Tristian Broski
Fairborn,OH
Summary
Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor, and manage high-performance teams in fast-paced environments
.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Knowledgeable and dedicated customer service professional with extensive experience in the Team Leading industry. Solid team player with a very outgoing, positive demeanor and proven skills in establishing rapport with team members and customers. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with a strong passion for developing relationships, and cultivating partnerships.
Overview
12
12
years of professional experience
Work History
Lead CSR
AES OHIO
11.2023 - Current
- Enhanced customer satisfaction by addressing inquiries and resolving issues promptly.
- Trained new hires on company policies and procedures, ensuring consistent quality of service delivery.
- Reduced wait times for customers by efficiently managing high call volumes during peak periods.
- Maintained detailed records of customer interactions, documenting concerns and resolutions accurately.
- Fostered a positive work environment by encouraging open dialogue among team members regarding obstacles faced in daily operations.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Boosted agent confidence through personalized training sessions and continuous feedback.
- Worked closely with other trainers to adapt best practices and share insights, resulting in a more cohesive and effective training program.
- Developed innovative role-play scenarios to simulate real-life customer interactions, enhancing problem-solving abilities among trainees.
- Accomplished multiple tasks within established timeframes.
Customer Service Representative
AES OHIO
04.2022 - Current
- 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.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Front of House Manager
Wings Sports Bar & Grill
02.2019 - 06.2021
- Partnered with back-of-house management in order to maintain seamless communication between teams, ensuring a smooth dining experience for guests.
- Resolved guests complaints while maintaining positive customer environment.
- Maintained positive team environment by encouraging teamwork and respect in accordance with company mission.
- Acted as the main point of contact for guest inquiries, addressing concerns promptly and professionally while maintaining a positive rapport with clientele.
- Developed strong relationships with guests, addressing complaints promptly and ensuring a positive dining experience.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Established team priorities, maintained schedules and monitored performance.
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
Certified Trainer
Buffalo Wild Wings
11.2014 - 02.2019
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Maintained organization of documents, materials, and equipment.
- Consistently received high ratings on trainer evaluations, reflecting a strong commitment to excellence in education and professional development.
- Developed innovative training materials, resulting in higher levels of trainee satisfaction.
- Documented attendance, participation, and progress.
- Provided coaching and mentoring to employees.
- Facilitated virtual, in-person and blended learning sessions.
- Earned recognition among peers for consistently exhibiting strong leadership qualities, including the ability to motivate team members and maintain high levels of productivity during periods of heavy workload.
Shift Manager
McDonald's Restaurant
09.2012 - 11.2014
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Trained and mentored new employees to maximize team performance.
- Kept employees operating productively and working on task to meet business and customer needs.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Coached crew members to optimize performance and motivate toward more efficient work.
- Collaborated with other Shift Managers to maintain consistency in policies enforcement across all shifts, fostering a cohesive workplace culture.
- Maximized profitability by monitoring labor costs closely, optimizing staff deployment based on expected customer traffic patterns.
- Scheduled staff to establish adequate coverage during peak business hours.
- Contributed to increased sales revenue by motivating staff to achieve individual and team goals consistently.
- Led by example, demonstrating strong work ethic and commitment to excellence, inspiring staff to achieve their best.
Education
No Degree - Management
Sinclair Community College
Dayton, OH06.2018
High School Diploma -
Northmont High School
Englewood, OH06.2016
Skills
- Critical Thinking
- Active Listening
- Computer Proficiency
- Product Knowledge
- Escalation Handling
- Employee Motivation
- Outgoing
- Coaching and Mentoring
- Staff Motivation
- Call Monitoring
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Multitasking
- Excellent Communication
- Organizational Skills
Accomplishments
- January of 2023, received an award for "The Lowest Average Handle Time In The Call Center."
- Won and received several awards for having the lowest Average Handle Time of 300 seconds or lower.
- Trained and worked as Back-Up Collections & Service Dispatcher.
- Asked to be apart of the Webchat Team.
- Overtime Coordinator for all Union Employees.
- Telephone Service - Professionally processed 100+ calls per day, providing information and service to ensure customer satisfaction.
- Supervised teams of 24-30 staff members during fast paced work environments.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Lead CSR
AES OHIO
11.2023 - Current
Customer Service Representative
AES OHIO
04.2022 - Current
Front of House Manager
Wings Sports Bar & Grill
02.2019 - 06.2021
Certified Trainer
Buffalo Wild Wings
11.2014 - 02.2019
Shift Manager
McDonald's Restaurant
09.2012 - 11.2014
No Degree - Management
Sinclair Community College
High School Diploma -
Northmont High School
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