Roberto McLeod
Augusta,GA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Housekeeper
White Glove Test Cleaning Service
Augusta, GA
03.2023 - 06.2024
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Vacuumed rugs and carpeted areas in offices, lobbies, and corridors.
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
- Monitor the inventory of supplies daily.
- Disposed of trash and recyclables each day to avoid waste buildup.
Customer Service Representative( Remote)
Transcom North America
Denver, CO
08.2020 - 01.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Answered average of 20 calls, and 40 emails daily addressing customer inquiries, solving problems and providing product information.
- Scored in top 5% of employees for successful metrics.
Inside Sales Representative
WOW Cable
Augusta, GA
06.2015 - 02.2020
- Increased sales by 10% offering advice on purchases and promoting additional products.
- Achieved monthly sales goals by 10% promoting product benefits and enrolling new clients.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Reached out to customers after completed sales to evaluate satisfaction and determine immediate service requirements.
- Increased sales by offering consultation on products and services and applying customer service and upselling techniques.
- Attended advanced training sessions and conferences to increase product knowledge and productivity.
- Cold-called leads and closed large number of new sales over several months.
- Tailored sales approaches and techniques to specific client needs to increase marketing effectiveness.
- Implemented brand marketing and sales campaigns.
- Documented customer interactions using Sales Force to capture data in processing system.
- Set up new accounts, established customer credit, and set up payment methods.
Tech Support Customer Service Rep/Mentor(Verizon)
Sitel
Augusta, GA
05.2013 - 06.2015
- Mentored up to 10 agents also cross-trained and provided back up for customer service managers including escalated calls.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Provided Tier 1 IT support to non-technical internal users.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and tablets.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Managed high levels of call flow and responded to technical support needs.
- Activated accounts for clients interested in new services.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Education
High School Diploma -
Glenn Hills High School
06.1995
Skills
- Sales Expertise
- Staff Training
- Active Listening
- Customer Relations
- Microsoft Word
- Credit Card Payment Processing
- Microsoft Excel
- Technical Support
- Customer Service
- Closing Sales
- Critical Thinking
- Customer Retention Strategies
Timeline
Housekeeper
White Glove Test Cleaning Service
03.2023 - 06.2024
Customer Service Representative( Remote)
Transcom North America
08.2020 - 01.2023
Inside Sales Representative
WOW Cable
06.2015 - 02.2020
Tech Support Customer Service Rep/Mentor(Verizon)
Sitel
05.2013 - 06.2015
High School Diploma -
Glenn Hills High School
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