JOHN ALOMAR
Mooresville
Summary
Experienced customer service professional with over 10 years of experience. Positive and upbeat communicator, highly organized with a solid history of improving customer satisfaction. Proficient in CRM tools, adept at addressing individual and trending customer issues with analytical and creative approaches. Diligent in supporting diverse customers with routine and complex requirements to optimize support and boost company loyalty. Bilingual Customer Service Representative with a proven ability to quickly and effectively resolve complaints and issues in busy call center settings. Personable and dedicated Customer Service Representative with extensive experience in the Customer Relations industry. Specializing in quality, speed, and process optimization, articulate, enthusiastic, results-oriented with a passion for building relationships, cultivating partnerships, and growing businesses. Technologically-savvy with proven customer service, time management, and multitasking abilities, attentive to customer needs and able to develop effective solutions.
Overview
16
16
years of professional experience
Work History
Sr Customer Support Specialist
Republic Services
10.2020 - Current
- Implemented new ticketing systems that improved tracking and resolution of customer concerns.
- Enhanced customer satisfaction by resolving complex technical issues and providing exceptional support.
- Established strong relationships with key clients, leading to high levels of retention and repeat business.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Sought ways to improve processes and services provided.
- Increased efficiency and team productivity by promoting operational best practices.
- Developed comprehensive training materials to improve team knowledge and performance in various areas of customer support.
Customer Support Specialist/Sales Associate
Intercontinental Warranty Service (IWS)
09.2015 - 10.2020
- Evaluated customer account information to assess current issues and determine potential solutions.
- Documented conversations with customers to track requests, problems and solutions.
- Shared detailed information regarding Extended Auto Warranty options to help customers make decisions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Answered daily phone calls to resolve customer issues efficiently.
Marketing Associate
PDI CommunicationsInc
06.2020 - 09.2020
- Managed customer digital marketing strategies to meet client goals and objectives.
- Facilitated growth and increased brand awareness by working with sales team to build and maintain key business relationships.
- Provided administrative support to marketing team members, fostering timely project completion.
- Produced marketing graphics that were attractive and high-quality by applying skills in Vista Print.
Customer Support Specialist
GoSection8
09.2019 - 08.2020
- Evaluated customer account information to assess current issues and determine potential solutions.
- Upheld high standards of customer services by responding to inquiries, needs and problems.
- Interviewed clients to obtain vital case information and support associates.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Applied consultative approach to collect information on customer service, account and technical concerns.
Quality Assurance Lead
Your Home Advantage
06.2013 - 07.2020
- Made recommendations to division managers concerning facility and employee quality issues.
- Coached, mentored and motivated QC managers and inspectors to improve quality control process.
- Reviewed customer interactions and activity reports to identify and address concerns.
- Worked collaboratively with members of operations department to improve processes and optimize productivity.
Dispatcher
Baer's Furniture Inc.
09.2011 - 02.2012
- Accurately and efficiently responded to daily requests.
- Answered customer requests with information about product availability, shipping information and status updates.
- Tracked all changes in computer system to keep records current and accurate.
- Oversaw investigation and resolution of customer and vendor issues.
- Reported delays, accidents, or other traffic and transportation situations.
- Managed daily delivery and work schedules to maximize coverage.
- Accurately and efficiently responded to daily requests.
Customer Service Representative
Ambit Energy
08.2009 - 05.2011
- Evaluated customer account information to assess current issues and determine potential solutions.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Educated customers on special pricing opportunities and company offerings.
- Reviewed account and service histories to identify trends and issues.
- Answered inbound calls and directed to designated individuals or departments.
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
- Documented conversations with customers to track requests, problems and solutions.
- Upheld privacy and security requirements established by regulatory agencies.
- Set up and activated customer accounts.
Education
High School Diploma -
Nimitz High School
Irving, TX5 2007
Skills
- Fluent in Spanish
- Product support expertise
- Exceptional customer service
- Transaction management
- Quality assessment expertise
- Workplace mentoring
- Call handling expertise
- Proficient in technology
- Client support experience
- Client engagement
- Data analysis
Timeline
Sr Customer Support Specialist
Republic Services
10.2020 - Current
Marketing Associate
PDI CommunicationsInc
06.2020 - 09.2020
Customer Support Specialist
GoSection8
09.2019 - 08.2020
Customer Support Specialist/Sales Associate
Intercontinental Warranty Service (IWS)
09.2015 - 10.2020
Quality Assurance Lead
Your Home Advantage
06.2013 - 07.2020
Dispatcher
Baer's Furniture Inc.
09.2011 - 02.2012
Customer Service Representative
Ambit Energy
08.2009 - 05.2011
High School Diploma -
Nimitz High School
Similar Profiles
KEVIN STUERKEVIN STUER
Fleet Maintenance Manager at Republic ServicesFleet Maintenance Manager at Republic Services
Brandon LawrenceBrandon Lawrence
Regional Fleet Maintenance Manager at Republic ServicesRegional Fleet Maintenance Manager at Republic Services
Joanna BestJoanna Best
Maintenance Clerk at Republic ServicesMaintenance Clerk at Republic Services
Delana HodgeDelana Hodge
Lifeguard at Mecklenburg CountyLifeguard at Mecklenburg County
Claudia TraffordClaudia Trafford
Bilingual Attendance Secretary - Front Office at William Amous Hough High SchoolBilingual Attendance Secretary - Front Office at William Amous Hough High School