Ryan Marcelin

Customer Success Specialist @Sonova Group

Aurora, IL, US

Serve customers via phone, fax, mail and/or email by determining requirements, answering inquiries, resolving problems, fulfilling requests, maintain client database, and customer profilesMaintain a high inbound call answer rate.(75-80 calls a day avg)Resolve problems by clarifying issues, researching and exploring, coming up with alternative solutions, implementing solutions, and escalating unresolved problemsRedirect complex or specialized concerns to the appropriate team for follow-up (e.g. – Audiology inquiries, technical product support, etc.) when applicableInvestigate and resolve problems related to the shipment of product, returns, credits, and ordersCommunicate company policies and pricing per price and policy guideDay to Day responsibilities could include:Answer a large number of inbound calls on a daily basis (60+)Assist with billing questions, pricing and warranty inquiriesAssist with order status and tracking inquiresAssist with backorder management for sales territoryAssist with web servicesAssist with case management for sales territoryAssist with customer account and contact maintenance for sales territoryHandle customer complaints with sense of urgency and see through to satisfactory resolutionWork cross functionally to ensure an effortless customer experienceAbility to consistently meet stated KPIsComplies with all local, state and federal laws and regulationsComplies with all Company policies, processes and proceduresAll other duties as assigned

Geneva High School

High School Diploma, Communication, Journalism, and Related Programs

Waubonsee Community College

Certified Nursing Assistant Certification/License, Registered Nursing, Nursing Administration, Nursing Research and Clinical Nursing