TIMOTHY REGAN
Newport Beach,CA
Summary
- Polished, professional customer service rep offering:
- 20 years of experience providing customer support in busy call center environments for public utilities, insurance industry and hotel (reservations and front desk) employers.
- A dedicated commitment to customer service, with the ability to resolve complex issues and keep customer allegiance.
- Relationship building skills - Listen attentively, building rapport. Solve problems effectively, and use tact and diplomacy to create a win-win outcome.
- Ability to resolve customer issues through use of Dragon response voice commands.
Overview
19
19
years of professional experience
Work History
Customer Service Sales Representative
AUTOMOBILE CLUB of SOUTHERN CALIFORNIA
06.2015 - Current
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
- Reduced wait times through efficient call handling, enhancing overall customer satisfaction rates.
- Developed a comprehensive knowledge of product offerings to better assist customers with informed recommendations.
- Supported team members during peak periods by sharing workload and providing guidance when needed.
- Contributed to positive team culture, driving motivation and productivity among peers.
- Enhanced team performance, providing continuous training and support to new and existing representatives.
- Implemented upselling techniques to increase average transaction value and drive additional revenue growth.
- Developed comprehensive knowledge of products and services to provide accurate information to customers.
- Addressed and resolved billing inquiries, ensuring customer satisfaction with account management.
- Participated in regular product training sessions to stay updated on latest features and benefits.
- Managed high volume of customer calls, maintaining calm and professional demeanor.
- Fostered positive team environment, encouraging collaboration and efficiency among team members.
- Presented professional image consistent with company's brand values.
- Contributed to team objectives in fast-paced environment.
Customer Service Representative II
Southern California Edison
05.2007 - 02.2015
- While adhering to the core values of respect, integrity, continuous improvement, excellence and teamwork and USING DRAGON related voice command prompts was the primary method of interface between computer screen operations and the ability to answer customer concerns, handle customer inquiries, complaints, escalated credit and billing questions, payment extensions/service requests
- Calm upset customers, locate resources to assist in problem resolutions and tailor best option solutions
- Interact daily with internal departments such as research, field services, credit, operations, IT, and dispatch divisions
- Most of this was accomplished without any typing due to Voice activated response of Dragon Commands
- This was done in response to the SAFETY concern that a large company has to reduce the RMI (Repetitive MOTION INJURY) INCIDENCE RATES
- The DRAGON commands virtually cut down key strokes and also enables a CSR the ability to concentrate harder on the content of the call, enabling a much more desirable win-win outcome
- Recorded 7 years without any reported safety incidents
- Officially recognized for enthusiasm, performance metrics met, accountability, punctual attendance records, and dependability in performance evaluations
- Improved ACS scores an average of 7-10 percent per month
Customer Service Representative
Capital One Auto Finance
09.2006 - 02.2007
- Handle customer inquiries on automotive loan questions and research any further loan and car title information
- Handled difficult/escalated loan title searches
- As a team lead was responsible to monitor one side by side call per month and one non side by side call per month per team member and provide feedback through documented analysis of scorecards to individual
- Required to participate in monthly calibration sessions
- Required to have monthly team meetings
- As necessary provide feedback through use of QM documented analysis and scorecards to improve team overall scores
- When requested would work with QM to help at team meeting including discussion of both excellent and poor monitored calls
- Train new team members as needed
- After learning the system with minimal training, promoted to a team leader within 2 months of hire date
- Created and led a research team of 10 for problem auto titles
- Improved title recovery an average of 12-15 percent every 2 weeks
- Created new QM scorecard based on a 90 percent starting point
- Exceeded monitoring deadline goals of 15-20 calls per month
- Use the documented analysis from scorecards to improve individual and team scores by about 5 percent per month increasing team ranking monthly (including being number 1 for one of those months)
Education
Bachelor of Science - Hospitality Administration
California State University at Pomona
06.1992
High School -
Servite High School
Anaheim, CA06.1976
Skills
- Dragon Proficient/Voice activation
- Customer Service
- Call Center Service Operations
- Complaint Handling/Dispute Resolutions
- Data Entry/Multi-Tasking
- Dispatch
- MS Word
- Excel
- 10 Key by touch
Personal Information
- Total Experience: 20 years’ experience in call center
- Title: Customer Service Rep
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteHybridRemoteImportant To Me
Work-life balanceFlexible work hoursWork from home optionHealthcare benefitsPaid sick leave401k matchStock Options / Equity / Profit SharingPaid time offTimeline
Customer Service Sales Representative
AUTOMOBILE CLUB of SOUTHERN CALIFORNIA
06.2015 - Current
Customer Service Representative II
Southern California Edison
05.2007 - 02.2015
Customer Service Representative
Capital One Auto Finance
09.2006 - 02.2007
High School -
Servite High School
Bachelor of Science - Hospitality Administration
California State University at Pomona
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