Robert Allnutt
Chicago
Summary
Dedicated and customer-focused professional with over five years of experience in customer service. Adept at handling inquiries, resolving complaints, and ensuring customer satisfaction through various communication channels, including email, phone, and live chat. Skilled in using CRM tools like Zendesk and Gorgias, with a passion for providing exceptional customer experiences. Seeking to leverage my skills and experience to contribute to a dynamic team.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Payoneer
01.2022 - Current
- Provided high-level customer support for payment processing, account verification, and fraud prevention
- Handled a high volume of customer interactions through multiple channels, maintaining professionalism and efficiency
- Assisted clients in troubleshooting payment issues, refunds, and disputes to ensure seamless transactions
- Worked closely with internal teams to improve processes and deliver a superior customer experience
- Regularly communicated with clients via Slack, Zoom, and email to provide real-time assistance
- Identified common customer concerns and proposed proactive solutions to improve service efficiency
- Trained new hires on customer service best practices and system navigation
Customer Service Agent
PayPal
03.2018 - 12.2021
- Responded to customer inquiries via email, phone, and live chat, ensuring efficient and professional assistance
- Assisted customers with transaction issues, disputes, and account-related concerns, providing solutions tailored to their needs
- Collaborated with internal teams to resolve escalated cases promptly and effectively
- Educated customers on PayPal's policies, security measures, and best practices to enhance user experience
- Maintained high customer satisfaction scores by delivering empathetic and solution-oriented support
- Tracked customer interactions using Zendesk and Salesforce, ensuring seamless follow-ups
- Suggested process improvements to enhance service quality and reduce resolution time
Education
Bachelor’s Degree - Business Administration
University of Illinois at Chicago
01.2017
Skills
- Strong communication skills
- Problem-solving
- Critical thinking
- Time management
- Multitasking
- Zendesk
- Gorgias
- Freshdesk
- Intercom
- G Suite
- Shopify
- BigCommerce
- Amazon
- Reliable internet connection
- Adaptability
- Customer service
- Teamwork
- Phone support
- Email support
- Live chat support
- SMS support
- Independent work
- Continuous learning
- Process improvement
Certification
- Customer Service & Support Professional Certification, Coursera, 2021
- Advanced Zendesk Training, Zendesk Academy, 2022
- Shopify Customer Support Training, Shopify Academy, 2023
Timeline
Customer Service Representative
Payoneer
01.2022 - Current
Customer Service Agent
PayPal
03.2018 - 12.2021
Bachelor’s Degree - Business Administration
University of Illinois at Chicago
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