Robyn Schwartz
Las Vegas,NV
Summary
Customer Service Specialist with 8+ years of experience delivering exceptional service in high-volume environments. Known for maintaining 98% satisfaction scores, reducing hold times by 8%, and improving retention through proactive engagement. Empathetic communicator skilled in CRM platforms, upselling, and team leadership.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
TELUS International
Las Vegas, NV
02.2023 - 12.2024
- Managed high-volume inbound support calls, reducing average hold time by 8%
- Maintained a 98% customer satisfaction rate through consistent, empathetic service
- Improved retention by 9% through strategic upselling and product recommendations
- Leveraged CRM knowledge to track inquiries and provide prompt resolutions
- Achieved net promoter score of 40+ by building rapport and exceeding expectations
Customer Service Assistant Manager
AAA Bar & Restaurant Supply Co.
Las Vegas, NV
01.2015 - 02.2023
- Delivered compassionate service with a 99.5% customer approval rating
- Partnered with leadership to develop 12 lifecycle checklists improving efficiency
- Upsold 28% of customers on warranties and additional products
- Anticipated customer needs and provided product guidance and support
Lead Food Server
Mama Jo's Italian Bistro
Las Vegas, NV
06.2013 - 01.2015
- Interacted with 200+ customers daily, maintaining a friendly and professional demeanor
- Boosted customer satisfaction rating from 4.2 to 4.7 stars through excellent service
- Led four yearly team training sessions with incentives to boost team morale
- Improved shift efficiency by 7% through proactive preparation and communication
Education
Medical Billing & Coding - Medical
NUC University
Orlando, FL12-2025
High School Diploma -
Bonanza High School
Las Vegas, NV06.1998
Skills
- Decision Making
- CRM Platforms (Zendesk, Salesforce)
- Empathy
- Customer Retention
- Creative Problem Solving
- Team Leadership
- Integrity
- Upselling & Cross-selling
- Professionalism
- Product Knowledge
- Collaboration
- Independent Work
Timeline
Customer Service Representative
TELUS International
02.2023 - 12.2024
Customer Service Assistant Manager
AAA Bar & Restaurant Supply Co.
01.2015 - 02.2023
Lead Food Server
Mama Jo's Italian Bistro
06.2013 - 01.2015
Medical Billing & Coding - Medical
NUC University
High School Diploma -
Bonanza High School