Aaron Zorn
Marietta,OH
Summary
Knowledgeable and dedicated customer service professional with extensive experience in multiple industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Highmark West Virginia
06.2020 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained up-to-date knowledge of product and service changes.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Cultivated interpersonal skills by building positive relationships with others.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained staff on operating procedures and company services.
- Answered constant flow of customer calls with minimal wait times.
- Exhibited high energy and professionalism when dealing with clients and staff.
Automotive Service Advisor
Pioneer Chevrolet-Cadillac
07.2019 - 06.2020
- Organized documentation for new sales, warranties and service program sign-ups to provide proof of transaction.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Coordinated with parts department to determine availability of necessary components.
- Explained maintenance and repair needs to customers and offered advice on preventative maintenance.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Established trust-based relationships with key vendors that resulted in expedited delivery of high-priority parts and reduced costs for the dealership.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Oversaw coordination of shuttle services and loaner vehicles for customers during prolonged repair times to minimize inconvenience and maintain satisfaction levels.
- Facilitated communication between customers, technicians, and other dealership departments to ensure a seamless service experience for all parties involved.
- Briefed customers regarding warranty protections, potential cost savings and benefits of trading in versus fixing cars to guide decision-making.
- Resolved customer complaints with empathy and professionalism, ensuring repeat business and positive word-of-mouth referrals.
- Collaborated with automotive technicians to accurately diagnose vehicle issues and prioritize necessary repairs.
- Explained estimates and determined repair timelines to manage customer expectations.
Cashier
Speedway Gas Station
06.2018 - 03.2020
- Worked with floor team and managers to meet wide range of customer needs.
- Answered questions about store policies and addressed customer concerns.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
- Welcomed customers and helped determine their needs.
- Streamlined checkout process for increased efficiency and reduced waiting times.
- Worked flexible schedule and extra shifts to meet business needs.
- Used POS system to enter orders, process payments and issue receipts.
- Handled cash with high accuracy and took care to check bills for fraud.
- Prevented loss by vigilantly monitoring potential theft or fraud situations instore.
- Built relationships with customers to encourage repeat business.
- Performed cash, card and check transactions to complete customer purchases.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Organized and detail-oriented with a strong work ethic.
- Worked effectively in fast-paced environments.
- Paid attention to detail while completing assignments.
Customer Service Representative
SV Customs
07.2018 - 03.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained up-to-date knowledge of product and service changes.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Sought ways to improve processes and services provided.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
Automotive Service Advisor
Larry Simmons Honda, Mazda, Volkswagen
09.2017 - 06.2018
- Organized documentation for new sales, warranties and service program sign-ups to provide proof of transaction.
- Increased sales of parts and accessories through thorough knowledge of available products and persuasive upselling techniques.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Coordinated with parts department to determine availability of necessary components.
- Explained maintenance and repair needs to customers and offered advice on preventative maintenance.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Documented problems and corrective actions to maintain records.
- Organized workflow among service department staff to ensure timely completion of repairs while minimizing wait times for customers.
- Facilitated communication between customers, technicians, and other dealership departments to ensure a seamless service experience for all parties involved.
- Resolved customer complaints with empathy and professionalism, ensuring repeat business and positive word-of-mouth referrals.
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Developed estimates by costing materials, supplies, and labor.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
Customer Service Representative
Summit Racing Equipment
03.2015 - 09.2017
- Handled customer inquiries and suggestions courteously and professionally.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained up-to-date knowledge of product and service changes.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Educated customers about billing, payment processing and support policies and procedures.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
- Managed timely and effective replacement of damaged or missing products.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Sought ways to improve processes and services provided.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Worked well in a team setting, providing support and guidance.
- Cultivated interpersonal skills by building positive relationships with others.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Investigated and resolved customer inquiries and complaints quickly.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Drive-Thru Cashier
Chick-fil-A
03.2011 - 03.2016
- Handled cash with high accuracy and took care to check bills for fraud.
- Followed food safety and sanitation guidelines at all times.
- Resolved problems with orders quickly and offered refund or replacement.
- Worked with floor team and managers to meet wide range of customer needs.
- Took orders at drive-thru or front counter and accurately processed payments to provide guests with great service.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Demonstrated adaptability by adjusting to rapidly changing situations during busy hours, providing top-notch service in spite of any challenges faced.
- Cross-trained in other areas of restaurant to provide additional support during busy periods.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Consistently met or exceeded performance goals set by management in regard to speed of service metrics while maintaining an unwavering focus on quality control measures in food preparation tasks performed as needed during busy periods or staff shortages.
- Handled customer inquiries and complaints professionally, resolving issues promptly and courteously.
- Understood restaurant menu, limited-time offers and promotions to answer guest questions.
- Enhanced customer satisfaction by providing fast and accurate order processing at the drive-thru window.
- Assisted customers with menu items and accurate order fulfillment.
- Operated cash register to record transactions accurately and efficiently.
- Maintained clean, tidy and orderly work station to uphold company standards.
- Strengthened communication skills through regular interactions with others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
Housewares Associate
Bed Bath & Beyond
09.2012 - 03.2015
- Worked closely with other departments to ensure seamless service for customers seeking assistance outside of the housewares section.
- Balanced and organized cash register by handling cash, counting change, and storing coupons.
- Monitored customers for signs of security concerns and escalated issues to management.
- Coordinated the setup of promotional displays during seasonal changes or store-wide events, generating interest from shoppers.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Answered questions about store policies and addressed customer concerns.
- Helped customers complete purchases, locate items, and join reward programs.
- Used in-store system to locate inventory and place special orders for customers.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Assisted in loss prevention efforts by monitoring customer activity and reporting any suspicious behavior to store management.
- Boosted overall team morale by maintaining a positive attitude and actively participating in store meetings and initiatives.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Utilized upselling techniques to promote additional products and increase sales.
- Listened to customer needs and desires to identify and recommend optimal products.
- Created inviting environment for customers by maintaining store organization and cleanliness.
Education
No Degree - Music Technology
Malone University
Canton, OHNo Degree - Humanities
Onondaga Community College
Syracuse, NY2011
High School Diploma -
Home Educated
Syracuse, NY04.2007
Skills
- Warehousing functions
- Direct Sales
- Data Entry
- Policies and Procedures Adherence
- Staff education and training
- Receiving support
- Brand representation
- Store maintenance
- Order and Refund Processing
- Escalation management
- Inbound Call Management
- Customer Education
- Calm and Professional Under Pressure
- Microsoft Outlook
- Technical Support
- Appointment Scheduling
- Quality Control
- Customer Relations
- Remote Office Availability
- Paperwork Processing
- Filing
- Call center experience
- Microsoft PowerPoint
- Microsoft Excel
- Relationship Building
- MS Office
- Office equipment proficiency
- Sales expertise
- Dispute Resolution
- Transaction Processing
- Teamwork and Collaboration
- Training development aptitude
- Money handling abilities
- Warranty Service
- Account updating
- Call Documentation
- Microsoft Office
- Microsoft Office Suite
- Computer Skills
- Staff Training
- Professional telephone demeanor
- POS systems expert
- Issue and Complaint Resolution
- POS Systems and Ordering Platforms
- Computer Proficiency
- Live chat support
- Complaint Investigation
- Call Management
- Problem Resolution
- Active Listening
- Customer Data Confidentiality
Certification
CMS Appeals and Grievances: Part C Org Determinations - Centers for Medicare and Medicaid Services
CMS Appeals and Grievances: Part D Coverage Determinations - Centers for Medicare and Medicaid Services
Timeline
Customer Service Representative
Highmark West Virginia
06.2020 - Current
Automotive Service Advisor
Pioneer Chevrolet-Cadillac
07.2019 - 06.2020
Customer Service Representative
SV Customs
07.2018 - 03.2019
Cashier
Speedway Gas Station
06.2018 - 03.2020
Automotive Service Advisor
Larry Simmons Honda, Mazda, Volkswagen
09.2017 - 06.2018
Customer Service Representative
Summit Racing Equipment
03.2015 - 09.2017
Housewares Associate
Bed Bath & Beyond
09.2012 - 03.2015
Drive-Thru Cashier
Chick-fil-A
03.2011 - 03.2016
No Degree - Music Technology
Malone University
No Degree - Humanities
Onondaga Community College
High School Diploma -
Home Educated