ROLAND JOHN G.

MARZAN
Teacher I

OUTPUT IN ESSENTIAL PRESENTATION SKILLS

WORK ACCOMPLISHMENT

As a former customer service representative, I have had the opportunity to interact

with a diverse range of customers and resolve a wide range of issues. One of my proudest
accomplishments was when I was able to turn a dissatisfied customer into a loyal
advocate for the company. The customer had a negative experience with one of our
products and was extremely unhappy with the service they received. I took the time to
listen to their concerns, understand their needs, and offer a resolution that exceeded their
expectations. The customer was so impressed with my handling of the situation that they
became one of our most vocal supporters and referred several of their friends and
colleagues to our company.

Another accomplishment I am proud of is my success in reducing customer wait

times and improving the overall customer experience. I implemented several process
improvements and worked closely with my team to streamline our support processes,
reducing wait times by over 50%. This not only improved the customer experience but
also resulted in higher customer satisfaction scores and a reduction in repeat support
requests.

Finally, I am proud of my contribution to the development and implementation of

a new customer service training program. I worked closely with the training team to
design a program that would provide customer service representatives with the skills and
knowledge they needed to deliver exceptional service. The program was well-received by
both new and experienced customer service representatives and has had a positive impact
on the quality of service delivered to our customers. These accomplishments are a source
of pride for me and demonstrate my commitment to providing outstanding customer
service.