Rudolph Stroud
Tampa,FL
Summary
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
21
21
years of professional experience
Work History
A/C Technician Apprentice
Unconquered Air Services
Tampa , FL
02.2024 - Current
- Reviewed work orders and discussed with supervisors.
- Repaired and modified heating, ventilating and air conditioning (HVAC) systems to improve efficiency.
- Provided emergency services such as repairing faulty wiring or replacing broken compressors.
- Conducted regular system inspections and preventative maintenance tasks, reducing system downtime and repair costs.
- Inspected and evaluated the efficiency of existing air conditioning systems for potential upgrades or repairs.
- Installed, maintained and repaired air conditioning, heating, ventilation and refrigeration units in homes, commercial buildings, and large industrial complexes, completing projects on schedule.
Customer Care Representative
Bags Inc.
Tampa , FL
12.2015 - 01.2024
- Identified opportunities to upsell additional services when appropriate.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Provided training support for new hires related to customer service processes and procedures.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Supported customers to maintain positive relationships throughout the traveling process.
- Coordinated with various company teams to offer and implement successful solutions to customer problems.
Customer Service Manager
G2 Secure Staff
Tampa, Fla
12.2003 - 02.2018
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Conducted research and reviewed findings to solve customer issues.
- Assigned work and monitored performance of project personnel.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Negotiated contracts with vendors to secure favorable terms and pricing.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Analyzed business performance data and forecasted business results for upper management.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Recruited and trained new employees to meet job requirements.
- Reviewed completed work to verify consistency, quality, and conformance.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Developed policies and procedures related to customer service operations.
- Proposed or approved modifications to project plans.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Evaluated employee job performance and motivated staff to improve productivity.
- Organized Wounded Warrior assistance program to provide military veterans with special assistance when traveling.
Education
Some College (No Degree) - Communications
University of Miami
Miami, FLSome College (No Degree) - Communications
Hillsborough Community College
Tampa, FLSkills
- Staffing coordination
- Complaint resolution
- Training and mentoring
- Billing and filing
- Process improvement specialist
- New hire training
- Work prioritization
- Regulatory compliance
- Conflict management
- Meticulous attention to detail
- Customer relationship management (CRM)
- Training programs
- Team building
- Account updates
- Research and due diligence
- Escalation handling
- Microsoft outlook, word, and Excel
- Verbal and written communication
Timeline
A/C Technician Apprentice
Unconquered Air Services
02.2024 - Current
Customer Care Representative
Bags Inc.
12.2015 - 01.2024
Customer Service Manager
G2 Secure Staff
12.2003 - 02.2018
Some College (No Degree) - Communications
University of Miami
Some College (No Degree) - Communications
Hillsborough Community College