, , 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
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.
- Process optimization
- Staff management
- Reporting and documentation
- Team management
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- Multitasking
- Organization
- Problem resolution
- MS Office
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10/2020 to Current Service Manager Crane 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 Professional Ace 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 Technician Heico 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 Manager Wegmans 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.
Expected in 06/2010 High School Diploma:
Long Reach High School - Columbia, MD
GPA:
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