Customer-oriented professional with several years of progressive career focused on enhancing customer service with careful attention to detail and strong follow-through. Polished in assessing systems and developing strategies to reduce process lags. Outstanding organizational and customer-service abilities focused on driving team growth and business profitability.
Hi, I’m
AARON PATRICK
Sr. Customer Service Manager
Nampa,ID
Summary
Overview
30
years of professional experience
Work History
DIRECTV, Boise, ID
Senior Customer Service Manager
10.2000 - Current
Job overview
- Analyzed customer inquiries' trends and developed corresponding solutions.
- Enhanced cross-functional collaboration to drive efficient issue resolution
- Organized morale-boosting team building activities.
- Implemented customer satisfaction strategies.
- Conducted root cause analysis for intricate customer complaints or disputes.
- Utilized customer feedback data to pinpoint areas in need of enhancement.
- Identified opportunities to enhance overall customer experience effectiveness.
- Stayed current on product changes and updates.
- Led, guided and supported a team of customer service representatives.
- Resolved customer complaints efficiently and promptly.
- Developed strategies for managing difficult customers while maintaining positive relationships.
- Maintained adherence to company standards in responding to customers' requests.
- Utilized social media platforms to promptly address customer inquiries.
- Developed and implemented creative methods to consistently improve service delivery.
- Participated in brainstorming sessions to enhance existing processes and services.
- Resolved customer escalations to enhance overall customer experience.
- Demonstrated extensive knowledge of company products and services to efficiently address customer complaints and concerns.
- Responded to phone and online customer service requests promptly.
- Developed strong relationships with customers, managers, and customer service team members to promote a positive work environment.
- Successfully addressed and resolved sensitive customer service complaints, ensuring customer satisfaction.
- Skillfully handled high-pressure situations and effectively resolved tension.
- Effectively addressed and resolved complex customer issues requiring higher-level intervention.
- Provided leadership, insight and mentoring to newly hired employees in order to share knowledge of different company programs.
- Managed workload distribution among employees, setting targets and objectives.
- Delivered detailed reports of project activities efficiently and on schedule.
- Efficiently created and maintained customer accounts while prioritizing superior service and support.
- Trained and accelerated onboarding of customer service executives through mentoring.
- Conducted customer outreach to evaluate requirements and provide resolutions.
- Established and strengthened professional relationships with key contacts, resulting in a continuous flow of potential leads.
- Delivered top-notch customer service by effectively addressing inquiries and resolving issues for maximum satisfaction scores.
AT&T, Boise, ID
Customer Service Manager
06.2018 - 06.2024
Job overview
- Achieved high levels of customer satisfaction by efficiently handling and resolving inquiries.
- Conducted extensive analysis into customer complaints and promptly addressed their concerns to guarantee high levels of customer satisfaction.
- Effectively resolved technical concerns for customers via telephone, email, and chat support.
- Analyzed customer service data to identify opportunities for process improvements.
- Collaborated with internal teams to address intricate customer inquiries and resolve complaints.
- Maintained current knowledge of company's products and services.
- Efficiently addressed customer inquiries with accurate responses.
- Provided efficient problem-solving techniques to address customer concerns in a timely manner.
Walmart, Caldwell, ID
Sales Associate
08.2000 - 12.2005
Job overview
- Processed accurate cash and credit transactions at checkout counter.
- Ensured a stocked and orderly sales floor.
- Assisted in stocking shelves, setting up displays, and organizing backroom inventory.
- Conducted daily inventory checks for all merchandise on the sales floor.
- Handled customer complaints in a timely and professional manner, maintaining a positive demeanor.
- Attended weekly meetings to discuss new products, promotions, and sales strategies.
- Provided support for store operations, including returns and exchanges.
- Maintained adequate inventory levels by replenishing stock items as needed throughout the day.
- Educated store customers regarding the features and benefits of available products.
- Organized promotional displays for upcoming events.
- Displayed proficiency in delivering top-notch hardware solutions and services.
- Collaboratively worked with team members to achieve company goals.
- Aided customers in selecting products, determining prices, and verifying availability.
- Responded to customer inquiries regarding product details and availability via phone calls.
- Identified and responded to security risks and thefts promptly.
- Provided assistance with store inquiries and guided customers to desired merchandise.
- Managed inventory displays and restocked shelves to optimize customer focus on specific products.
- Operated cash registers by accurately counting money and balancing drawers.
- Performed floor moves, merchandising, display maintenance and housekeeping to ensure sales areas are well-stocked, organized and current.
- Maximized item visibility by unboxing new merchandise, restocking shelves, and arranging items in an organized and appealing manner.
- Maintained knowledge of sales and promotions, return policies, and security practices.
Air Van Logistics, Boise, ID
Logistics Team Member
08.1999 - 10.2000
Job overview
- Successfully delivered packages to designated locations in assigned area while maintaining safety and efficiency.
- Provided personable customer service during delivery interactions.
- Returned undeliverable packages to warehouse for rerouting or disposal as per policy.
- Safely loaded delivery truck with company products based on the daily route plan.
- Assisted in unloading delivered product from truck at customer's location.
- Maintained package integrity by implementing proper handling procedures during transit.
- Notified customers of goods or services' scheduled arrival at designated locations.
- Assisted with loading/unloading product from truck during delivery and pickup at customer locations.
Menlo Logistics, Boise, ID
Logistics Specialist
04.1999 - 07.1999
Job overview
- Safely and timely executed deliveries of packages to assigned addresses within designated territory.
- Delivered products with a focus on providing exceptional customer service.
- Assisted in unloading product from trucks at customer's location upon delivery.
- Ensured packages were handled with care to prevent transit damage.
Caldwell Police Department, Caldwell, ID
Police Officer
12.1995 - 03.1999
Job overview
- Arresting suspects in accordance with established procedures while demonstrating caution and sound judgment.
- Conducted organized crime scene investigations while collecting evidence and interviewing witnesses.
- Ensured stability amidst civil disturbances or protests.
- Built positive rapport with the community through engagement in outreach programs.
- Provided comprehensive documentation of incidents and arrests.
- Observed court proceedings on cases related to police work.
- Conducted traffic stops adhering to departmental protocol.
- Verified adherence to local laws through regular safety inspections of businesses.
- Provided guidance to community members regarding safety procedures and crime prevention methods.
- Provided security at various public events, including parades, concerts, and sporting events.
- Testimony provided in court regarding conducted investigations.
- Utilized a range of technologies such as computers, cameras, and radar guns in fulfilling job responsibilities.
- Attended training sessions to stay updated on law enforcement techniques.
- Educated youth groups on the dangers associated with drug abuse and gang violence.
- Utilized various methods to search for and locate missing individuals.
- Responded to emergency calls for service, providing necessary assistance.
- Enforced all relevant laws, ordinances, and regulations.
Canyon County Sheriff's Office, Caldwell, ID
Correctional Officer
08.1994 - 06.1998
Job overview
- Trained new Correctional Officers in safety protocols and techniques for challenging scenarios.
- Monitored prisoner activity by observing video surveillance systems in a correctional facility.
- Monitored and oversaw prisoners during meal times, recreational periods, work tasks, medical appointments, court appearances, and various activities.
- Transported prisoners safely and securely between facilities and court hearings utilizing specialized vehicles with restraints.
- Conducted searches to detect contraband or illegal activities within inmates, cells, and prison grounds.
- Prepared detailed reports documenting daily operations at the correctional facility.
- Interacted with inmates in an effort to reduce tension between them and maintain a peaceful atmosphere within the facility.
- Conducted routine cell inspections for evidence of drug use or prohibited items that could threaten security.
- Conducted security inspections on both visitors and packages entering the facility.
- Enforced prison rules and regulations to ensure inmate and staff safety.
- Maintained order in the prison by monitoring inmate behavior and intervening when necessary.
- Responded to emergency situations such as riots or disturbances with appropriate force measures.
- Monitored inmate behavior to deter crime, escape attempts, and other hazardous activities
- Conducted headcounts for inmate accountability.
- Received property from incoming inmates, provided receipts and inspected items for contraband.
- Transported inmates to and from medical and dental appointments, funerals, work details and court hearings.
- Oversaw offender work assignments, ensuring adherence to standard regulations.
- Provided guidance and supervision to inmates while managing work detail.
- Applied non-violent response tools and physical restraint during challenging situations.
Education
Treasure Valley Community College Ontario, OR
Associate of Applied Science from Law Enforcement
06-1992
University Overview
Treasure Valley Community College Ontario, OR
Associate of Applied Science from Corrections
06-1992
University Overview
Skills
- Sales Support
- CRM Software
- Complaint Handling
- Service Quality Assurance
- Order confirmation
- Employee training and orientation
- Product and service knowledge
- Process Improvement
- Team Training
- Negotiation
- Customer Service
- Organizational Skills
- Relationship Building
- Professional and Courteous
- Training and Development
- Multitasking
- Positive Attitude
- Interpersonal Communication
- Computer Skills
- Excellent Communication
- Time Management
- Technical Proficiency
- Problem-Solving
- Professionalism
- Negotiation and Conflict Resolution
- Onboarding and Orientation
- Problem-solving aptitude
- Schedule oversight
- Customer Relationship Management
- Self Motivation
- Effective Communication
- Task Delegation
- Interpersonal Skills
- Team Leadership
- Active Listening
- Adaptability and Flexibility
- Adaptability
- Preventive Maintenance
- Performance Tracking and Evaluation
- Work Planning and Prioritization
- Goal Setting
- Team Collaboration
- Team building
- Documentation And Reporting
- Written Communication
- MS Office
- Analytical Thinking
- Task Prioritization
- Problem-solving abilities
Affiliations
Affiliations
- I help my husband of 27 years with running his hair salon by taking care of orders, reporting, paying bills and submitting tax reports.
- I take care of my home with my three lovely dogs.
- I take care of the financiers of my home.
- I am an avid Star Trek collector and have been selling numerous items on Facebook and Ebay.
References
References
References available upon request.Timeline
Customer Service Manager
AT&T
06.2018 - 06.2024
Senior Customer Service Manager
DIRECTV
10.2000 - Current
Sales Associate
Walmart
08.2000 - 12.2005
Logistics Team Member
Air Van Logistics
08.1999 - 10.2000
Logistics Specialist
Menlo Logistics
04.1999 - 07.1999
Police Officer
Caldwell Police Department
12.1995 - 03.1999
Correctional Officer
Canyon County Sheriff's Office
08.1994 - 06.1998
Treasure Valley Community College
Associate of Applied Science from Law Enforcement
Treasure Valley Community College
Associate of Applied Science from Corrections
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
Accomplishments
- Resolved product issues through consumer testing.
- Documented and resolved customer conerns which led to in retention of the customer.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
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