisfaction scores in the team.
• Contributed to process enhancements that reduced ticket resolution time by 25%.

• Monitored and evaluated customer service interactions to ensure compliance with company policies and quality standards.
• Conducted regular coaching sessions with CSRs, providing actionable feedback to improve performance and adherence to best practices.
• Analyzed quality metrics and identified trends, presenting recommendations to management for process improvements.
• Collaborated with training teams to develop materials addressing common issues and knowledge gaps identified during evaluations.
• Played a key role in implementing a quality scorecard system, enhancing transparency and accountability within the team.

Key Achievements:

• Improved overall team quality scores by 33% within 3 months.
• Reduced customer complaint rates by 50% through targeted coaching initiatives.

• Lead a high-performing customer service team across multiple communication channels, including phone, email, chat, and social media, ensuring customer satisfaction and operational excellence
• Conduct hiring, onboarding, and continuous training programs for customer service representatives (CSRs), fostering a culture of growth and development
• Regularly evaluate team performance through interaction reviews and provide actionable coaching to drive improvements in customer engagement and team efficiency
• Resolve escalated customer issues with professionalism and creativity, delivering tailored solutions that enhance customer loyalty and brand reputation
• Analyze 'Voice of the Customer' data to identify trends, improve processes, and deliver actionable insights to key stakeholders
• Implement 'Sales through Service' initiatives, achieving a 25% increase in cross-sell and up-sell conversions
• Partner with workforce management to optimize scheduling and adherence, ensuring seamless customer support during peak times

Key Achievements:

• Improved customer satisfaction scores by 52% year over year
• Reduced response time across all channels by 15%, achieving SLA targets consistently
• Designed and executed team contests, increasing morale and productivity by 65%