Anna Robbins
Ecru
Summary
Dynamic professional with expertise in automotive technology and inventory management, honed at Advanced Auto Parts. Proven track record in elevating customer satisfaction levels through effective returns management and building strong client partnerships. Recognized for enhancing team performance and achieving service excellence in fast-paced environments.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
7
7
years of professional experience
Work History
Commercial Parts Professional
Advanced Auto Parts
02.2023 - Current
- Provided expert advice on automotive parts selection and compatibility for customer needs.
- Managed inventory levels, ensuring optimal stock availability and timely replenishment of products.
- Assisted customers with product returns and exchanges, enhancing overall satisfaction and loyalty.
- Collaborated with team members to streamline order processing and improve workflow efficiency.
- Trained new employees on company policies, procedures, and best practices in customer service.
- Conducted regular audits of inventory and sales data to identify trends and opportunities for improvement.
- Resolved customer inquiries effectively, maintaining a positive shopping experience through strong communication skills.
- Provided expert advice on technical issues related to commercial parts applications, enhancing customer trust in our expertise.
- Provided exceptional customer service, addressing concerns promptly and professionally to maintain client loyalty.
- Developed strong relationships with vendors to ensure consistent supply of high-quality products at competitive prices.
- Mentored junior team members on best practices in commercial parts sales, contributing to their professional development.
- Achieved personal and store sales goals and service objectives.
- Created, built and maintained professional customer relationships.
- Stayed up-to-date with relevant industry certifications and trainings to maintain a high level of expertise in the field.
- Increased customer satisfaction by providing timely and accurate information on product availability and specifications.
- Reduced product returns by implementing a thorough quality control process before shipping orders to customers.
- Rearranged parts department to better serve changing trends and keep workspaces organized.
- Provided timely, insightful and accurate reports to upper management.
- Ordered parts for customers, repair shops, and service departments for use in [Type] equipment.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Supervised and trained staff on product knowledge and customer service.
- Mitigated financial discrepancies by managing inventory, damaged goods and backorders.
- Ordered parts for customers, repair shops and [Type] department for use in [Type] and [Type] equipment.
- Met customer needs by looking up stock numbers and prices for various parts, identifying correct items and placing timely orders.
- Handled all customer service issues quickly to maintain high satisfaction levels.
- Verified shipments against receipts and provided advice to customers about right type of parts needed for specific projects.
- Achieved exceptional reputation for quality parts and service by proactively identifying defects and returning rejected items to suppliers.
Call Center Supervisor
Iqor
03.2019 - 03.2022
- Supervised daily operations to ensure adherence to service standards and quality metrics.
- Led team training initiatives, enhancing agent performance and customer satisfaction levels.
- Implemented process improvements that reduced average handling time and increased efficiency.
- Monitored call center performance metrics, identifying trends for strategic adjustments.
- Developed coaching plans tailored to individual team member needs for skill enhancement.
- Resolved escalated customer issues, applying conflict resolution techniques effectively.
- Collaborated with upper management on strategic planning to achieve operational goals.
- Fostered a positive work environment through employee engagement initiatives and recognition programs.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
- Created team rotations to man center effectively during peak hours.
- Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly.
- Streamlined call center operations for increased efficiency by implementing new scheduling and workforce management strategies.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Developed training programs to enhance agent skill sets, leading to improved performance metrics across the board.
- Ensured compliance with industry regulations and company policies through regular audits and ongoing agent education.
- Enhanced team productivity by implementing dynamic shift scheduling system that matched staff levels to call volume.
- Oversaw development of comprehensive knowledge base, enabling faster call resolution.
- Spearheaded adoption of customer relationship management (CRM) software, enhancing data accuracy and accessibility.
Education
GED -
Skills
- Building strong client partnerships
- Merc
- Efficient delivery scheduling
- Warranty administration
- Parts recognition expertise
- Automotive technology expertise
- Returns management
- Inventory management for parts
- Service excellence
- Elevating customer satisfaction levels
- Point of sale operations
- Cross-functional teamwork
- Time management
- Organizational skills
- Active listening
- Customer interaction
Timeline
Commercial Parts Professional - Advanced Auto Parts
02.2023 - Current
Call Center Supervisor - Iqor
03.2019 - 03.2022
Arkansas Northeastern College - GED,