Ronald Conrad
Richland,WA
Summary
Dedicated Customer Service Specialist with expertise in sales, productivity, and conflict resolution. Consistently resolves customer complaints with integrity and professionalism to ensure satisfaction and retention. Skilled in communication, active listening, and empathy to meet customer needs and deliver exceptional service.
Overview
16
16
years of professional experience
Work History
Customer Service Specialist, Amtrak Guest Rewards
Amtrak
Philadelphia, PA
02.2009 - 08.2024
- Answered incoming calls, emails, and chat inquiries, providing frontline customer support and assistance with product and service transactions.
- Engaged in conversation with customers to understand needs, resolve issues, suggest effective solutions, and answer product questions.
- Advised customers about potential service upgrades, new services, and account changes.
- Provided technical support for troubleshooting software applications used by customers.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Remained calm and professional in stressful circumstances, de-escalated problematic customer concerns, and effectively diffused tense situations.
- Trained new hires on products and services, best practices, and protocols to maximize sales and provide superior customer service.
Education
Bachelor of Arts - Psychology
University of California, Riverside
Riverside, CAJ.D. - Law
University of Arizona
Tucson, AZSkills
- Customer Order Management
- Customer Retention
- Service Excellence
- Excellent communication skills
- Strong written and oral communication
- Problem Resolution
Affiliations
- Actor and Singer with over 750 performances to my credit.
- Avid golfer, GK Cup 12 Match Play Champion
Timeline
Customer Service Specialist, Amtrak Guest Rewards
Amtrak
02.2009 - 08.2024
Bachelor of Arts - Psychology
University of California, Riverside
J.D. - Law
University of Arizona