Richard Ogura
Bentonville
Summary
Experienced Customer Resolutions Representative with excellent leadership skills and highly adept at meeting and exceeding client expectations. Seeking full-time opportunity. Equipped to train, monitor, and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.
Overview
6
6
years of professional experience
Work History
Product Specialist
TurboTax (outsourced to Working Solutions)
01.2024 - Current
- Providing prompt and professional responses to customer inquiries via phone, email, or chat, addressing their questions or concerns about TurboTax products and services
- Assist customers in troubleshooting and resolving technical issues they may encounter while using TurboTax software, including installation, login, or functionality problems
- Guide customers through the TurboTax software, explaining its features and functionalities, and providing step-by-step instructions on how to navigate and use the platform effectively
- Listen actively to customer complaints, empathize with their concerns, and work towards finding effective resolutions that meet their needs and maintain customer satisfaction
- Accurately document customer interactions, including issues, resolutions, and follow-up actions taken
- Escalate complex or unresolved issues to the appropriate teams within TurboTax for further analysis and resolution.
Customer Service Coordinator
Superior Automotive Group
09.2022 - 05.2023
- Scheduled appointments for 15 automotive dealerships’ service centers
- Coordinated communication between the Service, Sales, and Parts Departments
- Managed the Service Center Schedules and handled calls with upset customers with professionalism and empathy.
Customer Service & Quality Assurance Representative
Princess Cruises (Outsourced to Arise Virtual Solutions)
12.2021 - 09.2022
- Provided excellent service and detailed product knowledge to customers and travel agents
- Conducted payment transactions, explained policies, and resolved issues
- Required close attention to detail, as even small mistakes had major consequences
- Monitored and graded agent calls, conducted coaching sessions, and oversaw agent transitions.
Owner
Free To Run, LLC
01.2018 - 01.2022
- Developed a customer service-oriented niche for a Doggy Daycare operation
- Operated a small-sized Doggy Daycare, catering to several dogs per day.
Education
Certificate -
New York Institute of Photography
01.2017
Skills
- Excellent verbal and written communication
- Adept at conflict resolution and handling difficult customers
- Active listener
- Computer Skills (Microsoft Word, PowerPoint, Excel, Outlook)
- Typing: 70 words per minute
- Problem-solving skills
- Customer Support
- Data Entry
References
Available Upon Request
Timeline
Product Specialist
TurboTax (outsourced to Working Solutions)
01.2024 - Current
Customer Service Coordinator
Superior Automotive Group
09.2022 - 05.2023
Customer Service & Quality Assurance Representative
Princess Cruises (Outsourced to Arise Virtual Solutions)
12.2021 - 09.2022
Owner
Free To Run, LLC
01.2018 - 01.2022
Certificate -
New York Institute of Photography
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