Summary
Overview
Work History
Education
Skills
Timeline
Generic

Roger Bonnett

Austin,TX

Summary

I have worked in the service industry for over 20 years in a number of customer service roles. This includes fast paced high traffic situations that call for advanced customer soft skills and a high level of accuracy. I
have a passion and track record for providing excellent customer service and getting results. In my current role I work across various departments and external companies to ensure accurate billing and payments for projects. I led a project that recovered $1.8 MIL of unpaid bills for the company.

Overview

16
16
years of professional experience

Work History

Client Service Representative

FedEx Office
Plano, TX
11.2016 - Current
  • Communicate with FedEx Office’s store team members on a daily basis via email and phone to ensure accurate billing of high visibility projects for key clients with complex business needs.
  • Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
  • Worked with FedEx Office team members to obtain and maintain high level credentials required for working sensitive accounts.
  • Coordinating with internal and external business partners to facilitate timely payments for projects produces by FedEx Office.
  • Research discrepancies in billing and payments to find causes and implement solutions.
  • Worked with management across various departments to facilitate the creation, documentation,
    and implementation of processes to improve and streamline the billing process.
  • Back up support for project manager ensuring that client's order fulfillments and inquires are address in the absence of the Project Manager.
  • Worked with management across various departments to facilitate the creation, documentation, and implementation of processes to improve and streamline the billing process.

Call Center Supervisor

FedEx Office
Plano, TX
04.2008 - 11.2016
  • Trained and supervised new employees to promote overall team productivity and consistent service.
  • Coached and mentored team members to excel in the areas of customer service and support to our clients and field team.
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
  • Monitored the call and chat queues daily with call management system and web-based communications, to ensure that incoming customer calls and chats are answered efficiently and with a high level of service.
  • Throughout this period, I lead my teams by example, as I believe that this is the most effective means of motivation. I also became a primary source of support to my peers for questions relating to complex projects.

Senior Retail Consultant

FedEx Office
Plano, TX
05.2007 - 04.2008
  • Greeted incoming customers to provide immediate, friendly and knowledgeable support.
  • Personalized client experience, identifying unique needs and providing information and services to match.
  • Produced complex print projects using advanced print and bindery equipment.

Education

Associate of Arts - Business Management

Collin College
Plano, TX
04.2017

Skills

  • MS Office
  • Salesforce
  • CABS2000
  • Symposium (Call Center Management System)
  • Other To Pay (OTP)
  • TTCIS
  • PeopleSoft

Timeline

Client Service Representative

FedEx Office
11.2016 - Current

Call Center Supervisor

FedEx Office
04.2008 - 11.2016

Senior Retail Consultant

FedEx Office
05.2007 - 04.2008

Associate of Arts - Business Management

Collin College

Similar Profiles

CREATE PROFILE
Roger Bonnett