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dealer support specialist resume example with 20+ years of experience

JC
Jessica Claire
Dedicated Results-Oriented Business Professional
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Summary

Intuitive professional dedicated results-oriented business professional. Client-first attitude toward accomplishing task with over 20+ years of experience in both job roles as customer service support and as business operations management. Forward-thinking with a deep understanding of resolving customer’s problems with efficiency and civility. In combination with 10+ years' experience in maintaining client relationships types such as: B2B Customer Support Specialist and as a Customer Service Support. Highly-knowledgeable in all the (SEA) Samsung's brand of home appliances within the Home Appliance Manufacturing Industry. Furthermore, I trained in the various LOB (Line of business store brands) within (SEA) Partner Care department. The lines of business store brands names that I have expertise knowledge of the job duties & responsibilities are: The Home Depot, Lowes, Costco Wholesale, Aarons Furniture Company, and the Best Buy stores.

Skills
  • Reliable and trustworthy
  • Multitasking
  • Leadership
  • Critical thinking
  • Good Active listening skills
  • Proficient Adherence Time management skills
  • Customer service Accounts management & Recordkeeping strengths.
  • SEA Home Appliance trained with the knowledge of each line of business appliance.
  • Back Office training in various lines of business store brands within (SEA) 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 roficiency
  • Microsoft Office
  • Key Performance Indicator by Quality Weekly Score is 100.
Professional Experience
10/2019 to Current Dealer Support Specialist La-Z-Boy, Inc. | Duarte, CA,
  • 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.)
05/2007 to 06/2019 Store Manager N.E.W Inc. | City, STATE,
  • Balanced daily sales transactions, reconciled cash, and made bank deposits to facilitate opening and closing duties.
  • Processed daily paperwork, balanced register drawers, produced effective employee staffing schedules.
  • 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 neatl
11/2000 to 06/2019 Regional Manager & Inventory Controller Payex 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 | International Business Management Brown Mackie College, Greenville, South Carolina, GPA:
Expected in | Business Administration Greenville Technical College, Greenville, SC GPA:
Expected in 05/1997 High School Diploma | Berea High School, Greenville, SC GPA:

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Resume Overview

School Attended

  • Brown Mackie College
  • Greenville Technical College
  • Berea High School

Job Titles Held:

  • Dealer Support Specialist
  • Store Manager
  • Regional Manager & Inventory Controller

Degrees

  • Some College (No Degree)
  • Some College (No Degree)
  • High School Diploma

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