Summary
Overview
Work History
Education
Skills
Timeline
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Alex Gobern III

Sacramento

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

11
11
years of professional experience

Work History

Customer Service Representative

IRS
10.2016 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • 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.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Identified and resolved discrepancies and errors in customer accounts.

Shift Manager

CVS Health
09.2016 - 02.2017
  • Responsible for opening/ closing as well as daily cash deposits
  • Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
  • Improved overall team performance by effectively delegating tasks and providing clear instructions.
  • Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
  • Collaborated with other Shift Managers to maintain consistency in policies enforcement across all shifts, fostering a cohesive workplace culture.

Front End Supervisor

SAMS CLUB / LOCAL
07.2016 - 09.2016
  • Maintained a clean and organized front-end area to ensure a pleasant shopping experience for customers.
  • Managed customer returns and exchanges efficiently, ensuring a smooth process for both customers and employees.
  • Monitored cash drawers in 12 checkout stations to verify adequate cash supply.
  • Ensured compliance with company policies and local regulations through regular audits of cash registers, transaction records, and employee behaviors on duty.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Enhanced customer satisfaction by effectively managing front-end operations and addressing customer concerns promptly.

Business Development Representative

Millennium Hyundai
03.2015 - 12.2015
  • Maintain customer relationships with dealership, and acquire new business through current promotions
  • Assist the sales team with maintaining contact with customers who expressed interest after their initial visit, as well as contact new internet customers with purchase requests
  • Increased client base by identifying potential customers and initiating strategic outreach.
  • Maintained extensive knowledge of company products and services to provide top-notch expertise to customers.
  • Used SalesForce to handle current portfolio and prospective leads.
  • Refined sales pitch techniques based on ongoing evaluation of results, continuously adapting and improving for optimal outcomes.

Direct Marketing Assistant Manager

Jazzy Marketing & LOA Management
12.2013 - 01.2015
  • Direct Marketing for Directv within nationwide electronic retailers (Best Buy, Sam's Club, Costco, etc) for new customer acquisitions
  • Assisted in the expansion launch of two offices, including training, payroll, staffing, hiring process, as well as market strategies
  • Top salesman across Eastern US award, numerous top 10 salesperson of the week awards
  • Input new data, updated old records and cross-checked information to keep marketing database up-to-date.
  • Increased brand awareness by implementing targeted marketing campaigns and social media strategies.

Education

American River Community College

Computer Programming

Devry University
Sacramento, CA
01.2009

Skills

  • Customer service

  • Active listening

  • Critical thinking

  • Data entry

  • Problem resolution

  • Call center experience

  • Computer proficiency

  • Sales expertise

  • Account management

  • Research

  • Key holder experience

  • Information security

Timeline

Customer Service Representative

IRS
10.2016 - Current

Shift Manager

CVS Health
09.2016 - 02.2017

Front End Supervisor

SAMS CLUB / LOCAL
07.2016 - 09.2016

Business Development Representative

Millennium Hyundai
03.2015 - 12.2015

Direct Marketing Assistant Manager

Jazzy Marketing & LOA Management
12.2013 - 01.2015

American River Community College

Computer Programming

Devry University

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Alex Gobern III