Brian Herman
Sussex,NB
Summary
Hard working, reliable, honest, fast learner seeking full time employment. Trained and experienced in customer service, payment, and order processing.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Ignite Customer Service Specialist
Rogers Communication
08.2020 - Current
- Take calls from customers, to go over accounts, resolve issues they may be having
- Sell new services to new and existing customers
- Take payments, apply credits when necessary
- Disconnect services, Credit checks and Do credit arrangements with deposits.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Outbound Loyalty Retention Specialist
Nordia (Bell Aliant)
08.2017 - 08.2020
- Call customers, to go over accounts, resolve issues they may be having
- Sell new services to new and existing customers
- Take payments, apply credits when necessary
- Disconnect services, checks and Do credit arrange deposits.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Conducted regular account reviews, addressing concerns and presenting solutions to retain customers.
- Evaluated current customer retention strategies and recommended improvements.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
Customer care Representative
Concentrix (Capital One)
05.2015 - 08.2017
- Take calls about customer's accounts, resolve issues
- Apply for credit increases
- Assist with Activating customers cards
- Verify and validate customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
Tow Truck flat deck operator
First Response owing
02.2014 - 02.2015
- Pick up and deliver vehicles
- Respond to police calls for accident pick up and secure vehicles that have been in accidents or in a crime
- Unlock car doors for customers locked out
- Take payments, balance sheets for money coming in and going out
- Vehicle maintenance and inspections
- Tire changes, boosts.
- Operated various types of machinery, demonstrating versatility and adaptability in diverse work environments.
- Maintained a safe working environment by enforcing strict adherence to safety guidelines and protocols.
- Assisted in training new operators, sharing knowledge of best practices and promoting a culture of teamwork amongst peers.
- Worked outside in all weather conditions.
- Reduced equipment downtime by troubleshooting issues and performing timely repairs.
General Manager
U-Haul
01.2013 - 02.2014
- Run day to day operations
- Maintaining paperwork, vehicles, and bank deposits and maintaining safe funds
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Rental equipment bookings for local and destination rentals
- Installation of hitches
- Storage rentals, and handle delinquent accounts.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
Restaurant Manager
Deluxe French Fries
05.2011 - 01.2013
- Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
- Carefully interviewed, selected, trained, and supervised staff.
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Reconciled cash and credit card transactions to maintain accurate records.
- Correctly calculated inventory and ordered appropriate supplies.
- Optimized labor costs by closely monitoring schedules, adjusting staffing levels according to business needs, and employing cross-training strategies.
- Monitored inventory of supplies and purchased orders to maintain adequate stock levels.
- Conducted performance evaluations for staff members, identifying areas of improvement while recognizing outstanding achievements as well.
- Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
- Ensured compliance with local health department regulations through regular staff training sessions and facility inspections.
- Conducted health, safety, and sanitation process evaluations to identify and remedy any violations immediately.
Education
High School Diploma -
Moncton High School
Moncton, NBProfessional Truck Driver
G.W. Truck Driver Training School
Scoudouc, NB08.1992
Skills
- Customer Service
- Customer Relations
- Call center experience
- Customer Relationship Management (CRM)
- Complaint Handling
- Complaint resolution
- Good communication skills
- Forklift Operation
- Truck loading and unloading
- Shipping and receiving
- Team Leadership
- Time Management
References
References available upon request.
Languages
English
Certification
- Reach Truck operator Training - 2010
- single and double pallet jack-2010
- forklift certification-2010
- fall restraint certification -2010
- CPR certified-2011
Timeline
Ignite Customer Service Specialist
Rogers Communication
08.2020 - Current
Outbound Loyalty Retention Specialist
Nordia (Bell Aliant)
08.2017 - 08.2020
Customer care Representative
Concentrix (Capital One)
05.2015 - 08.2017
Tow Truck flat deck operator
First Response owing
02.2014 - 02.2015
General Manager
U-Haul
01.2013 - 02.2014
Restaurant Manager
Deluxe French Fries
05.2011 - 01.2013
High School Diploma -
Moncton High School
Professional Truck Driver
G.W. Truck Driver Training School
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