Bruce Docking
Dublin,CA
Summary
Motivated, organized and dependable Customer Services individual. Successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
24
24
years of professional experience
Work History
Merchandising Service Associate
Lowes Home Improvment
08.2023 - Current
- Enhanced customer satisfaction by providing timely and efficient assistance in various service tasks.
- Assisted customers with inquiries, resolving issues promptly for improved customer retention.
- Collaborated with team members to streamline processes and improve overall service efficiency.
Operations Manager (Part Time)
Dimension Data/NTT
12.2022 - 05.2023
- Improved operational efficiency by streamlining processes and implementing cost-saving measures.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Developed strong relationships with vendors, resulting in better pricing and improved service quality.
Merchandising Service Associate
Lowes Home Improvment
03.2022 - 12.2022
- Enhanced customer satisfaction by providing timely and efficient assistance in various service tasks.
- Assisted customers with inquiries, resolving issues promptly for improved customer retention.
- Collaborated with team members to streamline processes and improve overall service efficiency.
Service Associate
Wholefoods
03.2020 - 10.2020
- Collaborated with team members to streamline processes and improve overall service efficiency.
- Developed strong relationships with clients through consistent communication and excellent service delivery.
- Coordinated with internal departments to ensure seamless support for clients'' needs across various channels.
- Actively participated in team meetings, sharing valuable insights for process improvements and best practices adoption.
Service Associate
Target
03.2019 - 11.2019
- Enhanced customer satisfaction by providing timely and efficient assistance in various service tasks.
- Assisted customers with inquiries, resolving issues promptly for improved customer retention.
- Collaborated with team members to streamline processes and improve overall service efficiency.
Senior Service Desk Analyst/IT Helpdesk Technician, Contracts Administrator
Dimension Data/NTT
07.2007 - 09.2018
- Enhanced service desk efficiency by streamlining processes and implementing automation tools.
- Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
- Improved customer satisfaction ratings by providing timely, accurate, and professional support to endusers.
- Increased first-call resolution rates through comprehensive knowledge of company systems and applications.
- Served as a mentor to junior team members, fostering a supportive work environment that encouraged skill development.
- Collaborated with cross-functional teams to resolve complex technical issues, minimizing downtime for critical business systems.
- Maintained detailed documentation of incident resolutions, contributing to the growth of the internal knowledge base.
- Contributed to ITIL-based process improvements within the service desk environment, promoting best practices across the team.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
Customer Services Agent
Sony Ericsson
01.2006 - 06.2007
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Streamlined communication processes for improved information exchange between customers and team members.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
Admin Clerk/Project Manager Assistant/Frontline Supervisor
De Beers Group
11.2002 - 05.2006
- Increased efficiency by streamlining filing systems and organizing important documents.
- Improved customer satisfaction by promptly answering inquiries and providing accurate information.
- Collaborated with team members to complete tasks efficiently and meet deadlines.
- Enhanced office organization with regular maintenance of files, records, and supplies inventory.
- Provided support for meetings by scheduling appointments, preparing materials, and taking detailed minutes.
- Managed incoming calls professionally, directing callers to appropriate personnel or taking detailed messages when necessary.
Customer Care Agent and Customer Services Representative
Hewlett-Packard
08.1999 - 09.2002
- Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.
- Streamlined communication channels for improved efficiency within the customer care team.
- Reduced response times by implementing effective organizational strategies in managing inquiries.
- Built rapport with clients, resulting in increased customer loyalty and positive feedback.
- Increased issue resolution rate through continuous training and performance evaluation.
- Managed high call volume while maintaining exceptional service quality for all customers.
Education
Fred Norman Secondary School
01.1996
Skills
- Word, Excel, Outlook and PowerPoint - Intermediate
- Continuous Improvement
- Customer Service
- Problem Solving
- Technical Support
- Team Collaboration
- Staff Training
- Cross-functional Communication
- Clerical Support
Certification Achieved
- Pink Elephant, ITIL Foundation v3, 2012
- DDU, Kepner-Tregoe - ITSM PIM Advanced Troubleshooting, 2012
- APMG International, Service Desk Analyst, 2017
- Buddyz @ Work: Skills Development Program, Train the Trainer, 2018
- Skillsoft, Office 365 - Telemetry, 2018
Courses Completed
CTU Training Solutions, A+
California State Identity Number
Y5862313
Health
Excellent
Personal Information
- Age: 42
- Date of Birth: 05/22/79
- Gender: Male
- Nationality: South-African
- Marital Status: Married
Driver License
Yes
References
Mrs. Narriman Phillips, +2783 384 8598, Mr. Noor Abrahams, +2778 304 4489, Raees Gabier, Raees.gabier@global.ntt, Nokubonga Mpungose / Herbert Tombisa, +2711 575 1236 / +2711 575 8562, +2782 410 5443 / +2761 414 0851, Summer Gray, Summer.gray@target.com, Alex Donalson / Nicholas Allen, alex.donalson@wholefoods.com / Nicholas.allen@wholefoods.com
Languages
Afrikaans
Native or Bilingual
English
Native or Bilingual
Timeline
Merchandising Service Associate
Lowes Home Improvment
08.2023 - Current
Operations Manager (Part Time)
Dimension Data/NTT
12.2022 - 05.2023
Merchandising Service Associate
Lowes Home Improvment
03.2022 - 12.2022
Service Associate
Wholefoods
03.2020 - 10.2020
Service Associate
Target
03.2019 - 11.2019
Senior Service Desk Analyst/IT Helpdesk Technician, Contracts Administrator
Dimension Data/NTT
07.2007 - 09.2018
Customer Services Agent
Sony Ericsson
01.2006 - 06.2007
Admin Clerk/Project Manager Assistant/Frontline Supervisor
De Beers Group
11.2002 - 05.2006
Customer Care Agent and Customer Services Representative
Hewlett-Packard
08.1999 - 09.2002
Fred Norman Secondary School
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