Zachary Barton
Endwell,NY
Summary
Dynamic customer service professional with a proven track record at NYSEG, excelling in conflict resolution and active listening. Recognized for enhancing customer satisfaction through empathetic complaint resolution and efficient call management. Adept at data entry and fostering a collaborative team environment, driving performance. Able to work to timely demands and can effectively manage multiple workloads.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
NYSEG
04.2021 - 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website, improving overall user experience.
- Provided coaching and mentoring to other reps while on rep assist.
- Resolved escalated customer issues, restoring confidence in company's commitment to excellent service.
Team Manager
Panera Bread
04.2012 - 04.2021
- Assisted store manager in managing and motivating employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Improved safety procedures to create safe working conditions for workers.
Customer Service Representative
Nationwide
02.2010 - 02.2011
- Answering customer phone calls, reporting and troubleshooting claims, taking customer payments, making deposits, setting up appointments for the agent, filing, and other office duties, all while maintaining a swift and competent work ethic.
Education
Regents
Maine Endwell High School
Endwell, NY06-2009
Criminal Justice
Broome Tioga Boces
Binghamton, NY06-2009
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Conflict resolution
- Microsoft Excel
- Complaint resolution
- Payment processing
- Follow-up skills
- Call management
- Appointment scheduling
Accomplishments
- I have received recognition several times for demonstrating superior customer service and procedural skills that led to a promotion to Team Manager at Panera Bread.
- I was selected within my first 6 months for a rep assist role in the NYSEG Call Center and have maintained that role to this date helping fellow reps with difficult customer situations and interactions.
Timeline
Customer Service Representative
NYSEG
04.2021 - Current
Team Manager
Panera Bread
04.2012 - 04.2021
Customer Service Representative
Nationwide
02.2010 - 02.2011
Regents
Maine Endwell High School
Criminal Justice
Broome Tioga Boces
Similar Profiles
Michael BellMichael Bell
Customer Service Representative at NysegCustomer Service Representative at Nyseg
Jack PidlypchakJack Pidlypchak
Meter Reader Collector at NysegMeter Reader Collector at Nyseg
WILLIAM CLAIRWILLIAM CLAIR
Transmission Section Operator at NYSEGTransmission Section Operator at NYSEG
Martha GaykovyyMartha Gaykovyy
RN, Oncology Med Surg at UHSRN, Oncology Med Surg at UHS
Christopher HolleranChristopher Holleran
Vice President of Operations at Auchinachie ServicesVice President of Operations at Auchinachie Services