Roshel Barrock
Brooklyn
Summary
Experienced customer service professional with 10+ years in retail and remote customer support. Proficient in handling inquiries, resolving issues, and ensuring high customer satisfaction in fast-paced environments. Skilled in communication and building strong interpersonal relationships, with a focus on collaborating with team members to achieve company goals. Seeking to utilize customer service expertise to contribute as an agent within a dynamic team.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service / Inbound Overnight
Target
01.2018 - Current
- Processed customer exchanges, refunds, and bill adjustments to ensure accurate transactions and customer satisfaction
- Assisted customers with special requests, modifying source documents and utilizing store equipment for efficient service
- Managed payments accurately using PoS terminals, ensuring a seamless checkout experience
- Developed appealing displays to attract customers and enhance the shopping experience
- Organized and restocked merchandise efficiently with minimal disruption to customers, ensuring a clean and inviting store environment
Customer Service Rep
Maximus
09.2023 - 05.2024
- Provided customer service for basic and routine inquiries and problems via multiple channels, including telephone, email, web chats, and written letters
- Responded to incoming calls, emails, and chats, as well as made outbound calls regarding Federal Student Aid (FSA) Loan Servicing
- Utilized a computerized system for tracking, information gathering, and troubleshooting to enhance customer support
- Provided feedback on call trends, processes, procedures, and training to improve service quality
- Processed requests received via general correspondence and documented account actions taken in response to customer inquiries
- Maintained regular use of feedback tools to give and receive constructive feedback on call quality and departmental tasks
- Assisted with Credit Bureau Requests following established processes and procedures while referring escalated inquiries to appropriate levels
Customer Service Representative
Navient/Xtend Healthcare
01.2021 - 05.2022
- Delivered exceptional customer service by answering questions about policies and procedures with a friendly and knowledgeable approach
- Managed inbound calls efficiently, capturing leads, setting appointments, and providing information to callers on behalf of clients
- Followed scripts and instructions to achieve intended results, practicing call control and empathy while building rapport with callers
- Investigated and resolved customer concerns related to order inquiries and delivery tracking, ensuring timely and accurate responses
- Maintained confidentiality and adhered to HIPAA regulations while handling sensitive information
- Achieved personal, team, and company goals in a customer service-driven environment
Store Associate
FedEx Office
07.2019 - 09.2021
- Handled cash transactions accurately, ensuring correct change and maintaining a balanced cash drawer
- Stocked shelves and front-end displays, contributing to a clean and organized appearance of the store
- Interacted positively with customers, answering questions about products and services, and explaining membership and rewards programs
- Built strong relationships with customers by actively listening to their needs and providing appropriate product recommendations
- Processed cash and credit transactions using the POS system, ensuring a smooth and efficient checkout process
Education
Medical Billing And Coding - Medical Technology
Swedish Institute
New York, NYHigh School Diploma - General Studies
Brooklyn Academy High School
Brooklyn, NY06.2015
Skills
- Complaint Handling
- Shipment Packing
- Database Research
- Quality Control
- Call Logging
- Caller Accommodations
- Appointment Scheduling
- Complaint Investigation
- Account Updates
- Order Documentation
- Inbound Call Management
- Written Communication
- Ability to Multitask
- Self-Starter
- Problem Solving
- Active Listening
- Customer Relationship Management (CRM) Software Proficiency
- Multitasking
- Empathy
- Data Entry
- Communication
- Patience
- Conflict Resolution
- Time Management
Certification
Dean's List Summer/Fall Semester
Timeline
Customer Service Rep
Maximus
09.2023 - 05.2024
Customer Service Representative
Navient/Xtend Healthcare
01.2021 - 05.2022
Store Associate
FedEx Office
07.2019 - 09.2021
Customer Service / Inbound Overnight
Target
01.2018 - Current
High School Diploma - General Studies
Brooklyn Academy High School
Medical Billing And Coding - Medical Technology
Swedish Institute
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