Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Hi, I’m

Robert Whalen

Salisbury,MD
Robert Whalen

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

7
years of professional experience
1
Certification

Work History

United Healthcare Group

Customer Service Advocate
01.2018 - 09.2021

Job overview

  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Maintained and managed customer files and databases.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.

Cricket Wireless

Assistant Store Manager
02.2016 - 12.2017

Job overview

  • Processed payments for credit and debit cards and returned proper change for cash transactions.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
  • Rotated merchandise and displays to feature new products and promotions.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Maintained positive customer relationships by responding quickly to customer service inquiries.
  • Walked through store areas to identify and proactively resolve issues negatively impacting operations.

Verizon Wireless

Sales Associate
04.2014 - 02.2016

Job overview

  • Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
  • Engaged with customers to build rapport and loyalty.
  • Engaged with customers to effectively build rapport and lasting relationships.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Solved customer challenges by offering relevant products and services.
  • Provided positive first impressions to welcome existing, new, and potential customers.
  • Built relationships with customers to encourage repeat business.
  • Educated clients on current promotional offerings and products using persuasive selling tactics.
  • Awarded Top Employee 2015

Education

Beacon High School
Beacon, NY

High School Diploma

Skills

  • Credit Card Processing
  • International Sales Support
  • Promotional Support
  • Account Management
  • Order Fulfillment
  • Call Center Operations
  • Computer Proficiency
  • Microsoft Office Suite
  • Sales Expertise
  • Problem-Solving Abilities
  • Staff Education and Training
  • Technical Support

Accomplishments

  • Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
  • Awarded “Employee of the Year” in 2015.

Certification

  • CFR - Certified First Responder

Timeline

Customer Service Advocate

United Healthcare Group
01.2018 - 09.2021

Assistant Store Manager

Cricket Wireless
02.2016 - 12.2017

Sales Associate

Verizon Wireless
04.2014 - 02.2016

Beacon High School

High School Diploma

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Robert Whalen