Robert Roussett
San Antonio,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Alorica
01.2021 - 12.2024
- Responded to customer requests for products, services, and company information.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Tracked customer service cases and updated service software with customer information.
- 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.
- Documented and detailed calls and complaints using call center's CRM database.
- Approved and terminated customer contracts upon request.
- Maintained and managed customer files and databases.
Assistant Manager
Chestnut Park Apartments
12.2015 - 01.2021
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Generated repeat business through exceptional customer service.
- Mentored team members to enhance professional development and accountability in workplace.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Customer Service Representative
United Healthcare Group
10.2008 - 12.2015
- Responded to customer requests for products, services, and company information.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Processed customer service orders promptly to increase customer satisfaction.
- Maintained up-to-date knowledge of product and service changes.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Investigated and resolved accounting, service and delivery concerns.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
Professional Personal Development Program
Star Force
San Antonio, TX10.2021
Bachelor of Arts - English Literature
Texas A&M University - Kingsville
Kingsville, TX05.1991
Skills
- Data Collection
- Scheduling
- Consultative Sales
- Data Entry
- Account updating
- Call Management
- Appointment Scheduling
- Complaint resolution
- Product Knowledge
- Paperwork Processing
- Order Fulfillment
- Proofreading
- Customer Relations
- Critical Thinking
- Conflict Mediation
- Customer Education
Timeline
Customer Service Representative
Alorica
01.2021 - 12.2024
Assistant Manager
Chestnut Park Apartments
12.2015 - 01.2021
Customer Service Representative
United Healthcare Group
10.2008 - 12.2015
Professional Personal Development Program
Star Force
Bachelor of Arts - English Literature
Texas A&M University - Kingsville
Similar Profiles
Kayla KeesKayla Kees
Customer Service Representative at AloricaCustomer Service Representative at Alorica
Arnel LigayaArnel Ligaya
Alorica Learning Specialist at AloricaAlorica Learning Specialist at Alorica
Caitlynn NemitzCaitlynn Nemitz
Fraud Analyst at AloricaFraud Analyst at Alorica