Timothy O’Brien
Gallatin
Summary
Results-oriented Appointment Specialist with experience in managing client interactions and streamlining appointment scheduling. Demonstrated strengths in multitasking and teamwork, effectively resolving inquiries while maintaining a high standard of customer satisfaction.
Overview
11
11
years of professional experience
Work History
Inbound Appointment Specialist
Best Choice Roofing
Goodlettsville
07.2025 - Current
- Scheduled roofing consultations with clients.
- Communicated with clients about services and answered inquiries effectively.
- Assisted in maintaining accurate client records within the appointment system.
- Handled incoming calls professionally, directing them to appropriate departments.
- Managed appointment calendar to maximize team productivity.
- Coordinated with providers to align availability with client appointment preferences.
- Provided exceptional support to clients, ensuring satisfaction during all interactions.
Customer Service Representative
Sam's Club
Hendersonville
04.2024 - 04.2025
- Assisted members with product inquiries and purchase decisions.
- Processed member transactions efficiently at checkout stations.
- Resolved customer complaints and provided effective solutions.
- Recommended products to customers, enhancing their purchasing decisions.
- Handled returns and exchanges following company policies.
- Supported inventory management by restocking shelves promptly.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong relationships with customers by providing personalized assistance and support.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Provided exceptional customer service to ensure customer satisfaction.
- Upsold additional products or services by understanding and addressing customer needs.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Assisted customers with product selection and ordering.
- Maintained cleanliness and organization of sales floor displays.
- Promoted membership benefits and services to enhance member engagement.
Learning & Development Coordinator
Urgently Roadside Assistance
Orlando
05.2022 - 04.2024
- Developed training materials for roadside assistance programs and initiatives.
- Coordinated logistics for employee training sessions and workshops to ensure smooth execution and participant engagement.
- Facilitated onboarding processes for new team members in learning programs.
- Managed Learning Management System to track employee training progress.
- Collaborated with subject matter experts to enhance training content effectiveness.
- Conducted needs assessments to identify skill gaps within the organization.
- Evaluated training feedback to enhance future learning experiences and address employee needs.
- Designed, developed, and delivered engaging e-learning courses using authoring tools such as Articulate Storyline.
- Collaborated with internal stakeholders to ensure learning programs are aligned with corporate goals.
- Analyzed data gathered from various sources to determine gaps in existing training material or processes.
Customer Success Representative
Aerotek
Orlando
07.2020 - 05.2022
- Handled customer inquiries via phone and email, ensuring prompt and effective resolution.
- Developed training materials to improve customer success strategies.
- Acted as a liaison between customers and internal departments for issue resolution.
- Coordinated follow-up communications to strengthen client relationships and enhance satisfaction.
- Managed multiple projects concurrently while meeting tight deadlines.
- Created detailed documentation of customer interactions and solutions provided.
- Developed relationships with customers by providing prompt responses to their inquiries.
- Resolved customer inquiries promptly, upholding high quality standards to ensure customer satisfaction.
- Documented customer interactions in CRM system for accurate tracking.
- Maintained up-to-date knowledge of products, services, policies, and procedures.
- Utilized CRM software programs to track customer interactions and update records accordingly.
- Performed data entry tasks related to updating account information or logging call notes into the system.
Customer Service Representative
Icsolutions
Orlando
02.2015 - 09.2021
- Assisted members with product inquiries and service requests.
- Resolved customer complaints through effective communication and problem-solving.
- Processed transactions accurately using point-of-sale systems.
- Answered customer inquiries and provided accurate information regarding products and services.
- Enhanced customer satisfaction by effectively addressing problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Built strong customer relationships through personalized assistance and support, fostering loyalty and trust.
Education
Bachelor of Arts - Communications
Boston College
Chestnut Hill, MA05-1993
Skills
- Appointment scheduling
- Client relations
- Data entry
- Calendar management
- CRM software
- Customer service
- Problem resolution
- Training development
- Time management
- Team collaboration
- Strong work ethic
- Teamwork and collaboration
- Effective multitasking
- Problem-solving
- Telephone etiquette
- Documentation proficiency
Timeline
Inbound Appointment Specialist
Best Choice Roofing
07.2025 - Current
Customer Service Representative
Sam's Club
04.2024 - 04.2025
Learning & Development Coordinator
Urgently Roadside Assistance
05.2022 - 04.2024
Customer Success Representative
Aerotek
07.2020 - 05.2022
Customer Service Representative
Icsolutions
02.2015 - 09.2021
Bachelor of Arts - Communications
Boston College