Dealer Support Specialist resume example with 20+ years of experience
JessicaClaire
, , 100 Montgomery St. 10th Floor(555) 432-1000, resumesample@example.com
Summary
Intuitive professional dedicated results-oriented business professional with over 20+ years of experience in both customer service support and business operations management. Forward-thinking with a deep understanding of resolving customer’s problems with efficiency and civility. Combined with 10+ years' experience in maintaining client relationships with such as Business 2 Business Customer Support type and the Customer Service Support type of clients. Highly-knowledgeable in the SEA (Samsung's Electronics America) brand of appliance within the Home Appliance Manufacturing Industry. Further trained in the various LOB (Line of business store brands) within (SEA) Partner Care department. The lines of business store brands that I have expertise knowledge in how to perform each job responsibilities are listed as follows: The Home Depot, Lowes, Costco Wholesale, Aarons, and the Best Buy stores. Known for successfully handling escalated customer support issues. Client-first attitude toward accomplishing tasks.
Skills
Guest services
Inventory control procedures
Merchandising expertise
Loss prevention
Cash register operations
Product promotions
Experience
09/2019 to CurrentDealer Support SpecialistAscena Retail Group | Sevierville, TN,
SEA Home Appliance trained with the knowledge of each LOB (Line of Business appliance.)
Back Office Training in various lines of business brands within Samsung's Partner Care department
(SEA) Partner Care trained lines of business store brands are listed as follows: The Home Depot, Lowe's Company, Costco Wholesale, Best Buy, and Aarons Furniture Company
Flexible & Adaptable to the business needs
Call Center Operations trained in both Inbound & Outbound
Service standard compliance
Microsoft applications proficiency
Microsoft Office
Key Performance Indicator
by Quality Weekly Score is 100
Resolved both The Home Depot Customer(s) and The Home Depot Store issues relating to Samsung appliance brand
Provided exceptional customer service support experience
The motto that I strived to live by each day is to resolve the customer's concern or issue on the first phone call from an Inbound role perspective
Handled inquiries as from the (Inbound Role Prospective) from The Home Depot Customer would be concerns such as with new appliance deliveries being damaged or needing service repair work orders setup, purchase orders issues, and overall Samsung's Warranty concerns such as service repair, Customer accommodations such as Refund or Exchanges on their home appliances
Handled inquiries (Inbound Role Prospective) from The Home Depot Store(s) would be assisting in the customer appliances being delivered damage, setting up service repair work orders on the customer appliances, Overall issues with the purchase orders
Maintain meticulous detail records of both The Home Depot store customers and the Home Depot Store(s) inquiries, complaints, service repairs, parts order request, and customer accommodations
Overall, a normal work day would be split between beginning my morning job role as "Inbound" receiving customer calls
The remaining other half of my work day would be my job role as "Back Office." This role would consist of making outbound customer calls and processing The Home Depot Store emails pertaining to Demo parts order request and Demo service order request
In addition, within the past year my lines of business have expanded from just handling The Home Depot brand to now being trained in handling other brands within Samsung's Partner Care department such as Lowes, Costco, and Aarons
Developed a strong rapport relationship with the customers and created a positive impression of Samsung's business brand
Maintained up-to-date knowledge of any new policies or procedures that Samsung has set forth for the daily operations
Besides being flexible in my job roles in servicing the various line of business brands
During periods of time when the workload is heavy, I volunteered to work extra shifts
The flexibility of working additional shifts helps keep the numbers looking good for the team (Partner Care Team) to the client (The Home Depot.)
04/2007 to 05/2019Store ManagerN.E.W Inc | City, STATE,
Balanced daily sales transactions, reconciled cash, and made bank deposits to facilitate opening and closing duties
Implemented successful planning by training and developing the store to cultivate customer rapport, superior customer service, ongoing education of the employee of the product knowledge and while maintain an Absolute Zero Percentage of the Employee being Over or Under policy that relates to each employee designated register
Review performance data to monitor and measure sales productivity, employee goal progress, and the inventory activity levels
Oversaw inventory management through cycle counts, audits and shrinkage control
Maintaining and processing weekly store ordering of inventory and receiving the inventory upon arrival
Monitored supplier operations to verify product levels, delivery schedule and conformance to contract specifications
Strengthened work flow productivity by hiring, managing and developing top talent
Promote team collaboration, performance and efficiency by fostering healthy environments focused on mutual success of the "Employee" and the "Company."
Improved store status by implementing process improvements and identifying performance gaps for corrective action
Maximized sells and minimized shrinkage through excellent, friendly, and professional customer service, and adherence to standard practices
Routinely changing and re-merchandising all inventory stock that is on the floor
Which in effects keeps the overall store appearance with the product looking fresh and assures that the new inventory that has arrived is placed throughout the store neatly.
10/2000 to 05/2019Regional Manager & Inventory ControllerPayex Corporation | City, STATE,
Reduced financial discrepancies by managing P&L to remain under budget with on-time project completion
Mentored and guided general managers on proper processes and methodologies
Managed staff to optimize brand expansion initiative productivity
Minimized turnover through effective training and employee engagement programs
Review each individual store weekly orders for inventory, maintain store ordering budgets, and provide final authorization for approval to purchase from the established vendors
Controlled shrink through strategic inventory management and loss prevention approaches
Established and maintained operational standards for five individual store locations
Routinely report to the corporate office and the President of the Company on how each individual store is performing, analyzed current procedures and protocols in how they best relate to current changing business demands
Executed day-to-day operational activities for regional business bringing in millions of dollars in yearly revenue of my designated team of stores.
Education and Training
Expected in | Brown Mackie College, Greenville, South CarolinaGPA:
Expected in | International Business ManagementSome College, , GPA:
Expected in | Greenville Technical College, Greenville, SCGPA:
Expected in | Business AdministrationSome College, , GPA:
Expected in 05/1997High School Diploma | Berea High School, Greenville, SCGPA:
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