Stanley Robby Herard
Austin
Summary
Dynamic customer service professional with extensive experience at TurboTax, excelling in issue resolution and effective listening. Proven track record of enhancing customer loyalty through personalized solutions and strong product knowledge. Skilled in utilizing CRM software to document interactions, ensuring compliance and maintaining high satisfaction levels. Committed to delivering exceptional service in high-pressure environments.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
5
5
years of professional experience
Work History
Customer Service Representative/Tier 1 Technical Support Representative
Continuum Global Solutions
01.2023 - 06.2025
- Helped customers resolve login issues, walking through solution step by step in easy to understand languages.
- Utilized CRM software to document interactions and track customer feedback.
- Supported team in maintaining high levels of customer satisfaction.
- Learned company products and services to provide accurate information to customers.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- documented all customer interactions ,technical resolutions, and follow ups using tools like Zen desk and salesforce ro ensure a seamless support experience.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Representative/Tier 1 Technical Support Representative
TurboTax
11.2024 - 04.2025
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
Customer Service Representative
Saferide
02.2020 - 02.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- the primary role was to manage inbound and some outbound calls related to medical transportation, ensuring members have access to the rides they need. This includes scheduling, confirming eligibility, addressing inquiries, and handling complaints. Effective communication, problem-solving, and a positive attitude are essential for success in this role.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Investigated and resolved customer inquiries and complaints quickly.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
Education
High School Diploma -
UT High School
1616 Guadalupe St Ste 0.134, Austin, TX 78701, US06-2020
Skills
- Effective listening
- Team building
- Analytical reasoning
- Issue resolution
- Computer proficiency
- Scheduling
- Product knowledge
- Conflict resolution
Languages
English
French
Creole
Timeline
Customer Service Representative/Tier 1 Technical Support Representative
TurboTax
11.2024 - 04.2025
Customer Service Representative/Tier 1 Technical Support Representative
Continuum Global Solutions
01.2023 - 06.2025
Customer Service Representative
Saferide
02.2020 - 02.2022
High School Diploma -
UT High School
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