Summary
Overview
Work History
Education
Skills
Certification
Languages
Interests
Work Preference
Timeline

Roland Hagin

San Diego,CA

Summary

Dynamic customer service professional with extensive experience at Spectrum Call Center, adept at resolving complaints with empathy and enhancing customer loyalty. Skilled in critical thinking and product knowledge, I have successfully boosted retention rates by providing exceptional support and training junior team members. Proficient in call center operations and data entry.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Spectrum Call Center
08.2022 - 06.2025
  • Handled high-pressure scenarios with professionalism.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

Customer Service Representative

RMS Cloud
07.2021 - 06.2022
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Customer Service Representative

Eco Atm
08.2016 - 09.2017
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

Customer Care Representative

Sound
07.2015 - 07.2016
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Managed high call volume with exceptional professionalism and efficiency.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Assisted call-in customers with questions and orders.

Product Specialist

Mitchell International, Inc.
08.2008 - 03.2015
  • Assisted with demonstrations for Product or Service to showcase functionality.
  • Supported sales representatives during client meetings by providing expert knowledge on specific features or functionalities of the given product line.
  • Trained and provided coaching to Number junior team members.
  • Boosted customer retention by providing exceptional product support and addressing user concerns.
  • Continually expanded knowledge of Product or Service product line.
  • Responded to customer inquiries and provided technical assistance over phone and in person.

Education

Computer Networking

Coleman College, San Marcos, CA
05.2004

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Problem resolution
  • Call center experience
  • Computer proficiency
  • Call center operations
  • Product knowledge
  • Follow-up skills

Certification

A+ Microsoft

Languages

German
Native or Bilingual

Interests

Hiking

Kayaking

Cooking/BBQ

Work Preference

Work Type

Full Time

Work Location

On-SiteRemoteHybrid

Important To Me

Work from home optionHealthcare benefitsTeam Building / Company Retreats

Timeline

Customer Service Representative - Spectrum Call Center
08.2022 - 06.2025
Customer Service Representative - RMS Cloud
07.2021 - 06.2022
Customer Service Representative - Eco Atm
08.2016 - 09.2017
Customer Care Representative - Sound
07.2015 - 07.2016
Product Specialist - Mitchell International, Inc.
08.2008 - 03.2015
Coleman College - , Computer Networking

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