Robin Festherson
Chicago,IL
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
5
5
years of professional experience
Work History
Call Center Representative
Cook County Health Services
Matteson, IL
06.2023 - Current
- Answered incoming calls promptly and professionally, addressing customer inquiries with empathy and understanding.
- Managed difficult situations calmly and effectively while maintaining a positive attitude towards customers.
- Proficiently handled high call volumes while maintaining quality service standards.
- Explained product features and benefits to customers to encourage sales.
- Listened to feedback from call manager and implemented changes in future calls.
Contact Center Representative
Webster Bank
Jericho, NY
12.2022 - 06.2023
- Adhered to company policies and scripts to consistently achieve call time and quality standards.
- Responded to customer calls to answer questions about transactions and balances.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Ordered checks for customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of rates on CD.
- Investigated and resolved customer inquiries and complaints quickly with their online banking profile.
Administrator
St. Sabina Resource Center
Chicago, IL
06.2022 - 09.2022
- Maintained personnel records and updated internal database to support document management.
- Took report on work ethic and accomplishments of employer and transmitted information and documents to internal personnel.
- Collected hours worked for payroll.
- Computerized office activities, maintained customer communications, and tracked records by visiting the employer.
Independent Contractor
Amazon
Skokie, IL
05.2020 - 06.2022
- Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
- Route to route delivery with GPS guidance.
- Completed packages delivery after pick-up.
- Optimized websites and mobile applications to achieve maximum performance.
Data Entry Clerk
Kelly Temporary Services
Melrose Park, IL
03.2020 - 03.2020
- Completed data entry tasks with accuracy and efficiency.
- Organized, sorted, and checked input data against original documents.
- Input data into a spreadsheet and a database.
- Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
Education
High School Diploma -
George Westinghouse
Chicago, IL06-1986
Skills
- Customer Service
- Quality Assurance
- Product Upselling
- Payment Processing
- Technical Support
- Complaint resolution
- Microsoft Word
- Type 30 WPM
Accomplishments
- Peer to Peer awards
References
References available upon request.
Timeline
Call Center Representative
Cook County Health Services
06.2023 - Current
Contact Center Representative
Webster Bank
12.2022 - 06.2023
Administrator
St. Sabina Resource Center
06.2022 - 09.2022
Independent Contractor
Amazon
05.2020 - 06.2022
Data Entry Clerk
Kelly Temporary Services
03.2020 - 03.2020
High School Diploma -
George Westinghouse
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