Positive, upbeat customer service representative brings more than 10 years of customer-facing experience in fast-paced settings. Highly adaptable to addressing diverse customer needs. Proven history of building trust with customers to promote satisfaction, resolve concerns and maintain long-term loyalty.
Skills
Process optimization
Staff management
Reporting and documentation
Team management
Multitasking
Organization
Problem resolution
MS Office
Experience
10/2020 to Current
Service ManagerCrane Co. – Atlanta, GA,
Forecasted department goals and objectives and enforced deadlines to encourage task progression.
Monitored employee performance through effective analysis of key metrics.
Created written estimates and obtained customer consent to proceed.
Pitched in to complete various duties during peak periods or employee absences.
Collaborated with customers to offer solutions to service needs.
Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
Established and enforced clear safety policies to protect workers from injury.
Inspected completed work to assess quality and identify skill or ability issues.
Maintained optimal supply levels to meet expected demands without overreaching budget targets.
Investigated accidents and injuries, preparing reports on findings.
04/2019 to Current
Retail Parts ProfessionalAce Hardware – Wichita, KS,
Placed inventory numbers on parts to properly identify items for counter associates.
Tracked performance targets and sales metrics of sales team to monitor productivity.
Opened crates to replenish stocked items in proper aisles.
Increased team productivity by implementing multiple strategic process improvements.
Operated point of sales and parts lookup computer systems.
Received and stocked incoming merchandise, arranging items in appropriate manner and correct locations.
Improved team member performance by devising and overseeing personalized strategies.
Kept sales and counter areas organized and clean to give positive first impression to visitors and customers.
Constructed productivity reports to discuss with senior management at sales meetings.
Performed quality control inspections on parts and packaged parts for delivery or sale.
Optimized team effectiveness by personally working with new hires regarding compliance, sales, and service standards.
Answered inquiries, resolved problems and finalized parts sales at counter and by telephone.
Developed strategic sales initiatives to pitch products and services.
Performed complimentary services, including battery installation, testing and wiper installations.
Followed standards of care and compliance per company and legal requirements.
Received, examined and reshelved returned parts.
Coordinated and executed daily parts deliveries to local businesses.
Reviewed catalogs and computer databases to search and locate correct parts for customer vehicles according to make, model and year.
Communicated product expertise and department process improvements to meet organizational goals.
05/2020 to 09/2020
TechnicianHeico Corporation – Columbia, MD,
Installed and maintained control systems and other technical components to complete equipment installations.
Assembled parts using bolts, screws, speed clips, rivets and other fasteners.
Tested components, assemblies and systems to diagnose problems.
Completed logs and job reports for completed and pending service calls at shift end.
Worked from layout and work order, created programs and set up machines to produce required parts.
Adhered to applicable regulations, policies and procedures for health, safety and environmental compliance.
Evaluated new engineering plans to check technical feasibility and conformance with applicable codes and standards.
Managed quality control and maintained high level of customer satisfaction.
Set up and verified functionality and availability of safety equipment.
Communicated product and machine failure details to design team and reliability departments.
Organized, scheduled and assigned production work across team members for task balance.
Worked from complex and detailed manufacturing documentation and verbal instructions.
Reduced waste and streamlined schedules to optimize manufacturing processes.
Monitored and logged all parts and devices used on each service call.
Maintained repair status in spreadsheets used in production department quality review meetings.
Demonstrated excellent mechanical knowledge of machines and tools, including design, use, repair and maintenance.
Prepared operational reports and provided information to supervisors.
Adjusted production processes to increase productivity and reduce waste.
Delivered knowledge of design techniques, tools and principles involved in production of precision technical plans, blueprints, drawings and models.
Interpreted equipment manuals and manufacturer instructions to install and troubleshoot devices.
07/2014 to 06/2019
Customer Service ManagerWegmans Food Markets, Inc. – Manalapan, NJ,
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Oversaw addressing of customer requests for friendly, knowledgeable service and support.
Organized and managed sales center hiring, training and employee scheduling to maximize productivity.
Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement.
Exceeded team goals by implementing knowledge transfer processes to share best practices and improve sales initiatives.
Trained new hires on relationship building, benefit-oriented sales presentations, sales processes and protocol, product knowledge, customer needs analysis and overcoming objections.
Supported organizational change in processes from paper billing to electronic invoicing systems to boost efficiency.
Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction.
Helped customers work within established systems to achieve desired results and maintain company loyalty.
Evaluated quality of representatives' phone calls and provided feedback to management.
Communicated sales targets and worked with front-line supervisors to enhance revenue numbers and promotional techniques.
Developed new sales scripts and strategies to expand profit opportunities.
Boosted traceability initiatives by managing client correspondence, tracking records and utilizing data communications.
Drove quality customer experiences by leading retention strategy development and conflict resolution to improve overall support delivery.
Developed open and professional relationships with team members, enabling better, more effective customer service.
Interviewed, hired and trained new quality-focused customer service representatives.
Education and Training
Expected in 06/2010
High School Diploma: Long Reach High School - Columbia, MD GPA:
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