Ron Grove
Columbus ,OH
Summary
I have been passionate about customer service for nearly 50 years. Problem solving through the use of logic, tools and creativity has given me a sense of value and purpose.
Managing a local hardware gave me a sense of importance to the community and the individual customer. Although the help we gave seemed small in itself, the value to the individual was often significant and critical in that moment. This gave a sense of value and purpose to my skills.
Overview
26
26
years of professional experience
Work History
Inbound Customer Service Representative
VSP Vision Care
03.2015 - Current
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Increased efficiency of call handling by utilizing available resources such as scripts, FAQs, or knowledge base articles when assisting customers.
- Enhanced customer satisfaction by addressing and resolving inbound calls and inquiries in a timely manner.
- Resolved complaints to satisfy customers and encourage future transactions.
- Improved first-call resolution rates by efficiently managing customer issues and complaints.
- Upheld data security standards while documenting customer interactions within the company''s CRM system, ensuring accuracy and confidentiality.
- Maintained high levels of professionalism by adhering to company policies and guidelines when interacting with customers.
- Retained valuable clients by providing empathetic support during challenging situations or escalations, leading to issue resolution.
- Displayed a positive attitude and excellent problem-solving skills, which contributed to the overall success of the customer service team.
Customer Service Call Center Supervisor
Accor North America
02.1998 - 01.2011
- Managed escalations effectively, resolving complex issues quickly while maintaining high levels of professionalism and empathy towards customers.
- Provided ongoing feedback to team members, leading to improved communication skills and conflict resolution abilities.
- Collaborated with other departments to develop cross-functional initiatives that enhanced the overall customer experience.
- Increased employee retention by creating a positive work environment focused on open communication, personal growth opportunities, and recognition of achievements.
- Enhanced knowledge sharing among team members through weekly meetings that included collaborative problem-solving exercises.
- Coached and mentored agents for increased performance, resulting in higher customer service ratings.
- Analyzed call center metrics to identify areas of improvement and implemented targeted action plans for each issue.
- Championed a customer-centric approach within the call center, fostering a culture that prioritized empathetic communication and efficient problem resolution.
- Led efforts to improve overall departmental culture through employee engagement initiatives such as team-building events, rewards programs, and peer-to-peer recognition systems.
Education
Associate of Arts - Hospitality Administration And Management
Columbus State Community College
Columbus, OH04.2014
Skills
- Inbound sales
- High-volume call centers
- Computer Skills
- Call center experience
- CallSelect communication systems
- Telemarketing expertise
- Service Promotion
- Typing Speed
- Interpersonal Skills
- Customer Support
- Answering questions
- Communicating with clients
- Gathering information
- Data Entry
- Verbal and written communication
- Inbound phone calls
- Call Center Customer Service
- Problem-solving skills
- Resolving issues
- Performance Metrics
- Call Center Operations
- Call Management
Timeline
Inbound Customer Service Representative
VSP Vision Care
03.2015 - Current
Customer Service Call Center Supervisor
Accor North America
02.1998 - 01.2011
Associate of Arts - Hospitality Administration And Management
Columbus State Community College
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