Rodrick-Shane Dacosta
Sunrise,Florida
Summary
I am a Customer Service Representative dedicated to providing quality care for ultimate customer satisfaction, with the proven ability to establish and maintain excellent communication and relationships with clients. Adept in making sales phone calls to effectively convey a message and relay information about a product or a service. Enthusiastic and reliable Sales Associate, dedicated to providing excellent customer service with a smile. Several years of experience in various customer service and sales remote settings with a proven track record of job success. Also highly skilled in remaining calm and courteous during high-pressure situations.
Overview
8
8
years of professional experience
Work History
Remote Customer Representative
Inktel Contact Center Solutions
07.2023 - Current
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Scheduled deliveries and pickups according to customer needs.
- Monitored vehicle locations to coordinate timely arrivals.
- Answered phone calls and responded to customer emails.
- Provided customers with information on products and services.
- Facilitated communication between clients and tax authorities.
- Prepared various tax forms such as W-2's associated with tax compliance.
Remote Sales Representative
Argo Contact Center (Seasonal/Temporary)
12.2022 - 05.2023
- Worked on the Agero Roadside Assistance for 18 months, Home Depot for 12 months, and Coach Tapestry for 6 months.
- Work in a fast-paced, structured call center environment on the W. Attlee Burpee Campaign.
- Verbally de-escalate and handle difficult client situations. Take ownership in assisting, researching, resolving, or escalating Client issues Understand detailed policies and procedures and explain these to the Client in a manner that is easily understood.
- Utilize multiple systems to access Client information, research issues, educate and solve the client's reason for contact.
- Utilized active listening skills to identify customer needs and offered appropriate solutions
- Assisted customers with locating items and providing product information
- Utilized sales techniques and strategies to build customer relationships and close sales, resulting in a 30% increase in sales
Remote Customer Service Representative
Arise Virtual Solutions
08.2019 - 10.2022
- Effectively managed a high- volume of inbound and outbound customer calls.
- Answered sixty calls daily from customers inquiring about product usage, billing issues, or general company information.
- Learned about assorted products and competently provided customers with information about each one, complementary products, and suggestions for their usage.
- Guide customers through troubleshooting, navigating the company website/mobile app, or using the products or services using digital tools.
- Promoted to support role assisting nesting agents by doing Call Review Virtual SBS (Side by Side Sessions) along with coaching and development.
- Used customer relationship management (CRM) systems to accurately track and manage customer data
Remote Customer Service Representative
Teleperformance (Part-Time)
02.2019 - 10.2021
- Answer incoming calls and assist customers with questions and concerns related to their credit card accounts.
- Process and respond to U.S. Bank customer inquiries utilizing multiple systems to provide information on accounts while answering every call with professionalism and accuracy.
- Accurately diagnose customer needs and proactively educate them about the features and benefits of U.S. Bank products and services.
- Demonstrate a genuine interest in customers and ask questions to resolve the customer's concerns while understanding how U.S. Bank can help meet their financial needs.
- Present options to customers about ways to make their banking easy and convenient, while ensuring the needs of the customer always come first.
- Understanding and striving to meet or exceed call center metrics while providing excellent customer service with soft skills and active listening
Remote Customer Service Representative
NexRep
04.2017 - 01.2019
- Manage inbound service calls.
- Understand and strive to meet or exceed metrics while providing excellent customer service.
- Drive customer satisfaction through voice, chat, and/or email communications. Multitask and navigate through multiple systems, to aid and assist customer queries
- Used customer relationship management (CRM) systems to accurately track and manage customer data
Education
Bachelor of Science - Business Management
Miami Dade College
Miami, FL (Online)07-2024
Skills
- Ability to Work in a Team
- Computer Skills
- Effective Time Management
- Communication Skills
- Customer Service
- Self Motivated
- Customer Support
Timeline
Remote Customer Representative
Inktel Contact Center Solutions
07.2023 - Current
Remote Sales Representative
Argo Contact Center (Seasonal/Temporary)
12.2022 - 05.2023
Remote Customer Service Representative
Arise Virtual Solutions
08.2019 - 10.2022
Remote Customer Service Representative
Teleperformance (Part-Time)
02.2019 - 10.2021
Remote Customer Service Representative
NexRep
04.2017 - 01.2019
Bachelor of Science - Business Management
Miami Dade College
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