Customer Service Representative
Resume:
TODD HAKMILLER
**********@***.***
WORK EXPERIENCE
GAP INC. GSC
Customer Service Representative II
JULY 2014 TO PRESENT
Assist US/CA/UK customers place orders and resolve service issues for Gap, Old Navy, Banana Republic and Athleta.
Confidently and proactively help resolve issue for customers. Highly skilled in de-escalation and creating exceptional customer service experiences.
Demonstrate a high degree of integrity to uphold and comply with all company policies as needed to
guarantee customer satisfaction within GAP Inc. guidelines.
Seasonal Customer Service Supervisor
August 2020 to January 2021
August 2019 to January 2020
November 2015 to January 2016
Coach, motivate and inspire seasonal representative team members to achieve and exceed performance results and provide world class call center customer service.
Complete routine and non-routine personnel management tasks such as attendance, performance tracking and corrective action that frequently have competing priorities, efficiently and effectively.
Build solid productive relationships with all levels of leadership and support teams. Facilitate
effective and supportive team relationships. Resolve operational and interdepartmental problems promptly.
Ensure that team members obtain access to appropriate training and support to best apply their knowledge and skills to perform their job effectively.
Peer to Peer New Hire Coach
JUNE 2019 TO AUGUST 2019
Supports Customer Service New Hires as Peer to Peer coach.
Directing agents to self-help resources while asking clarifying questions to help understand the reason the agent is calling.
Coaches agents to feel empowered and use their resources to create first call resolution.
Assist agents in creating solutions while implementing customer’s first philosophy- emphasizing the importance of positive call experience.
Assisted as class coach, shadowing and with side by sides as needed.
Flexed schedule to support hours and needs of new hire agents.
Seasonal Employment Coordinator
July 2015 to October 2015
Manage the flow of candidates through the recruitment process from screening, scheduling and interviewing employment candidates, extending job offers and facilitating new employee’s orientation.
Daily use of HRIS/TALEO programs to track applicants throughout the hiring process.
Assist candidates with new hire paperwork completion and ensuring that proper background checks and drug screenings results were received to clear each candidate for hire.
Represent GAP Inc. at job fairs and recruiting events.
Consistent demonstration of efficient time management, effective decision-making abilities and information and file organization.
Strong communication skills including reading, writing and speaking competency coupled with the ability to effectively listen to others.
Transportation Security Administration
Master Coordination Center Officer
July 2008 to April 2014
Duties included using practical judgement and Federal training when gathering, analyzing and evaluating data from a variety of available sources.
Responded to and addressed calls from other TSA entities, airlines, airport authorities, Federal, State & local agencies and the general public
Prepared reports for supervisors on issues related to significant security incidents such as on-board disturbances, security access control events, airport screening operations, airport statistical data, and
inspection and law enforcement activities.
Responsible for the coordination and distribution of communications regarding special operation's events.
Subject Matter Expert for new incident reporting program, also developed and implemented training program for SMF airport and region.
Administration and maintenance of personnel attendance information system for SMF and satellite airports.
Checkpoint & Baggage Room Transportation Security Officer at Sacramento International Airport (SMF) 2008-2011.
Credentials & Clearances
Terrorism Liaison Officer (Sacramento County-Regional Threat Assessment Center)
Secret Security Clearance (Office of Personnel Management-United States Government)
EDUCATION
February 2010
Human Resources Management, CALIFORNIA STATE UNIVERSITY – Sacramento
June 1994
Bachelor of Arts in History, CALIFORNIA STATE UNIVERSITY – Sacramento
CERTIFICATIONS/LICENSES
• Human Resources Management Certificate- February 2010
• Basic Electronics and Telecommunications Certificate-ARC- June 2019
Certified training in basic electronics theories and applications, telecommunications copper and fiber optic systems, and surface mount soldering devices. Coursework on schematic symbol interpretation, circuit analysis and basic electronic troubleshooting. Class III surface mount solder joint workmanship standard classification training, IPC lead-free hand soldering, through-hole and component identification certification.
• Advanced Electronics and Telecommunications Certificate-ARC- February 2020
Certified training in advanced electronics theories and applications, telecommunications copper and fiber optic cabling systems, and surface mount soldering devices. Coursework on schematic symbol interpretation, circuit analysis and electronic troubleshooting. Class III surface mount solder joint workmanship standard classification training, IPC lead-free hand soldering, through-hole and component identification certification. Fiber Optic connections, splicing and repair training.
ADDITIONAL INFORMATION
PREVIOUS SUPERVISORY EXPERIENCE
OFFICE MANAGER FOR A FLOORING CONTRACTOR (2001-2004) ASSISTANT MANAGER AT COPELAND’S SPORTING GOODS STORE (1994-1995)
Contact this candidate