Rochun Bailey
Downey
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
20
20
years of professional experience
Work History
Customer Service Representative/ Traffic Coordinator
Henkel Corporation
03.2012 - Current
- Responded to customer inquiries via phone, email, and chat, providing accurate and timely information to resolve issues
- Assisted customers with product troubleshooting, order inquiries, and returns, ensuring a satisfactory resolution
- Built and maintained strong customer relationships, demonstrating empathy and professionalism in all interactions
- Documented customer interactions and updated CRM system with relevant information
- Collaborated with cross-functional teams to address customer concerns and improve overall customer satisfaction
- Received commendations from customers and colleagues for exceptional service and problem-solving abilities
Customer Service Representative
See’s Candy
09.2023 - 12.2023
- Build and maintain solid customer relationships by providing excellent customer service to all inquiries and customer contact via phone or face to face
- Provide customer support for variety of products and services
- Assist customers in selecting the most appropriate products by recommendations to their needs
- Process candy and gift item orders, payment, and shipping information
- Utilize upselling and suggestive selling methods to achieve defined sales goals
- Assist with other related tasks as assigned by management
Senior Customer Support Specialist
Citigroup
07.2005 - 07.2010
- Handled escalated customer issues, taking ownership of problems and ensuring a prompt resolution
- Trained and mentored new customer support team members, providing guidance and support
- Assisted in developing and implementing customer service policies and procedures to enhance efficiency
- Conducted customer satisfaction surveys and analyzed feedback to identify areas for improvement
- Developed and delivered customer service training sessions to improve team performance
- Recognized as a top performer, consistently meeting or exceeding performance metrics
Education
Southwest College
Los Angeles, CA01.2012
High School Diploma -
George Washington High School
Los Angeles, CA06-1996
Skills
- Excellent communication skills
- Strong problem-solving and critical thinking abilities
- Proficient in CRM systems
- Customer support tools
- Adaptable to changing priorities
- Fast-paced environment
- Attention to detail
- Strong organizational skill
- Ability to work independently
- Ability to work as part of a team
- Proficient in Microsoft Office Suite
- Knowledge of help desk software
- Knowledge of ticketing systems
- Customer service
- Critical thinking
- Data entry
- Active listening
Timeline
Customer Service Representative
See’s Candy
09.2023 - 12.2023
Customer Service Representative/ Traffic Coordinator
Henkel Corporation
03.2012 - Current
Senior Customer Support Specialist
Citigroup
07.2005 - 07.2010
Southwest College
High School Diploma -
George Washington High School
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