Anthony Kevin Massey
MIDDLE MANAGEMENT
Carthage,TN
Summary
Dynamic Customer Contact Representative with proven expertise at Dana Corporation, enhancing customer satisfaction through effective complaint handling and tailored solutions. Skilled in CRM software and data analysis, I excel in high-pressure environments, fostering loyalty and repeat business while training new staff on best practices. Committed to service excellence and client relations.
Overview
41
41
years of professional experience
Work History
Customer Contact Representative
Dana Corporation
09.1990 - 11.2024
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Delivered solutions tailored specifically to each individual''s needs, ensuring optimal outcomes every time.
- Utilized CRM software to track client interactions, ensuring timely follow-up on outstanding issues.
- Made cold calls to potential customers with information.
- 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.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
Assembly Team Leader
Dana Corporation
09.1984 - 09.1990
- Enhanced production quality by closely monitoring team performance and providing constructive feedback.
- Collaborated with other team leaders to develop cross-functional initiatives for overall process improvement.
- Developed strong working relationships with internal stakeholders, including quality assurance, engineering, and logistics departments.
- Maintained safe work conditions by enforcing company safety policies and conducting regular safety inspections.
SHIPPING ASSISTANT MANAGER
WELSH COMPANY
08.1983 - 09.1984
- Ensured on-time deliveries by coordinating with carriers and tracking shipments throughout the entire process.
- Maintained a safe work environment, adhering to safety guidelines and conducting regular inspections of equipment and warehouse space.
- Implemented time-saving strategies for quicker order processing, such as optimizing pick routes within the warehouse.
Education
Smith County High School
Carthage, TNSkills
- Call center experience
- Data entry
- Client relations
- Complaint handling
- Customer inquiries
- Data analysis
- Email management
- Customer service
- Problem-solving
- Shipping and receiving
- Decision-making
- Customer relations
- Shipping procedures
Timeline
Customer Contact Representative
Dana Corporation
09.1990 - 11.2024
Assembly Team Leader
Dana Corporation
09.1984 - 09.1990
SHIPPING ASSISTANT MANAGER
WELSH COMPANY
08.1983 - 09.1984
Smith County High School
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