Experienced Delivery Expert known for excellent customer service. Consistently meets on-time metrics with courtesy and professionalism. Accurately and efficiently resolves customer issues, with a track record of reliability and driven work ethic. Honest and ethical with superior communication skills to build customer rapport. Efficient and accurate to meet deadlines and exceed customer expectations. Punctual and efficient customer service representative that brings dedicated demeanor to any job. Motivated to provide prompt, friendly and professional service at all times. Veteran with more than several years of experience providing customer satisfaction. Seasoned customer service professional competent in organization, communication and resolving customer concerns. Detail-oriented, responsive and adaptable to changing conditions. Proficient in following regulations and procedures.
Dependable IT Help desk analyst and trainer with 1 year of helpdesk experience. Assist end-users with complex technical issues. Communicate complicated concepts clearly. Mentored new hires to assist end users and follow processes specifically outlined by the company.
Skills
GPS navigation
Route planning
Multitasking
Critical thinking
Collaboration
Issue and conflict resolution
Working collaboratively
Team management
Basic math
People skills
Problem resolution
Conflict resolution
Customer service
MS Office
Credit card payment processing
Adaptive team player
Shipping and receiving understanding
Product organization
High-energy attitude
Process optimization
Call center experience
Courteous demeanor
Quality control
Customer relations
System implementation
Retail sales customer service
Conflict mediation
Project management abilities
Problem-solver
Policy reinforcement
Team building
Leadership
Troubleshooting
Friendly, positive attitude
Data analysis and reporting
Cultural competency
Policy and procedure improvements
Listening actively
Skill building
Customer Support
Experience
06/2021 to Current
IT Help Desk TechnicianTen Two Twenty Pizza – Perley, MN,
Assisted customers with various types of technical issues via email, live chat and telephone.
Created new accounts, reset passwords and configured access to servers and file management software for users.
Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries.
Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
Trained newly hired top talent to fill key positions and maximize productivity.
Facilitated orientation and training classes to communicate policies and procedures to new hires.
Managed learning experience consistent with company philosophy and company-wide strategies.
Designed training performance evaluations and provided training follow-up to incorporate feedback into future modules.
Collaborated with internal business partners to create industry-specific course content.
Educated, coached and mentored classes of 10-40 new hires in multiple positions.
Identified and communicated to management regarding areas needing additional training.
Devised strategies for optimizing work procedures, technical training and standard processes.
Tracked attendees, participation and understanding of course material.
Evaluated and communicated trainee participation and performance in reports to management.
Implemented variety of skills to equip and enable employees to bring their best to work every day.
11/2020 to Current
Delivery ExpertVca Antech, Inc. – Upland, CA,
Monitored all delivery trips through log system using Pulse System.
Inspected orders before and after delivery to guarantee customer satisfaction.
Promoted exemplary service to customers by keeping deliveries on time and undamaged.
Obtained signatures from delivery recipients.
Interacted with customers on phone and in-person in positive manner.
Verified each delivery order with information on ticket.
Demonstrated proficiency to operate global positioning system software
Delivered items to customers and presented invoices for payments.
Communicated effectively with dispatch regarding delivery progress and route detours.
Answered customer questions regarding products and resolved issues with order accuracy and quality.
Created delivery routes based on destinations and timelines to maintain efficiency.
Collected payments in cash, check and credit card.
03/2020 to 12/2021
Lead Customer Service RepresentativeHomewood Retirement Centers – Williamsport, MD,
Worked with senior leadership to address and resolve disciplinary issues and boost overall team success.
Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Answered customers' questions and addressed problems and complaints in-person and by phone, rectifying issues promptly.
Assessed customer needs and upsold products and services to maximize sales.
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