William Roberts
Chicago
Summary
Versatile professional with a background in vocal performance who strives for excellence and consistency in all his work. Able to use problem solving, interpersonal, language and teamwork skills learned in music and apply these to any assigned task.
Overview
17
17
years of professional experience
Work History
Customer Service Desk Representative
Chicago Athletic Clubs
10.2020 - Current
- Developed rapport with members through friendly yet professional demeanor, fostering long-term relationships with customers.
- Deescalated tense situations effectively, turning potentially negative experiences into positive outcomes for customers.
- Managed the flow of all members and guests entering the club
- Updated member account information and recorded in the appropriate software
Customer Service Manager
Evanston Athletic Club
03.2021 - 09.2022
- Led customer service team, enhancing operational efficiency and service quality.
- Developed training programs for staff, improving knowledge and performance consistency.
- Fostered collaboration between departments, ensuring seamless customer experiences across channels.
- Managed escalated customer issues, resolving conflicts while maintaining satisfaction levels.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Branch Manager, Event Technician
Sharingbox
07.2016 - 09.2021
- Maintained, operated and accounted for photobooth equipment and materials contained in company's Chicago storage location.
- Drove equipment to cities across the country to build and host photobooth events
- Worked with clients to provide aesthetically pleasing photographs and backdrops, frequently highlighting a specific brand name for both in-person setups and in two dimensional photographs.
- Hosted photo booth events and coached patrons to pose tastefully showing their best selves.
- Trained fellow event technicians, assessed employee performance and developed improvement plans.
Classical Singer
Self Employed
09.2008 - Current
- Interpreted different music by making use of voice production, harmony, rhythm and melody to present characterization.
- Practiced singing exercises and studied with vocal coaches to develop voice and rehearse for upcoming roles.
- Observed choral leaders in collaboration with fellow musicians for cues or directions in vocal presentations.
Audience Service Customer Representative
Lyric Opera Of Chicago
07.2016 - 09.2017
- Maintained courteous, friendly atmosphere for guests to increase overall satisfaction and customer service standards.
- Assisted Customers with ticket sales, exchanges, and subscriptions.
- Took over the phone payments while maintaining data intergirty
- Described and explained details of each opera or concert offered to inform customers and guide purchasing decisions.
- Identified opportunities for upselling or cross-selling products during interactions, increasing overall revenue generation.
Education
High School Diploma -
Kings Park High School
Kings Park, NY06.2002
Bachelor of Arts - Music Performance
Illinois Wesleyan University
Bloomington, IL05.2006
Master of Music - Opera
The Boston Conservatory
Boston, MA05.2008
Skills
- Verbal/written communication
- Staff Training
- Customer service awareness
- Product knowledge
- Appointment scheduling
- Account management
- Multitasking
- Customer Interaction
- Improvising
- Team Player
- Friendly
- Approachable
- Supervision
- Troubleshooting
- Scheduling
- Complaint handling
Timeline
Customer Service Manager
Evanston Athletic Club
03.2021 - 09.2022
Customer Service Desk Representative
Chicago Athletic Clubs
10.2020 - Current
Branch Manager, Event Technician
Sharingbox
07.2016 - 09.2021
Audience Service Customer Representative
Lyric Opera Of Chicago
07.2016 - 09.2017
Classical Singer
Self Employed
09.2008 - Current
High School Diploma -
Kings Park High School
Bachelor of Arts - Music Performance
Illinois Wesleyan University
Master of Music - Opera
The Boston Conservatory
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