Robin Israelson
Oxford,MA
Summary
Dynamic customer support professional with a proven track record of delivering effective solutions and enhancing client satisfaction. Expertise in resolving complex issues and fostering strong client relationships, coupled with a commitment to promoting team collaboration, drives success in fast-paced environments. Exceptional adaptability and communication skills enable swift responses to evolving customer needs while maintaining a focus on continuous improvement. A dedication to professionalism and confidentiality supports a positive attitude and eagerness for personal and team growth.
Overview
28
28
years of professional experience
Work History
Customer Solutions Representative III
National Grid
Northborough, MA
01.2026 - Current
- Collaborated with cross-functional teams to streamline processes for handling service requests effectively.
- Utilized CRM software to track interactions and maintain accurate records of customer communications.
- Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
- Developed training materials and resources to support ongoing staff development and performance enhancement.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Developed strong rapport with clients through consistent follow-ups on pending matters or requests, ensuring their needs were met promptly.
- Managed escalated cases with care and efficiency, working closely with other departments when necessary for issue resolution.
- Demonstrated adaptability through continuous learning of new systems and processes in a fast-paced environment, ensuring seamless integration into daily workflow.
- Improved team morale by actively participating in team-building activities and offering constructive feedback during meetings.
- Assisted in training new Customer Solutions Representatives, sharing best practices for effective communication and problem-solving skills.
Secretary
NAPA Auto Parts - Genuine Parts
Auburn, MA
11.2024 - 12.2025
- Organized and maintained filing systems, enhancing document retrieval efficiency.
- Developed procedures for data entry tasks, improving accuracy and consistency across documents.
- Safeguarded sensitive information by maintaining strict confidentiality protocols when handling personnel files or company documentation.
- Input data and processed system change to generate accurate reports.
- Coordinated and maintained impressive office organization to keep facilities efficient, organized, and professional.
- Supported efficient data management, entered and updated records in database to ensure accuracy and completeness.
- Input data into spreadsheets and databases.
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
- Processed incoming and outgoing mail and packages according to established procedures.
Receptionist Front Desk Clerk
H&R Block
Worcester, MA
01.2012 - 04.2026
- Facilitated efficient communication and reception services to enhance customer experience in a busy setting.
- Delivered exceptional customer service through effective communication and a welcoming demeanor.
- Facilitated effective communication by evaluating incoming calls and transferring to appropriate personnel to enhance service delivery.
- Executed thorough verification of payments and management of transactional data to ensure operational efficiency.
- Reviewed and verified daily financial records to maintain accuracy in accounting and bookkeeping practices.
- Managed front desk operations and ensured smooth customer check-in processes.
- Coordinated appointment scheduling to optimize availability for clients and tax professionals.
- Handled over 75 to 100 incoming calls daily, directing inquiries to appropriate Tax Professional promptly, and scheduling appoints as necessary.
Department Assistant for Field Engineering
Charter Communications
12.1998 - 07.2024
- Managed comprehensive pole licensing procedures with utility companies, encompassing application management, payment verification, and preparation for attachment.
- Authored detailed training guides to support construction coordinators in project execution and compliance.
- Implemented and optimized dashboard utilized for overseeing completion status of utility pole transfers.
- Facilitated collection of budget data to support financial decision-making and approval processes.
- Managed project liaison responsibilities with National Grid to ensure alignment through weekly meetings and comprehensive status reports.
- Led initiatives for high-profile executive meetings and team cookouts, enhancing engagement.
Managed logistics and details for various company events, contributing to successful outcomes.
Oversaw planning and execution of events, fostering team collaboration and morale. - Coordinated departmental communication, ensuring timely information flow among team members.
- Managed scheduling and calendar coordination for executives, optimizing time management and productivity.
- Led initiatives to improve interdepartmental collaboration, resulting in enhanced workflow efficiencies.
- Provided exceptional customer service by addressing concerns promptly and professionally, leading to increased satisfaction levels.
- Maintained accurate records and databases, contributing to an organized department environment.
- Monitored inventory of departmental supplies and replenished items to enable normal operations.
- Performed wide-ranging administrative, financial and service-related functions.
- Volunteered to help with special projects of varying degrees of complexity.
- Developed common document templates to enhance efficiency and minimize time spent on document preparation.
Cashier
BJs Wholesale Club
Worcester, MA
11.2017 - 01.2022
- Executed efficient processing of cash, credit, debit, and voucher payments to support customer transactions.
- Ensured compliance with regulations by verifying customer identification for alcohol and tobacco purchases.
- Managed both physical and digital payment records to uphold accuracy and adherence to regulatory requirements.
- Implemented training sessions for new staff, focusing on effective cash register operation, inventory procedures, and delivering exceptional customer service.
- Collaborated with various departments to provide assistance and ensure seamless workflow during peak periods.
- Increased sales by promoting add-on purchase items to customers
- Facilitated positive shopping experiences by guiding customers in finding products and enrolling them in the rewards program.
- Processed customer transactions efficiently, ensuring accurate cash handling and change distribution.
- Maintained knowledge of product promotions, enhancing customer experience through informed recommendations.
Education
High School Diploma -
North High School
Worcester, MA06.1981
Skills
- Strategic task assignment
- Document and records management
- Event organization
- Retail customer interaction
- Time management
- Organization
- CRM software
- Goal setting and achievement
Timeline
Customer Solutions Representative III
National Grid
01.2026 - Current
Secretary
NAPA Auto Parts - Genuine Parts
11.2024 - 12.2025
Cashier
BJs Wholesale Club
11.2017 - 01.2022
Receptionist Front Desk Clerk
H&R Block
01.2012 - 04.2026
Department Assistant for Field Engineering
Charter Communications
12.1998 - 07.2024
High School Diploma -
North High School
ACTIVITIES | HONORS
Charter Champions Award in 2013,
Multiple Charter Appreciation Awards,
Multiple Customer Service Awards,
Managed Relay-for-Life Cancer Walk for 15 years included multiple fund-raising events
Volunteered for Many Events
SOFTWARE/TOOLS
- Microsoft Word and Excel
- Prism
- Jira
- NJUNS
- Alden One
- QuickBooks
- Storms
- Smartsheet
- Sap Portal
- Sap Gui
- Maps & Records