Alexander Glass
Greenville,WI
Summary
Experienced Senior Customer Service Leader that brings 10+ years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset.
Overview
17
17
years of professional experience
Work History
Senior Customer Care Representative
Alta Resources
08.2019 - Current
- Takes calls from members (both normal, escalated, and supervisor calls) regarding memberships and donations
- Runs weekly team meetings with the goal of motivating, informing, and keeping our team tightly aligned with ours and the clients’ goals
- Provides coaching and mentoring for agents on member interactions
- Communicates with client on a regular basis regarding escalations, day-to-day concerns, and updates
- Creates, manages, and updates training materials for continued and new hire training
- Does outbound stewardship communication with members to provide additional support when needed
- Handles escalated (sensitive, urgent and particularly unusual) consumer contacts by following established guidelines and procedures or exception to these under direction of Alta's guidelines and client procedures
- Troubleshoots and problem solves customer's issues or concerns by providing solutions, recommendations, replacements, gathering of sensitive information, and/or detailed product information with a sense of urgency while using a positive and empathic approach at all times
- Completes, maintains, and processes pertinent paperwork and records with a high attention to detail to ensure accurate data is entered in CRM, client systems, and other technology as needed
- Additional duties include balancing of orders, updating reports, assist in the final testing of new surveys, and some data analysis.
- Fostered an environment of teamwork among peers through collaboration and open communication channels.
- Built strong relationships with customers through active listening, empathy, and understanding their needs.
- Exceeded expectations in first call resolution rates by utilizing expert knowledge of products and services offered.
- Maintained accurate documentation of all customer interactions within CRM systems for future reference.
- Enhanced customer satisfaction by addressing and resolving complex inquiries, complaints, and issues.
- Collaborated effectively with cross-functional teams to provide seamless support for customers.
Wire Cutter/Terminal Operator
Timberline Manufacturing
01.2018 - 05.2018
- Measured, stamped, and organized wires I cut with various automated machines
- Worked with all different sizes of wires and cables.
- Performed routine cleaning tasks around the workspace area maintaining an organized environment conducive to peak efficiency.
- Applied troubleshooting skills to diagnose issues with machinery or tooling during the wire processeing quickly.
- Documented daily production reports detailing completed tasks, issues encountered, and resolutions implemented.
- Maintained strict adherence to safety protocols, ensuring a safe work environment for all employees.
Functional Tester/ In-Circuit Test Operator
Ducommun
05.2015 - 09.2017
- Worked on building, testing, troubleshooting, repairing, and assembling various electronic products
- Used many different schematic programs, such as CAD, IGE, Agile, and Excel to aid in my job duties
- IPC standard certified for hand soldering and repair
- Was cross-trained and learned most departments in the building to make myself as flexible as possible
- Learned to manage a tight schedule in order to make sure customers received their orders on time.
- Streamlined testing processes by implementing automation tools, reducing manual effort and increasing efficiency.
- Reviewed and delivered technical feedback for detailed test and analysis procedures.
- Reviewed requirements documentation to ensure testability of features before implementation commenced.
- Facilitated knowledge transfer among team members by creating detailed documentation of identified issues that could be easily understood across departments.
Sales Professional
XSell Response
09.2012 - 09.2014
- Learned how to sell to all different clients with a wide variety of needs, wants, and personalities
- Consistently surpassed sales targets through diligent follow-ups and a strong commitment to delivering value-added solutions tailored specifically for each client''s unique requirements.
- Learned and managed large amounts of product knowledge very quickly
- Worked with all programs in the Microsoft Suite
- Assisted senior leadership with executive decision-making process.
- Coupled natural skills with extensive training to make the most out of every sales opportunity
- Met and exceeded high metrics and sales goals constantly.
- Utilized CRM software tools effectively for tracking client interactions, follow-ups, deals progressions.
Billing and Sales Specialist
Convergys
05.2012 - 09.2012
- Learned effective ways to defuse difficult customers and turn them into possible sales opportunities
- Worked with several types of accounting software programs and ordering systems
- Performed basic technical support
- Learned the importance of meeting sales and goals and metrics
- Built rapport with customers and assessed needs to make product recommendations and upsell.
- Educated customers about product features and benefits to aid in selecting best options for each individuals' needs.
- Boosted customer satisfaction by providing exceptional product knowledge and tailored recommendations.
Gas Mart Clerk
Mills Fleet Farm
05.2010 - 04.2012
- Acquired self time management skills
- Learned friendly, efficient, and timely customer service skills in order to provide the best experience for our patrons
- Experienced many of the 'ins and outs' of company email, digital inventory, and several other programs that most companies use daily
- Had the chance to explore and perfect different sales strategies which in turn helped me to gain the confidence one needs to be successful in a retail/sales environment
- Learned many effective ways to work with unhappy and, occasionally, disgruntled patrons.
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
- Reduced errors in data entry by carefully inputting information into computer systems with attention to detail.
Dishwasher and Kitchen Assistant
Island Shores Assisted Living Resort
05.2010 - 09.2010
- Worked with the elderly which was very satisfying and joyful work which is something I have personally always loved to do
- Taught a sense of teamwork and professional trust which is essential to any business.
- Kept dishes, utensils and glassware clean and rotated following safety standards set by restaurant.
- Washed equipment, surfaces, refrigerators, and other areas and applied sanitizing chemicals.
Dishwasher, Busser, Server, Set-Up Crew, and Prep Cook
Grand Meridian Banquet Hall
03.2007 - 02.2009
- Worked with very large parties and learned to effectively provide service in a quick manner
- Learned the 'ins and outs' to keep a kitchen clean, tidy, and up to strict codes and standards.
- Kept kitchen areas neat and clean by removing trash and organizing supplies.
- Followed supervisor instructions to complete tasks on time.
Education
High School Diploma -
Appleton North High School
Appleton, WI06.2009
Skills
- Team motivation
- Exceptional communication
- Call center experience
- Coaching and Mentoring
- Complaint Handling
- Email Etiquette
- CRM software expertise
- Meeting facilitation
- First Call resolution
- Calm and Professional Under Pressure
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Supervised team of 20 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Collaborated with team of 6 in the development of al fo our new hire training instructions.
Timeline
Senior Customer Care Representative
Alta Resources
08.2019 - Current
Wire Cutter/Terminal Operator
Timberline Manufacturing
01.2018 - 05.2018
Functional Tester/ In-Circuit Test Operator
Ducommun
05.2015 - 09.2017
Sales Professional
XSell Response
09.2012 - 09.2014
Billing and Sales Specialist
Convergys
05.2012 - 09.2012
Gas Mart Clerk
Mills Fleet Farm
05.2010 - 04.2012
Dishwasher and Kitchen Assistant
Island Shores Assisted Living Resort
05.2010 - 09.2010
Dishwasher, Busser, Server, Set-Up Crew, and Prep Cook
Grand Meridian Banquet Hall
03.2007 - 02.2009
High School Diploma -
Appleton North High School