Roderick Roberson Jr
Milwaukee,WI
Summary
Motivated and dependable professional with years of expertise in fast-paced environment utilizing excellent Client Relations and Service Satisfaction with a proven track record of success in compliance, detail responsiveness, process improvement and leadership.
Overview
14
14
years of professional experience
Work History
Remote Customer Experience Specialist Team Lead
One America Retirement Services
05.2017 - Current
- Demonstrate superior customer service and professionalism at all times
- Work to resolve any issues/concerns in order to retain loyal business and increase client satisfaction
- Proficient navigation through assigned software in order to complete established tasks
- Educate participants on questions and available options pertaining to contributions, withdrawals and product information
- Meet/exceed all key performance and quality metrics.
- Implemented process improvements that increased efficiency by 15%.
- Collaborated with other departments to ensure timely resolution of customer requests.
- Analyzed data from surveys to identify trends in customer feedback.
- Monitored call center metrics such as average handle time, abandoned calls.
- Responded promptly to escalated customer complaints and inquiries.
- Coached and mentored staff on customer service techniques, policies, and procedures.
Remote Customer Experience Specialist Team Lead
Wells Fargo
06.2013 - 05.2017
- Developed customer service policies and procedures to ensure optimal customer experience.
- Provided technical support to customers and troubleshoot their queries.
- Engaged with customers via phone, email, chat or social media platforms for responding to their inquiries.
- Collaborated with other departments such as sales, marketing, product development and finance teams for understanding customer needs better.
- Identified opportunities for providing additional services or products to existing customers.
- Monitored online reviews of customers and responded promptly where required.
- Maintained records of all interactions with customers in a database system.
- Implemented new technologies that improved the speed and accuracy of response time for customers.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Promoted available products and services to customers during service, account management and order calls.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Interviewed customers to obtain financial information, payment history and other relevant details.
- Maintained accurate records of all customer contact attempts and account updates in the database system.
Deposit Operations Processor
First Citizens Bank and Trust Company
08.2011 - 06.2013
- Performed daily reconciliation of accounts and accurately review and verified electronic payment processing and exception items
- Balanced imaged checks and deposits,
- Made corrections and end of day balancing.
- Identified areas where processes can be improved upon to increase efficiency and productivity.
- Ensured proper security measures were taken when handling sensitive customer data.
Senior Product Support Specialist
Spectrum
10.2009 - 07.2011
- Provided technical support to customers and internal teams on product issues.
- Developed and maintained customer relationships through communication channels such as email, phone and live chat.
- Resolved complex customer inquiries related to the use of products or services via telephone or online communication platforms.
- Created knowledge base articles for common customer inquiries related to products or services.
- Identified opportunities for process improvement within the product support team structure.
- Maintained up-to-date records of all service requests in a centralized database system.
- Implemented strategies that increased customer satisfaction ratings by 10%.
- Provided leadership and mentorship to junior members of the product support team.
- Investigated complaints from customers regarding service levels or product defects.
Education
High School Diploma -
Milwaukee Public Schools
Milwaukee, WI06-2008
Skills
- Microsoft Office
- Customer Service
- Client Relations
- Account Management
- Communication Skills
- Problem Solving
- Client Support
- Project Management
- Conflict Resolution
- Time Management
- Training & Development
- Customer Service Excellence
- Customer Satisfaction
- Customer Complaint Resolution
- Handling Customer Complaints
- Teamwork And Collaboration
- Call Center Monitoring
- Customer Engagement
- Leadership Trained
- Customer Assistance
- Attention To Detail
- Customer Escalations
- Sales Proficiency
- Ms Office Applications
- Team Collaboration
- Decision-Making
- Customer Retention
- Computer Skills
- Troubleshooting
- Csr Support
- Multi-Task Management
- Expertise In Sales
- Strategic Sales Knowledge
- Crm Documentation
- Customer Relationship Management Software (Crm)
- Service-Oriented Self-Starter
- Customer Account Management
Timeline
Remote Customer Experience Specialist Team Lead
One America Retirement Services
05.2017 - Current
Remote Customer Experience Specialist Team Lead
Wells Fargo
06.2013 - 05.2017
Deposit Operations Processor
First Citizens Bank and Trust Company
08.2011 - 06.2013
Senior Product Support Specialist
Spectrum
10.2009 - 07.2011
High School Diploma -
Milwaukee Public Schools
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