RUDOLPH CARTWRIGHT
Customer Service Professional
Brooklyn,NY
Summary
Encouraging manager, knowledgeable and dedicated customer service professional and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
20
20
years of professional experience
1
1
year of post-secondary education
Work History
Customer Experience Specialist Team Lead (Chat)
Oxygen
San Francisco, CA
02.2022 - 12.2022
- Led chat-based communication with cardholders to identify and resolve issues
- Performed initial dispute intake and provided supervision to the chat team
- Maintained customer contact notes and internal bank records with accuracy and efficiency.
- Assisted in the creation and implementation of several processes used by the chat team to streamline communication with customers and other departments
- Assisted with coaching and mentoring of new employees.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
Customer Resolutions/Social Media & Email Team
Sykes-Alpine Access (Walmart.com)
Tampa, FL
11.2019 - 01.2021
- Responded to customer comments and questions via LiveChat/Email/and Calls during shifts.
- Resolved concerns with products or services to help with retention and drive sales.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Documented and detailed calls and complaints using call center's CRM database.
Tier 1/Tier 2 Customer Service Representative
Sykes-Alpine Access (TurboTax)
Tampa, FL
10.2018 - 04.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Effectively communicated with customers about account changes, new tax preparation software products or services and potential product upgrades.
Bartender/Server
Pearl And Ash
New York, NY
04.2014 - 07.2015
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Upsold high-profit items such as appetizers and bottles of wine to enhance sales numbers.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Applied comprehensive knowledge of wine, cider and beer to increase daily beverage sales.
- Bussed and reset tables to keep dining room and work areas clean.
- Cultivated warm relationships with regular customers.
Bar Manager
Karaoke Cave
New York, NY
01.2013 - 04.2014
- Took customer orders and capitalized on opportunities to sell special beverage and food options.
- Strategized plans to increase bar revenue through innovative promotional concepts, specialty drinks and customer-focused events.
- Crafted special drink and cocktail menu items for seasonal offerings.
- Kept alcoholic beverages well-stocked and organized to meet expected demands.
- Maximized customer service by training staff, overseeing operations and resolving issues.
Education
Associate of Science - Network Administration And Cybersecurity
Finger Lakes Community College
Canandaigua, NY 01.2022 - Current
Skills
Self-motivated: Proactive and able to take initiative in achieving goals
Creative problem solver: Able to think outside the box and come up with innovative solutions to challenges
Empathy: Able to understand and respond to the needs and emotions of customersComplaint resolution
Professional telephone demeanor
Staff education and training
Technical Support
Customer Relationship Management Software (CRM)
Inter-department collaboration
Customer-focused
Excellent time management skills
MS Office expert
Timeline
Customer Experience Specialist Team Lead (Chat)
Oxygen
02.2022 - 12.2022
Associate of Science - Network Administration And Cybersecurity
Finger Lakes Community College
01.2022 - Current
Customer Resolutions/Social Media & Email Team
Sykes-Alpine Access (Walmart.com)
11.2019 - 01.2021
Tier 1/Tier 2 Customer Service Representative
Sykes-Alpine Access (TurboTax)
10.2018 - 04.2019
Bartender/Server
Pearl And Ash
04.2014 - 07.2015
Bar Manager
Karaoke Cave
01.2013 - 04.2014