Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Richard Tompkins

Markham

Summary

Dynamic and results-driven professional with extensive experience in customer support at Black & McDonald. Proven ability to enhance service efficiency and resolve inquiries through strong problem-solving and communication skills. Recognized for training teams to achieve sales goals and improve customer relations, ensuring high standards of service delivery.

Overview

14
14
years of professional experience

Work History

Call Center Representative

Black & McDonald
05.2021 - Current
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Investigated and resolved customer inquiries.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Delivered prompt service to prioritize customer needs.

Call Center Supervisor

North York Chrysler Jeep Dodge Ram Fiat
08.2017 - 05.2020
  • Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
  • Supervised employees in providing excellent customer service to callers requiring assistance.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Executed Monthly Performance Plans with representatives to to identify production gaps.

Night Auditor

Monte Carlo Inn
04.2017 - 08.2017
  • Kept accounts in balance and ran daily reports to verify totals.
  • Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive, and welcoming.
  • Oversaw night auditing of daily room occupancy and hotel revenue.
  • Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.

Duty Manager

Delta Brunswick Hotel
06.2011 - 02.2017
  • Trained employees in essential job functions.
  • Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
  • Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
  • Initiated plans to improve customer relations, quality standards, and service efficiency.

Education

No Degree - Hotel, Resort And Restaurant Management

NBCC Saint Andrews
Saint Andrews, NB

Skills

  • Verbal and written communication
  • Customer communications
  • Providing customer support
  • Appointment scheduling
  • Gathering information
  • Problem-solving skills

Languages

English
Native or Bilingual

Timeline

Call Center Representative

Black & McDonald
05.2021 - Current

Call Center Supervisor

North York Chrysler Jeep Dodge Ram Fiat
08.2017 - 05.2020

Night Auditor

Monte Carlo Inn
04.2017 - 08.2017

Duty Manager

Delta Brunswick Hotel
06.2011 - 02.2017

No Degree - Hotel, Resort And Restaurant Management

NBCC Saint Andrews

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Richard Tompkins