Daniel Roberts
Indianapolis
Summary
Dynamic professional with a proven track record at Dial America, excelling in outbound sales and customer relationship management. Results-driven and skilled in call monitoring, I fostered loyalty through empathetic conflict resolution and proactive communication. Committed to continuous improvement, I consistently enhanced team performance and client satisfaction.
Professional call center specialist prepared to excel in high-volume environments. Leveraged effective communication and problem-resolution techniques to meet and exceed customer expectations. Valued team member known for flexibility and reliability, contributing to consistent team performance.
Overview
21
21
years of professional experience
Work History
Inbound/Outbound Call Center Agent
Dial America
04.2019 - 08.2021
- Reduced call handling time by efficiently navigating through customer databases and CRM systems.
- Made outbound lead follow-ups to potential and existing customers by telephone and email to qualify leads and sell products and services.
- Participated proactively in ongoing learning initiatives like workshops or seminars to consistently enhance communication skills and product knowledge.
- Built rapport with clients, fostering long-term relationships that led to increased customer loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Service Manager/District Training Manager
O'Charleys
06.2005 - 03.2019
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
General Manager/Regional Training Manager
316 Investments/dba Qdoba Mexican Grielll
08.2000 - 11.2005
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Managed budget implementations, employee evaluations, and contract details.
- Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
Education
Associate of Arts - Hotel Restaurant Management
Florida State College
Jacksonville, FLSkills
- Results Driven
- Experienced Outbound Sales Representative
- Continuous improvement
- Call monitoring
GM of the year 2 years running
I was General Manager of the year 2 years running. This accomplishment was voted on by peers as well as upper management.. I was only as good as my weakest team member. Thru hardwork, long hours, hours of to work detail was I able to achieve this prestigious award.
Timeline
Inbound/Outbound Call Center Agent
Dial America
04.2019 - 08.2021
Service Manager/District Training Manager
O'Charleys
06.2005 - 03.2019
General Manager/Regional Training Manager
316 Investments/dba Qdoba Mexican Grielll
08.2000 - 11.2005
Associate of Arts - Hotel Restaurant Management
Florida State College
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