Rowan Melrose
@rowanmelrose
Customer service and technical support leader who resolves complex issues and drives customer retention and growth.
ZimbabweWhat I'm looking for
I’m a highly driven professional with a proven track record in leadership, customer service, and business management. Over the years, I’ve helped clients resolve complex technical and account issues through phone, chat, and remote connections.
I began as an OJT Global Expert, Tech/Advanced Tech Agent at Teletech/Ttech (Dish Network), where I provided expert guidance and trained new agents. I was recognized as Teletech Top Performer of the Year for exceptional performance.
From 2017 to 2020, I worked as an AT&T Customer Loyalty Agent/Retention Agent, managing concerns with empathy and consistently exceeding targets. I played a pivotal role in addressing account and billing issues while promoting upgrades and additional services.
Most recently, I’ve led daily operations as a Team Lead and served as a customer service representative supporting billing inquiries, app features, and insurance policies. I coordinate with partner companies, handle documentation submission to regulatory bodies (such as the DMV), and focus on seamless communication that improves customer experiences.
Experience
Work history, roles, and key accomplishments
Insurance Customer Service Rep
GGA Solutions-Root Auto Insurance
Jan 2023 - Present (3 years 5 months)
Assisted customers with billing inquiries, app features, and insurance policy questions. Coordinated with partner companies to support smooth customer experiences and helped with documentation submission to regulatory bodies such as the DMV.
Customer Service Agent
Intugo-Kiwi Co Toys
Jan 2022 - Dec 2022 (11 months)
Handled billing inquiries, processed orders, and upsold products to improve customer experience. Assisted customers with app installations, resolved order discrepancies, and provided high-quality customer support.
Team Lead - Freshly Food
Helpware-Freshly Food
Jan 2020 - Dec 2021 (1 year 11 months)
Led a team to ensure optimal performance and customer satisfaction by managing daily operations and resolving issues. Served as the primary client liaison, coordinating communication and answering client inquiries to maintain smooth service.
Customer Loyalty Agent
AT&T
Jan 2017 - Dec 2020 (3 years 11 months)
Managed customer concerns with empathy, resolving retention issues to keep customers engaged. Consistently exceeded targets by promoting upgrades and additional services, and helped resolve account and billing problems to improve customer experience.
OJT Global Expert
Teletech (Dish Network)
Jan 2013 - Dec 2016 (3 years 11 months)
Provided expert guidance to clients, resolving complex technical issues via phone, chat, and remote connections. Conducted training sessions for new agents and earned Teletech Top Performer of the Year recognition.
Education
Degrees, certifications, and relevant coursework
Kingston University
Advanced GNVQ, Photography
1998 - 2001
Completed an Advanced GNVQ program in Photography at Kingston University (1998–2001).
Kingston University
Advanced GNVQ, Journalism
1998 - 2001
Completed an Advanced GNVQ program in Journalism at Kingston University (1998–2001).
St. Francis Xavier College
Intermediate GNVQ, Photography
1996 - 1998
Completed an Intermediate GNVQ in Photography at St. Francis Xavier College (1996–1998).
St. Francis Xavier College
Intermediate GNVQ, Journalism
1996 - 1998
Completed an Intermediate GNVQ in Journalism at St. Francis Xavier College (1996–1998).
St. Francis Xavier College
A Level, English Literature
1996 - 1998
Grade: A*
Earned an A Level in English Literature at St. Francis Xavier College, achieving grade A*.
St. Francis Xavier College
A Level, English Language
1996 - 1998
Grade: A
Earned an A Level in English Language at St. Francis Xavier College, achieving grade A.
Cordeaux Academy
GCSE, English
1991 - 1995
Grade: B
Completed GCSEs at Cordeaux Academy, achieving grade B in English.
Cordeaux Academy
GCSE, Mathematics
1991 - 1995
Grade: C
Completed GCSEs at Cordeaux Academy, achieving grade C in Mathematics.
Cordeaux Academy
GCSE, Geography
1991 - 1995
Grade: B
Completed GCSEs at Cordeaux Academy, achieving grade B in Geography.
Cordeaux Academy
GCSE, Sports
1991 - 1995
Grade: C
Completed GCSEs at Cordeaux Academy, achieving grade C in Sports.
Availability
Location
ZimbabweAuthorized to work in
Job categories
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