Richard Ventura
Freemansburg,PA
Summary
Proactive and experienced professional with a proven track record of delivering exceptional support services and resolving customer complaints remotely. Collaborative leader dedicated to partnering with coworkers to promote an engaged and empowering work culture. Documented strengths in building and maintaining relationships with a diverse range of stakeholders in dynamic, fast-paced settings.
Overview
12
12
years of professional experience
Work History
Remote Pharmacy Specialty Representative
CVS Specialty Pharmacy
01.2021 - 10.2024
- Serviced existing accounts on regular basis to maximize revenue.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Managed approximately 50 incoming calls per day from clients
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Cross-trained and provided backup support for organizational leadership.
- Cross-trained and backed up other customer service managers.
- Clarified customer requests, forwarded product information and answered questions to support sales operations.
- Proactively managed client correspondence and recorded tracking and communications.
- Provided exceptional customer service, addressing inquiries and resolving issues in a timely manner.
- Maintained routine communication with clients to assess overall satisfaction, resolve complaints, and promote new offerings.
- Resolved order issues efficiently and enhanced customer satisfaction ratings.
Customer Service Manager
American Insulation & Welding Products
02.2013 - 12.2021
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Took ownership of customer issues and followed problems through to resolution.
- Managed teams of customer service representatives, fostering positive work environment focused on teamwork and collaboration.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Followed through with client requests to resolve problems.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement best possible solutions.
- Actively listened to customers, handled concerns quickly escalated major issues to supervisor.
- Used industry expertise, customer service skills analytical nature to resolve customer concerns and promote loyalty.
- Defined clear targets and objectives and communicated to other team members.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Established team priorities, maintained schedules monitored performance.
- Researched and corrected customer concerns to promote company loyalty.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Education
Associate Degree in Business - Accounting
Allentown Business School
Allentown, PASkills
- Customer engagement
- Teamwork
- Customer service
- Reliability
- Excellent communication
- Team leadership
- Adaptability and flexibility
- Decision-making
- Customer communication
- Task prioritization
- Conflict resolution
- Goal setting
- Written communication
Timeline
Remote Pharmacy Specialty Representative
CVS Specialty Pharmacy
01.2021 - 10.2024
Customer Service Manager
American Insulation & Welding Products
02.2013 - 12.2021
Associate Degree in Business - Accounting
Allentown Business School
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