Randall Joseph
Hampton,GA
Summary
Proven customer service expert with 10+ years of experience delivering exceptional support in call centers, direct client interactions, and remote environments. Dedicated to enhancing customer satisfaction through effective communication, problem-solving, and a customer-first approach. Skilled in handling escalations with diplomacy, turning challenges into opportunities for customer retention. Proactive in identifying process improvements and implementing solutions to optimize the customer experience. Highly organized and dependable, adept at managing multiple priorities with a positive attitude. Eager to bring expertise in customer service to a dynamic team.
Overview
2024
2024
years of professional experience
Work History
Independent Delivery Contractor
Uber Eats/DoorDash
- Provided excellent customer service, ensuring 98%+ Customer Satisfaction ratings and repeat orders
- Provided timely communication via text message or phone call to customer to update them of their delivery and confirm delivery instructions
- Managed time-sensitive deliveries from restaurants to businesses and customers while optimizing routes for efficiency
- Resolved customer concerns with their orders by proactively contacting support to expedite issue resolution
- Advocated for customers in cases of incorrect or missing orders, ensuring timely solutions
- Maintained high customer satisfaction by providing responsive and effective communication.
Licensed Medicare Sales Agent
Assurance IQ
Worked Remotely, GA
09.2022 - 09.2023
- Answered 10-20 inbound calls from prospective and current Medicare beneficiaries and provided information about Medicare Advantage, Medicare Supplement, and Prescription Drug plans.
- Provided information to educate clients on the differences between plan options and helped them select a plan that best suited their healthcare needs and budget.
- Conducted sales presentations and explained plan details and benefits to clients.
- Completed enrollments and processed applications in a timely and accurate manner.
Licensed Insurance Agent
Senior Life Insurance Company/Adams Group
09.2021 - 09.2022
- Made 25+ outgoing calls to leads that wanted more information on Final Expense insurance coverage
- Established rapport and promoted relationships by providing a unique positive experience for each customer through personalizing the sales interaction
- Used active listening skills while providing solutions that fit the needs of the customer
- Recommended coverage options based on analysis of customers' circumstances using consultative sales techniques.
- Provided exceptional customer service by addressing client concerns and questions in a timely and professional manner.
- Utilized company CRM software to manage client relationships.
- Followed up with clients on a regular basis to ensure customer satisfaction and retention.
Business Developer
LENEER DATA ASSURANCE
03.2018 - 01.2020
- Made 25-50 outbound calls to midsize and large businesses to inquire about their needs for staffing
- Contacted businesses about Cyber Security and recruitment services
- Worked collaboratively with internal recruiter to recruit candidates for client’s cyber security and engineering positions
- Researched to identify key C-level contacts within large enterprises and governmental agencies.
- Established relationships with key employees and contacts at private and governmental agencies
- Submitted proposals to secure business opportunities Followed up with contacts on an ongoing basis for updates and new opportunities
Customer Service Representative
GRANADA CORP/THE GENERAL AUTOMOBILE INSURANCE
06.2015 - 06.2016
- Managed a continuous stream of 50+ inbound customer calls in aa virtual call center, ensuring minimal wait times while addressing account-related inquiries. Demonstrated active listening skills to swiftly identify optimal solutions for clients' issues and concerns, enhancing overall efficiency in issue resolution.
- Effectively facilitated the establishment of new insurance, policy changes, and the reinstatement of lapsed policies, showcasing proficiency in navigating and managing diverse customer account needs.
- Exhibited proficiency in de-escalation techniques when dealing with irate callers, approaching situations with professionalism and empathy.
- Advocated for clients and provided tailored assistance to address their unique circumstances.
- Contributed to a collaborative team environment by actively engaging with supervisors and team members, fostering positive relationships to ensure customer satisfaction. Took initiative in problem-solving and demonstrated a proactive approach to enhancing team dynamics.
- Played a pivotal role in customer retention by consulting with clients expressing the intention to leave. Effectively addressed their concerns and successfully solidified and retained accounts.
- Maintained accuracy and completeness in customer records by consistently updating accounts and processing payments efficiently, contributing to the seamless operation of customer account management processes.
Education
Majors Studied - Marketing And Finance
Florida Agricultural And Mechanical University
Tallahassee, FLSkills
- Proven ability to quickly identify and access customer needs and concerns, contributing to a reduction in resolution times
- In-depth understanding of insurance terminology
- Comprehensive knowledge of medical benefits
- Strong multitasking abilities
- Experience in navigating and managing multiple screens
- Skilled in troubleshooting technical issues and providing comprehensive product/service information
- Proven track record in a Call Center environment
- Strong proficiency in fundamental math skills
- Provide excellent customer service and care to everyone served
- Demonstrated ability to collaborate effectively and coordinate seamlessly with various departments
Timeline
Licensed Medicare Sales Agent
Assurance IQ
09.2022 - 09.2023
Licensed Insurance Agent
Senior Life Insurance Company/Adams Group
09.2021 - 09.2022
Business Developer
LENEER DATA ASSURANCE
03.2018 - 01.2020
Customer Service Representative
GRANADA CORP/THE GENERAL AUTOMOBILE INSURANCE
06.2015 - 06.2016
Independent Delivery Contractor
Uber Eats/DoorDash
Majors Studied - Marketing And Finance
Florida Agricultural And Mechanical University
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