Customer Service / Support / Supervisor / Specialist
Resume:
CONTACT
Phone
Address
****************@*****.***
Cleveland, OH 44143
SKILLS
• Inventory management
• Data analysis
• Call handling
• CRM software
• Issue resolution
• Effective communication
• Empathy skills
• Time management
• Tech support
REFERENCES
References available upon request
PROFESSIONAL SUMMARY
Hardworking team leader possesses extensive knowledge of customer service processes and best practices, with a proven track record of success in effectively training and motivating customer service teams. Skilled in building positive relationships with customers, understanding customer needs, and resolving customer service issues with professionalism and efficiency. Committed to providing exceptional customer service and fostering customer loyalty. EXPERIENCE
Inventory Specialist (Walmart)
Datascan
Customer Service Manager
2fish.Gnosis
Jun 2024 – Oct 2024
Carrollton, TX
• Used ID tags, stamps, and electronic marking tools to mark stock items. Arranged stock and materials for easy access by inventorying by size, weight and shape.
•
• Assisted with physical inventories as required during end-of-year audits. Feb 2018 – Jun 2024
Shaker Heights, OH
• Developed training modules and documentation to train staff.
• Oversaw personnel to maintain adequate staffing and minimize overtime. Identified operational process inefficiencies to recommend necessary improvements.
•
Developed existing team into high productivity, results-oriented unit through creative initiatives.
•
Maintained frequent interaction with senior management to measure goal achievement and determine areas of improvement.
•
Created weekly schedules based on predicted staffing needs, budgets and employee requests.
•
Addressed and resolved client or customer inquiries to foster superior standards of service.
•
Implemented process improvements such as automation tools to increase efficiency across the team.
•
• Developed customer service surveys to measure customer satisfaction. Designed training materials for new hires on best practices for providing excellent customer service.
•
• Prepared and presented customer service reports to management. Researched potential solutions when faced with complex or unusual inquiries from customers.
•
Coordinated with internal teams such as sales or billing departments to provide seamless resolution of issues.
•
Prepared and maintained work schedules to meet business volume and minimize customer inconvenience.
•
GREGORY CROSS
T e c h S u p p o r t / C u s t omer S e r v i c e S p e c i a l i s t Tutor/Instructor
Cross Keys Instructional
Customer Care Supervisor
Progressive Insurance
Customer Service Representative
Progressive Insurance
Identified opportunities for improving customer satisfaction ratings through continuous process optimization.
•
Recruited and trained employees, fostering customer service mission and objectives.
•
Coached and provided feedback to staff to improve performance and achieve company objectives.
•
• Interacted with customers to quickly handle escalated queries and complaints. Jun 2010 – Feb 2018
Cleveland, OH
Explained difficult concepts, terms and theories in easy-to-understand terminology.
•
• Mentored and supported students to build their confidence and study skills. Engaged actively with students to build confidence in subject matter and help improve study methods.
•
• Demonstrated patience while teaching difficult concepts. Assessed student's strengths and weaknesses to create individualized lesson plans.
•
• Implemented creative activities to engage students and reinforce concepts. Used positive reinforcement techniques to encourage and build confidence in students.
•
Jan 2005 – Feb 2010
Mayfield Village, OH
Utilized problem-solving techniques to quickly resolve customer inquiries or issues.
•
Identified opportunities for process improvements by analyzing existing metrics and data sources related to customer interactions.
•
Ensured compliance with all applicable rules, regulations, standards and best practices related to Customer Care operations.
•
Investigated and resolved complex customer complaints efficiently and effectively.
•
Participated in meetings or workshops aimed at discussing ideas for improving existing processes or introducing new initiatives for providing superior levels of customer service.
•
Served as escalation point to resolve high-priority requests or complex investigations.
•
Stayed informed of latest industry techniques and methods to improve job performance.
•
May 2004 – Jan 2005
Mayfield Village, OH
Handled customer complaints and inquiries in a courteous and efficient manner.
•
Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
•
Developed strong customer relationships and loyalty through effective communication.
•
Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
•
Responded to telephone inquiries and complaints following standard operating procedures.
•
Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.
•
Recruiting Manager
TRInternational, Inc
Business Analyst
Deloitte & Touche LLP
Infantry Mortarman
USArmy
Assisted customers with product selection by providing detailed information about available products and services.
•
Maintained an updated knowledge base of current products, services, pricing, promotions.
•
Logged details of customer service calls in computer system following correct protocols.
•
Complied with corporate and regulatory policies regarding information confidentiality and privacy.
•
Nov 1995 – Apr 2004
Cleveland, OH
• Utilized human resources skills to source, hire and place employees. Maintained accurate records of all interviewing activities including candidate tracking documents.
•
Used data to evaluate, analyze and optimize current hiring processes and presented insights to leadership.
•
Conducted interviews, evaluated resumes, and provided feedback to hiring managers.
•
Studied legislation, arbitration decisions, and collective bargaining contracts to assess industry trends.
•
• Identified staff vacancies and recruited, interview, and select applicants. Provided current and prospective employees with information about policies, job duties, working conditions, wages, opportunities for promotion, and employee benefits.
•
Partnered with hiring managers to identify department hiring needs, recruitment sources and qualified applicants.
•
May 1994 – Jul 1995
San Francisco, CA
• Managed multiple concurrent tasks in a fast-paced environment.
• Identified and documented business requirements utilizing Agile methodology.
• Summarized information from dataset with narratives, graphs, and charts. Maintained up-to-date knowledge of industry trends, technologies, and best practices.
•
• Conducted feasibility studies and cost-benefit analysis for proposed initiatives. Created business intelligence tools and systems, including design of related databases, spreadsheets, and outputs.
•
Feb 1988 – Aug 1990
Ft Ord, CA
Participated in specialized training programs related to operating mortars or infantry tactics.
•
Ensured that all personnel followed established safety protocols when working around explosives or firearms.
•
Provided guidance to other members of the team in regards to tactical maneuvering during live fire training exercises.
•
Collaborated with other military personnel from different branches in order to complete joint operations efficiently.
•
Instructed subordinates on proper loading procedures for ammunition rounds into the mortar tube, ensuring that no malfunctions occurred during firing sequences.
•
Maintained high levels of physical fitness in order to endure long periods of marching with heavy equipment over varied terrain.
•
Utilized GPS navigation systems to accurately plot coordinates for target locations on maps.
•
p
Demonstrated proficient knowledge in using various communication devices such as radios, telephones, and signal flags.
•
• Established defensive positions around key objectives during times of conflict.
• Monitored radio transmissions from other units to ensure mission success. EDUCATION
Certification in 3D/CGI VFX Game Design
Full Sail University
Bachelor of Science (B.S.) Incomplete in
Computer Science
Golden Gate University
Jun 2023
Wintergarden FL
San Francisco, CA, US
Contact this candidate