Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Timeline
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ROBERT ROGOZINSKI

Millcreek,UT

Summary

Experienced Customer Care Professional seeking an opportunity to apply my knowledge and abilities to make a positive impact on response times and customer care. Organized, attentive and motivated to improve program quality. Accustomed to contributing to teams and working on solo projects.

Overview

13
13
years of professional experience

Work History

Senior Customer Care Associate

Daily Harvest
Salt Lake City, UT
11.2020 - Current
  • Documented customer inquiries and feedback, including service delivery suggestions in company database.
  • Kept customer and system account information accurate and current to support timely resolutions for all concerns.
  • Provided high level of quality control, eliminating downtime to maximize revenue.
  • Delivered customer support to high call load each shift.
  • Promptly responded to customer inquiries and resolved complaints to promote loyalty.
  • Maintained high satisfaction score by consistently resolving first-call issues.

Systems Development Specialist

Clearsource
Sandy, UT
11.2017 - 06.2020
  • Researched, developed and implemented proprietary programs for use by call center agents.
  • Coordinated with trainers or facilitators to ensure streamlined services
  • Facilitated group testing and user experience workshops

Quality Assurance Analyst

Clearsource
Salt Lake City, UT
10.2015 - 11.2017
  • Monitored up to 60 people per week by listening to or reading 5 of their customer interactions. Through this, we were able to continuously provide valuable coaching notes that helped increase and eventually maintain our CSAT scores above 95%
  • Gave feedback on a monthly basis to company leadership that would help improve the customer and agent experiences.
  • Called customers back for tier three escalated calls to mitigate CEO escalations and complaints.
  • Created QA training content and presented it to every new hire class.
  • Performed Side by side coaching with agents that were struggling in specific areas of the quality form




Quality Assurance Analyst

EReplacementParts.com
Midvale, UT
02.2011 - 03.2014
  • EReplacementparts.comMidvale, Monitored inbound and outbound calls between employees and customers to ensure policy and procedure compliance.
  • Provided feedback and training
  • Called customers back for tier three escalated calls and additional assistance

Education

High School Diploma -

2007

Skills

  • High customer service standards
  • Proficient with Microsoft Office Suite
  • Dedicated to process improvement
  • Customer Relationship Management software
  • Conflict resolution proficiency
  • Strong problem solving ability
  • Multi-channel contact center software
  • Training manual contributor

Affiliations

Clear Hero Award for Teamwork and Accountability - given Januray 19th 2018

Clear Hero Award for Humble Confidence - given August 24th 2018

Clear Hero Award for Hardworking and Smart - given July 14th 2017

Accomplishments

  • Promoted 4 times in 6 years from a customer service representative to Sytstems development specialist
  • Designed, tested, coded and launched proprietary software for use in a sales pitch in under 50 hours
  • Assisted in the design of multiple training curriculums
  • Assisted int he development of multiple quality assurance forms

Timeline

Senior Customer Care Associate

Daily Harvest
11.2020 - Current

Systems Development Specialist

Clearsource
11.2017 - 06.2020

Quality Assurance Analyst

Clearsource
10.2015 - 11.2017

Quality Assurance Analyst

EReplacementParts.com
02.2011 - 03.2014

High School Diploma -

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ROBERT ROGOZINSKI