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
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
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
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
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
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
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
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