Roniel Sylvester
Grand Prairie,TX
Summary
Hardworking and committed Customer Service Specialist offering 25+ years attentively focused on going above and beyond to support team and serve customers. Works well indepedently to handle assignments. Recognized as reliable team player accustomed to taking on challenging tasks. Dedicated to business success. Bringing strengths solving routine problems without oversight. Offers expertise m fiber, install and ability to quickly learn new processes. Self-motivated Online Marketer highly experienced in diverse e-commerce marketing strategies. Knowledgeable about affiliate support, SEO and direct email techniques. Develops effective landing pages and website stores that achieve high traffic rates. Results-driven Online Marketer adept at writing copy, developing strategies and analyzing data to optimize plans. Focused and industrious team player with top-notch problem-solving, communication and organizational skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Reliable employee seeking position. Offering excellent communication and good judgment. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals.
Overview
45
45
years of professional experience
Work History
Online Marketing Specialist
PHWay Milwaukee
, WI
10.2006 - Current
- Developed cross-team strategies to align marketing initiatives with high-level business goals and aid sales and customer support
- Designed and executed go-to-market strategies for while adhering to internal advertising guidelines
- Gathered information to determine the potential sales of the company's product or service
- Assisted companies with determining their position in the marketplace by evaluating the current landscape
- Defined product requirements based on thorough and current research to improve effectiveness of user interfaces and usability of online tools
- Developed proposals for online and multi-channel media campaigns to enhance marketing results
- Coordinated social media campaigns to inform and improve search marketing tactics
- Built content strategies for digital media in line with branding and messaging standards
- Assisted team members with tasks to maintain productivity and meet project milestones
- Maintained good working relationship with team members and corporate executives
- Monitored processes and recommended methods for improvement
- Partnered with different vendors to develop consumer awareness and implement new audience targeting leads
- Analyzed, experimented, and tested strategies for continuous campaign optimization
- Worked closely with developers to improve site architecture, server configuration, and page construction for optimal visibility and search engine results
- Managed online marketing strategies such as promotions, viral campaigns, and social media engagement to successfully meet marketing objectives
- Volunteered for and tackled new assignments and tasks to ease team members burden
- Reviewed incoming orders for mistakes to maintain accurate inventory levels.
Retired Customer Service Specialist
AT&T
Milwaukee, WI
08.1992 - 07.2021
- Returned customer calls, responding to inquiries and complaints effectively
- Assisted associates with problem resolutions
- Communicated with clients over various platforms such as phone, email, web portal and chat
- Provided solutions, recommendations, and replacements, using an empathetic approach and demeanor
- Prepared order sheets and sent out invoices and statements for payments due
- Generated reports, correspondence, and documentation for internal and customer use
- Trained, coached, guided, and mentored Install Techs on sales and customer service techniques
- Utilized organization's computer system to look up and record information concerning member accounts
- Responded to concerns or complaints of members by taking prompt action, investigating and resolving wide range of issues
- Recommended products and services to members and educated customers about relevant offerings
- Conducted follow-up calls at customer locations
- Monitors and resolved INR issues in timely manner
- Routed inquiries or escalated calls outside area of expertise to appropriate department or employee
- Responded to questions and followed up on customer interactions
- Directed individuals on usage and benefits of self-service tools
- Implemented best practices in fostering exceptional customer care support and satisfying customers
- Answered incoming calls and assisted customers with questions
- Addressed customer concerns and complaints, resolving issues quickly and efficiently
- De-escalated customer complaints using active listening techniques
- Communicated effectively and coordinated well with customer service teams and job leaders to handle challenges and consistently meet work deadlines
- Inspected in-progress and completed work to identify and correct any quality issues
- Traveled across Milwaukee to Southeastern Wisconsin to handle orders for new and existing customers
- Worked effectively both at heights and in confined spaces to completed efficient installations
- Trained and supervised new employees
- Supervised repair and installation activities and enforced compliance with quality standards
- Reviewed and interpreted maintenance records and work orders to verify requirements
- Promoted and enforced safety standards and resolved workplace safety hazards
- Selected tools and equipment to perform installations or repairs
- Installed Internet and Telecommunication service in business ad residential facilities while observing all safety protocols.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Resolved concerns with products or services to help with retention and drive sales.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Described product highlights and benefits to help guide purchasing decisions.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Increased efficiency and team productivity by promoting operational best practices.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Recorded product or service failure complaints and notified appropriate departments.
Education
Associate ofScience - Electronics Engineering
I1T Technical Institute
Emerald Ambassador, iBuumerang - undefined
2019
Special Training/Certification Certified Travel Agent, TraVerus Global Travel Company - undefined
2006
Skills
- Customer service
- Problem resolution
- Merchandise upselling
- Team development
- Product knowledge
- Staff training
- Sales closing
- Social media engagement
- Sponsorship Program Implementation
- Department Development
- Social Commerce
- Online Research
- E-Commerce Strategy
- Cross-Functional Team Collaboration
- Generating Brand Awareness
- Online Store Management
- Link Building
- Business Needs Analysis
- Usability Research and Analysis
- Online Platforms
- Strategic Vision
- Analytics Tools Setup
- Viral Marketing Campaigns
- Online Acquisition
- Message Campaigns
- Public Announcement
- Strategic Networking
- Digital Content Platforms
- Keyword Research
- Online Databases
- Search Engine Optimization Expertise
- Communications Strategies
- Campaign Tracking
- Affiliate Management
- Competitor Review
- Online Chat
- Administering Social Media Accounts
- Public and Media Relations
Timeline
Online Marketing Specialist
PHWay Milwaukee
10.2006 - Current
Retired Customer Service Specialist
AT&T
08.1992 - 07.2021
Associate ofScience - Electronics Engineering
I1T Technical Institute