Andrew Conklin
Appleton,WI
Summary
Proven leader with extensive experience at Alta Resources, adept in strategic planning and team development. Excelled in enhancing team productivity and customer satisfaction through innovative solutions and motivational skills. Achieved significant improvements in operational efficiency and safety protocols, demonstrating exceptional problem-solving abilities and a commitment to excellence.
Overview
5
5
years of professional experience
Work History
Senior Team Leader
Alta Resources- The Natures Conservancy-Non Profit
Neenah, WI
08.2024 - Current
- Set clear team goals and delegated tasks and set deadlines.
- Produced weekly, daily and monthly activity reports and forecasts.
- Identified stock imperfections, assigned grades, and noted production concerns based on regular inspections.
- Mentored junior team members, providing guidance and support to enhance their career progression.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Promoted a collaborative work environment, encouraging open communication among team members for better problem-solving abilities.
- Achieved customer satisfaction targets consistently by ensuring timely delivery of high-quality products or services according to specifications.
- Conducted team member meetings and updated members on best practices and continuing expectations.
- Enhanced team productivity by implementing efficient workflow processes and optimizing resource allocation.
- Developed strategies to promote team member adherence to company regulations and performance goals.
- Streamlined communication channels for improved cross-functional collaboration, resulting in better project outcomes.
- Built a cohesive team culture by recognizing individual achievements while emphasizing collective success as the ultimate goal.
- Discovered training needs and provided coaching.
- Championed a culture of continuous learning, fostering an environment conducive to professional growth and development.
- Implemented data-driven decision-making processes, leveraging analytics tools for informed business decisions.
- Developed comprehensive training programs to equip team members with the necessary skills for success in their roles.
- Managed high-performing teams to deliver exceptional results on time and within budget constraints.
- Spearheaded process improvements, identifying bottlenecks and implementing effective solutions for increased efficiency.
- Established clear performance metrics, monitoring progress routinely against set objectives for optimal results.
- Influenced company policy formulation through active participation in management meetings and contributing valuable insights from a Senior Team Leader perspective.
- Assisted in recruitment to build team of top performers.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Gathered, organized and input information into digital database.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Developed effective improvement plans in alignment with goals and specifications.
- Maintained database systems to track and analyze operational data.
- Educated staff on organizational mission and goals to help employees achieve success.
- Conducted regular reviews of operations and identified areas for improvement.
- Collected, arranged, and input information into database system.
- Supported creation of detailed, technical financial models to value potential acquisition targets.
- Generated reports detailing findings and recommendations.
Customer Service Representative
Alta Resources- Polywood
Neenah, WI
03.2024 - 08.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- 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 detailed records of customer interactions, contributing to comprehensive database for future reference.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
Customer Service Representative 3
Charter Spectrum
Appleton, WI
03.2020 - 12.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- 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 detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Improved resolution time with effective problem-solving for customer complaints.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Participated in training programs to enhance product knowledge and customer service skills.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
Crew Lead
DRM Arby's
Appleton, WI
08.2019 - 03.2020
- Trained employees in time management and proper ways to complete job duties.
- Monitored team members to verify work quality and address concerns.
- Communicated effectively with upper management, team members, and customers to keep everyone informed.
- Discussed daily work requirements with crew and assigned skills-based tasks to enable completion of work.
- Instructed crew members in safe work practices and methods to reduce work-related injuries.
- Implemented safety protocols to reduce workplace accidents and promote employee wellbeing.
- Established a positive work environment by promoting team collaboration and open communication.
- Addressed customer concerns promptly, resulting in improved satisfaction rates and repeat business.
- Pitched in to help with various job tasks, fill in for sick employees and complete projects.
Education
High School Diploma - General Studies
Appleton North HS
Appleton, WISkills
- Motivational Skills
- Team Development
- Influencing skills
- Strategic Planning
- Meeting Management
- Customer Focus
- Delegation
- Conflict Management
- Team motivation
- Staff Training
- Complex Problem-Solving
- Attention to Detail
- Performance Improvement
- Leading Team Meetings
- Problem-Solving
- Teamwork and Collaboration
- Analytical Thinking
- Complaint resolution
- Quality Improvement
- Coaching
- Call Center Operations
- Team Supervision
- Onboarding and Orientation
- Key Performance Indicators
- Safety processes and procedures
- SOP Adherence
- Issue Resolution
- Technical Support
- SMART goals
- Staff education and training
- Performance Evaluations
- Safety
- Issue Research
- Improvement plan knowledge
- Quantitative skills
- Time Management
- Problem-solving abilities
- Multitasking Abilities
- Excellent Communication
- Organizational Skills
- Active Listening
- Adaptability and Flexibility
- Task Prioritization
- Interpersonal Skills
- Professionalism
- Written Communication
- Data Analysis
Timeline
Senior Team Leader
Alta Resources- The Natures Conservancy-Non Profit
08.2024 - Current
Customer Service Representative
Alta Resources- Polywood
03.2024 - 08.2024
Customer Service Representative 3
Charter Spectrum
03.2020 - 12.2023
Crew Lead
DRM Arby's
08.2019 - 03.2020
High School Diploma - General Studies
Appleton North HS