Ronan Burch
Phoenix,AZ
Summary
A seasoned Senior Customer Service Representative with a proven record at Optum, adept in MS Office and building rapport, significantly enhanced customer satisfaction. Leveraging effective communication and problem-solving aptitude, I led customer service training and developed strategies, driving improvements in customer retention.
Overview
8
8
years of professional experience
Work History
Senior Custer Service Representative
Optum
02.2022 - Current
- Responded promptly to inquiries from customers about products or services.
- Conducted customer service training for new hires.
- Provided product information and answered questions regarding features, pricing plans.
- Assisted in developing strategies to improve the overall customer experience.
- Managed incoming calls from customers while providing exceptional service.
- Handled difficult situations with tact, diplomacy, and professionalism.
- Identified trends in customer issues and provided recommendations for resolution.
- Ensured compliance with applicable laws and regulations related to customer service.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Consulted with customers regarding needs and addressed concerns.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Mentored junior team members and managed employee relationships.
Senior Guest Advisor
Gamestop
09.2016 - 06.2021
- Identified the demand for service offerings through needs assessments.
- Provided every customer with professional and polite support for sales and service needs.
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
- Maintained current store, product and promotional knowledge to drive consistent sales.
- Processed payments and maintained accurate drawers to meet financial targets.
- Worked with off-site locations to find desired items for customers.
- Assessed conflicts and identified solutions for clients promptly.
- Managed deposits, financial transactions, and business inventory.
- Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Stayed up to date on store promotions, payment policies and security practices.
- Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
- Unboxed new merchandise and restocked shelves in appealing and organized arrangements to promote items.
- Observed customer behaviors to identify security threats and escalate concerns to supervisors.
- Recommended optimal merchandise based on customer needs and desires.
- Demonstrated products to customers, discussed features and redirected objections to capture sales.
- Educated customers on product and service offerings.
Education
GED -
Maricopa Community Colleges - Glendale Community College
Glendale, AZHigh School Diploma -
Sandra Day O'connor High School
Glendale, AZ05.2014
Skills
- Customer Retention Strategies
- Multi Line Phone Systems
- Customer Account Management
- Effective Communication
- Building Rapport
- Problem Solving Attitude
- Coordination
Timeline
Senior Custer Service Representative
Optum
02.2022 - Current
Senior Guest Advisor
Gamestop
09.2016 - 06.2021
GED -
Maricopa Community Colleges - Glendale Community College
High School Diploma -
Sandra Day O'connor High School
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