Summary
Overview
Work History
Skills
Timeline
Generic

Robert James Silva

Santa Clara,CA

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

12
12
years of professional experience

Work History

Customer Service Representative

Safelite Auto Glass
01.2024 - Current
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Updated account information to maintain customer records.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Customer Service Safety Specialists

Apple
06.2015 - 10.2023
  • Provided assistance in managing health and safety programs aligned with industry standards.
  • Led training courses for employees at all levels.
  • Escorted inspectors and answered questions about facility operations.
  • Conducted safety training and education to employees to increase awareness of safety hazards and empower employees to work safely.
  • Conducted regular safety inspections and audits to identify potential hazards and prevent accidents and injuries.
  • Developed and implemented safety policies and procedures to establish clear guidelines for safe work practices and comply with regulations.
  • Responded to any emergencies as instructed and with utmost efficiency.

Lead Specialist

Security Industry Specialists
08.2012 - 06.2015
  • Listened and responded to customer requests and forwarded necessary information to superiors.
  • Developed and managed relationships with key clients and partners to drive growth.
  • Followed all company policies and procedures to deliver quality work.
  • Assisted with staff training to enforce quality, safety and sanitation guidelines.
  • Interpreted clients' needs and introduced services to fit specific requirements.
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.

Skills

  • Corrective Action Planning
  • Training and Mentoring
  • Safety Training
  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Data Entry
  • Problem Resolution
  • Call center experience
  • Complaint Handling

Timeline

Customer Service Representative

Safelite Auto Glass
01.2024 - Current

Customer Service Safety Specialists

Apple
06.2015 - 10.2023

Lead Specialist

Security Industry Specialists
08.2012 - 06.2015
Robert James Silva