Robert Lega Email & Phone Number

Pompano Beach, Florida, United States

• Dispatched 35-40 installers daily in the FLORIDA/ATLANTA/CHARLOTTE• Fielded 50-100 calls daily inbound/outbound assisting clients with questions or concerns on installation appointments • Managed 100+ appointments a day ensuring timely arrival• Assisted with routing 75-100 appointments a day for between 35-40 installers • Helped create training documents used by onboarding routers/schedulers

Sunrise, Florida, United States

• Took between 50-75 calls daily delivering world-class customer service, by explaining related benefits and responding to customer inquires and concerns over the phone in a very fast paced call center environment• Infused energy into team moral by serving as a mentor and role model to my team• Contributed to the overall success of my team by providing tips and delivering outstanding customer service • Was selected as Value Generation Champion by my Team Leader to serve as the subject matter expert in adding value to the Card Members’ experiences resulting in an increase of cross-sells and product upgrades• Promoted team cohesiveness by actively participating and encouraging participation within the team’s group chat• Was recognized as Most Improved by Team Leader and served as a Mentor for Customer Care Apprentices• Led team huddles in which I also presented new sales pitch ideas to the team

Deland, Florida, United States

• Responsible for the coaching and development of a team of around 10 call center representatives• Worked in a very fast-paced, and dynamic call center environment• Assisted with providing feedback to aid representatives in accomplishing their key measures of success, including all activities that contribute to ensuring customers receive effortless and world class service• Assisted the team with escalated customer issues • Reviewed and responded to Quality Assurance reports in order to mentor team members• Conducted daily team huddles to ensure that team members are provided with any process changes and/or updates

• Responsible for answering client questions over the phone and through chats for Apple internal and external customers • Provided prompt, reliable, and accurate information to customers• Maintained effective communications during telephone and chat conversations by adjusting to the pace and technical level of the client• Responsible for ensuring total issue resolution in a timely manner, while also maintaining the highest level of quality possible for each individual situation

• Responsible for the administration and coordination of Comcast Business customer orders from site survey all the way through to order submission and then ultimately to product installation• Worked closely with the Sales Team to provide additional reporting and SalesForce utilization• Set client appointments, scheduled and routed• Handled administrative tasks to enable sales representatives to increase field time• Worked with very moderate supervision and was responsible for individual deadlines