Rob Rochon
Kingston,Ontario
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
15
15
years of professional experience
Work History
Senior Event Manager
Streamlined Communications
Kingston, ON
09.2021 - Current
- Maintained adherence to client-event requirements through delegation, prioritizing and management of production phases from concept to execution.
- Handled client questions and concerns via different communication channels to deliver exceptional customer service.
- Managed accounts and worked to continuously develop new revenue from existing clients.
- Documented events with details in customer preferences, financial considerations and successes and failures.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
Expert Event Operator
Intrado
Kingston, Ontario
09.2016 - 07.2021
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Developed strong customer relationships to encourage repeat business.
Branch Manager
Enterprise Rent-A-Car Kingston
Napanee, Ont
05.2013 - 08.2016
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Increased efficiency and drove branch revenue by optimizing daily operations.
- Designed sales and service strategies to improve revenue and retention.
- Boosted customer base, acquiring new customers and identifying needs to deliver relevant products.
- Assigned duties to employees and examined work for accuracy, neatness and timeliness.
Senior Sales Representative
GoodLife Fitness
Kingston, Ontario
09.2010 - 05.2013
- Secured long-term accounts and managed sales presentations by providing recommendations to promote brand effectiveness and product benefits.
- Asked open-ended questions to determine customer requirements and help identify correct products and services.
- Expanded new business and developed effective sales and marketing campaigns.
- Made outbound sales calls to contact prospective leads, using effective communication skills.
- Reduced process lags by training employees on sales strategies, protocols and best practices.
Customer Service Representative
Startek Inc
, Ontario
10.2009 - 07.2010
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Developed strong customer relationships to encourage repeat business.
Education
Microsoft Word, Excel, PowerPoint, Windows Fundamentals And Simply Accounting -
The Business Career College
03.2008
Business Administration Diploma - Business Administration
Everest College (CDI College)
01.2008
Skills
- Managing Events Start to Finish
- Client Relations
- Problem Anticipation and Resolution
- Administrative Recordkeeping
- Selling Event Products and Services
- Customer Service
- Calm and Professional Under Pressure
- Multitasking and Prioritization
- Understanding Customer Needs
- Efficient and Detail-Oriented
Timeline
Senior Event Manager
Streamlined Communications
09.2021 - Current
Expert Event Operator
Intrado
09.2016 - 07.2021
Branch Manager
Enterprise Rent-A-Car Kingston
05.2013 - 08.2016
Senior Sales Representative
GoodLife Fitness
09.2010 - 05.2013
Customer Service Representative
Startek Inc
10.2009 - 07.2010
Microsoft Word, Excel, PowerPoint, Windows Fundamentals And Simply Accounting -
The Business Career College
Business Administration Diploma - Business Administration
Everest College (CDI College)
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