Robert Rankine
Customer Service
Halifax,NS
Summary
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Staples Advantage
04.2015 - 10.2024
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed order processing and fulfillment using internal systems to ensure timely delivery.
- Trained new staff on customer service protocols and company policies for optimal efficiency.
- 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.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- 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.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Participated in training programs to enhance product knowledge and customer service skills.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Improved resolution time with effective problem-solving for customer complaints.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Investigated and resolved customer inquiries and complaints quickly.
Education
GED -
Yarmouth Regional High
Yarmouth Nova ScotiaNo Degree - Fundamentals of Accounting Letter of Accomplishment Received
Dalhousie University
Halifax, Nova ScotiaSkills
- Customer service
- Active listening
- Critical thinking
- Customer relations
- Problem resolution
- Call center experience
- Complaint handling
- Complaint resolution
- Payment processing
- Professional telephone demeanor
- Call center operations
- Order processing
- Team development
- Documentation
- Customer relationship management (CRM)
- Prioritization
- De-escalation techniques
- Quality control
- Clerical support
- Live chat support
- Dispute resolution
- Customer education
- Multi-line phone talent
- Reading comprehension
- Conflict mediation
- Proofreading
Accomplishments
- Documented and resolved all customer issues which led to repeat customer loyalty and more sales.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
Languages
English
Full Professional
Interests
- Youth mentor, providing guidance and support to empower the next generation of leaders
- Volunteer Work
- Fundraising Events
Timeline
Customer Service Representative
Staples Advantage
04.2015 - 10.2024
GED -
Yarmouth Regional High
No Degree - Fundamentals of Accounting Letter of Accomplishment Received
Dalhousie University