Adam Dionne
Green Bay
Summary
Experienced and results-driven professional dedicated to delivering exceptional customer satisfaction and exhibiting strong leadership skills. Adept at driving team success and fostering collaboration to achieve organizational goals. Committed to making a positive impact by implementing effective strategies that optimize performance and enhance operational efficiency.
Overview
26
26
years of professional experience
Work History
CARE CENTER CREW LEADER
WISCONSIN PUBLIC SERVICE
Green Bay, WI
03.2022 - Current
- Prioritize customer confidentiality and satisfaction in every interaction.
- Focus on safety, including submitting substantially more than the required amount of NMUC reports.
- Manage emergency orders effectively through continuous collaboration with emergency dispatch
- Handle escalations with compassion and empathy to guarantee positive customer experiences.
- Provide coaching feedback to representatives when errors are identified.
- Support customer service representatives in understanding and implement company policies and procedures, while maintaining focus on customer confidentiality and complete satisfaction.
- Complete back office work in a timely and efficient manner.
- Support senior leadership in overseeing workflow and ensuring ASA and AHT goals are met.
- Coordinate with multiple departments to deliver efficient responses to customer issues.
- Process electric and gas emergency calls efficiently to ensure timely resolution, and ultimately ensure safety of our customers and employees.
- Troubleshoot technology issues with customer service representatives to minimize frustration and ultimately ensure high levels of productivity.
- Coordinate critical emergency response efforts with CCC leadership in storm scenarios.
- Enhance operational efficiency through prompt handling of customer interactions.
- Address complex customer billing issues through thorough and detailed account review.
- Ensure seamless customer service during peak call volume through proactive and reactive call flow management.
CUSTOMER SERVICE REPRESENTATIVE
WISCONSIN PUBLIC SERVICE
Green Bay, WI, USA
09.2019 - 11.2022
- Provided Service, Support, and Solutions for WPS Customers
- Resolved customer inquiries by answering inbound calls, ensuring complete customer satisfaction.
- Managed back office tasks efficiently.
- Collaborated cross-departmentally to address customer issues.
- Handled customer inquiries on digital communication channels such as email and social media.
- Balanced company procedures and guidelines with customer needs to ensure fair and satisfactory outcomes.
- Prioritized safety while efficiently handling electric and gas emergencies.
- Achieved yearly targets for reporting near miss and unsafe conditions.
INSTALLATION TECHNICIAN
SPECTRUM/CHARTER
09.2018 - 09.2019
- Conducted installation and troubleshooting of cable systems, internet routers, and telephone services.
BULK MERCHANDISE MANAGER
PEPSI BOTTLING CO. OF N.E.W
08.2016 - 02.2018
- Directed a team of 13 Full Time Sales Reps, Coordinators, and Merchandisers along with 14 Part-Time Merchandisers ensuring top industry service.
- Conducted training sessions to certify new hires in Pepsi's PREMIER Service Standards.
- Minimized loss from damages and expired merchandise through regular inspections.
- Fostered productive business connections with leadership across 21 accounts handled by the Bulk Merchandising Team.
- Supported customers in overcoming challenges with standard practices.
- Conducted team ride-alongs to assess skill gaps and offer tailored development support.
- Conducted account audits to assess service quality and pinpoint training requirements.
CUSTOMER EXPERIENCE MANAGER
CABELA'S INC
Green Bay, WI
04.2013 - 08.2016
- Increased average customer satisfaction ratings by 4 points, surpassing the company goal of 86%.
- Boosted protection plan sales from an average of 2% to an average of 6.5%, exceeding targets.
- Developed and sustained a high-performing service-sales culture, securing a top-three company ranking for kiosk internet sales.
- Trained hourly leads to acquire advanced skills, leading to management advancements.
- Attained recognition as leading manager due to excellent results in outfitter engagement surveys.
STORE MANAGER
BED BATH & BEYOND
Green Bay, WI
04.2010 - 04.2013
- Boosted sales by an average of 10% over two years in a declining retail market through analysis and response to store-specific trends.
- Elevated store to a district leader in sales, customer service scores, and operations.
- Received award for 'Store of the Year' in 2013.
OPERATIONS MANAGER
BED BATH & BEYOND
Green Bay, WI
01.2004 - 01.2010
- Hired, trained, supervised and counseled hourly employees to ensure optimal performance.
- Ensured exceptional customer satisfaction through streamlined operations of merchandising and receiving functions.
RECEIVING MANAGER
BED BATH & BEYOND
Green Bay, WI
01.1999 - 01.2004
- Directed shipping operations for smooth workflow.
- Collaborated with key store personnel to guarantee timely merchandise flow.
- Kept meticulous daily logs for each freight transaction.
- Directed team of hourly staff to achieve operational goals.
Education
DIPLOMA - GED
HANCOCK HIGH SCHOOL
Hancock, MI01.1995
Skills
- Basic Math
- Store management
- Retail management
- Call Center
- Computer Operation
- Merchandising
- Management
- Freight Experience
- Pricing
- Customer Care
- Inventory Control
- Sales
- Planograms
- Customer Support
- Store Management Experience
- Customer Service
- Supervising Experience
Timeline
CARE CENTER CREW LEADER
WISCONSIN PUBLIC SERVICE
03.2022 - Current
CUSTOMER SERVICE REPRESENTATIVE
WISCONSIN PUBLIC SERVICE
09.2019 - 11.2022
INSTALLATION TECHNICIAN
SPECTRUM/CHARTER
09.2018 - 09.2019
BULK MERCHANDISE MANAGER
PEPSI BOTTLING CO. OF N.E.W
08.2016 - 02.2018
CUSTOMER EXPERIENCE MANAGER
CABELA'S INC
04.2013 - 08.2016
STORE MANAGER
BED BATH & BEYOND
04.2010 - 04.2013
OPERATIONS MANAGER
BED BATH & BEYOND
01.2004 - 01.2010
RECEIVING MANAGER
BED BATH & BEYOND
01.1999 - 01.2004
DIPLOMA - GED
HANCOCK HIGH SCHOOL