Sean Geraghty
Customer Service Supervisor
Middletown,RI
Summary
Dedicated Full-Time Customer Service Supervisor motivated to improve service satisfaction and contribute to overall company success.
Works quickly to understand, document and resolve customer needs and concerns.
Skilled at accurately documenting call details, preparing reports and organizing documentation. Well-versed in providing helpful answers and relevant information to retain clients.
Calm and composed in stressful situations and capable of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions.
Overview
7
7
years of professional experience
8
8
years of post-secondary education
Work History
Customer Service Supervisor
Rhode Island Turnpike And Bridge Authority
Jamestown, RI
03.2020 - Current
- Coached employees through day-to-day work and complex problems.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Performed at a high level at an understaffed organization with an increased workload.
- Appeared in RI Traffic Court to represent RITBA in creating payment plans for top toll violators in the state.
- Assisted in implementing DMV Holds on egregious violators.
- Identified individual employee's unique work styles and adapted management methods.
Customer Service Representative (Full-Time)
Rhode Island Turnpike & Bridge Authority
Jamestown, RI
09.2019 - 03.2020
- Maximized customer satisfaction by handling an increased amount of customer email and telephone interactions each day.
- Evaluated benefits for each caller to determine service needs and address concerns.
- Documented conversations with customers to track requests, problems and solutions.
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
- Capitalized on opportunities to enhance customer experiences and bring in repeat business.
Customer Service Representative (Part-Time)
Rhodes Island Turnpike & Bridge Authority
Jamestown, RI
01.2018 - 09.2019
- Reviewed account and service histories to identify trends and issues
- Greeted customers to facilitate services, determine service needs and accurately input orders into electronic systems
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Evaluated customer account information to assess current issues and determine potential solutions.
Landscaper
TLC Lawn Care & Property Maintenance
Middletown, RI
09.2017 - 01.2018
- Performed upkeep work for garden areas and landscaping greenery to enhance property appearance and plant health
- Cleared pathways of overgrowth and debris or hazards such as snow
- Protected customer lawns by applying weed and pest control chemicals
- Trimmed shrubbery and trees and carried out general garden maintenance
Staff & Crew
Sachuest Beach
Middletown, RI
05.2015 - 09.2017
- Completed all repairs and maintenance work to town standards
- Cleaned Pavilion and Boardwalk areas and disposed of debris and trash to keep walkways clear for personnel and visitors
Education
High School Diploma -
Middletown High School
Middletown, RI 09.2012 - 05.2016
Associate of General Studies - Liberal Arts And General Studies
Community College of Rhode Island
Newport, RI 09.2017 - Current
Skills
Conflict resolutionCredit card payment processingProblem-solving abilitiesTechnologically savvyInbound and outbound callingCourteous demeanorCall center experienceFocused and driven
CRM
Training and mentoring
Research and due diligence
Account updates
Staff Management
Timeline
Customer Service Supervisor
Rhode Island Turnpike And Bridge Authority
03.2020 - Current
Customer Service Representative (Full-Time)
Rhode Island Turnpike & Bridge Authority
09.2019 - 03.2020
Customer Service Representative (Part-Time)
Rhodes Island Turnpike & Bridge Authority
01.2018 - 09.2019
Landscaper
TLC Lawn Care & Property Maintenance
09.2017 - 01.2018
Associate of General Studies - Liberal Arts And General Studies
Community College of Rhode Island
09.2017 - Current
Staff & Crew
Sachuest Beach
05.2015 - 09.2017
High School Diploma -
Middletown High School
09.2012 - 05.2016