Shazon Ruby
Dayton,OH
Summary
Proven leader in customer service and training, leveraging skills in effective communication and problem-solving to drive customer satisfaction and team performance at Spectrum. Excelled in creating creative engaging training programs and fostering a positive work environment, resulting in increased loyalty and operational efficiency. Demonstrates adaptability and commitment to professional growth, embodying customer relations and call management expertise.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
Spectrum
07.2011 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Responded to customer requests for products, services, and company information.
- Interacting with a wide variety of customers including billing agents, Problem solving quickly and efficiently Assisting representatives with questions and aiding their growth Identifying training and skill gaps then recommending improvements Working under minimal supervision
- Present onboarding material while creating a supportive and welcoming accepting environment to our newest employees
Make learning fun, engaging, challenging, and competitive while facilitating sales training sessions to monthly new hire classes - Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
- Conducting/assisting New hire training. Working closely with Supervisors as well as HR providing essential information regarding policies & procedures. Monitoring calls, coaching agents to help reach personal and company goals. creating and implementing incentive programs for recognition for top performers.
- Served as a liaison between management and staff, effectively communicating updates on company policies and procedures.
- Led weekly team meetings to discuss performance goals, share best practices, and maintain open communication among team members.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Assisting internal customers Direct Sales agents, Retailers and 3rd party agents. Entering in sales orders,resolving escalated situations regarding customer services, billing issues , orders , corporate issues.
Telemarketing Sales Trainer
ORC Protel
01.2006 - 01.2010
- Introduced company history and expectations for employment
- Conducted orientation sessions and organized on-th-job training for new hires as well retrains for existing employees on new polices and updates
- Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for new employees.
- Evaluated employee progress using various assessment methods like role playing to see if prospect was compatible for position
- Terminated employees if company policies or goals were not executed in allotted time frame
Education
No Degree - Psychology/PreMed
05.2001 -
No Degree - Counseling
05.2001 -
Skills
Effective Communicator
Engaging Presenter
Problem Solver
Adaptability
Quick learner
Customer Service
Active Listening
Product Knowledge
Call Management
Customer Relations
Timeline
Customer Service Representative - Spectrum
07.2011 - Current
Telemarketing Sales Trainer - ORC Protel
01.2006 - 01.2010
Wright State University - No Degree, Psychology/PreMed
05.2001 -
Toccoa Falls College - No Degree, Counseling
05.2001 -