Ben Rainey
Norfolk,VA
Summary
Customer Service professional with over 20 years of leadership experience. Excellent history of resolving problems and improving customer satisfaction in the retail sales environment. Recognized consistently for performance excellence and contributions to success. Enthusiastic leader eager to contribute to team success through collaboration, hard work, attention to detail, and management skill. Motivated to learn, grow, and excel as a Customer Service Professional, while also helping other coworkers succeed through their own work/life journeys
Overview
20
20
years of professional experience
Work History
Cash Operations and Payments Leader
IKEA
01.2022 - Current
- Leads and provides coaching to co-workers on the floor to secure a consistent customer experience and operation in the Cash lanes, Click & Collect, Home Delivery, Handout and Car Loading Area
- Ensures customer service co-workers have the knowledge, confidence and empowerment to make decisions that have a great customer experience outcome
- Acts as go to with SAM's and delivery issues when Resolutions are not available
- Monitors performance against agreed goals, adapting and taking action when required, and analyzing customer concerns, KPI's and root cause analysis to make future improvements
- Monitors Cash Lanes, FSHO and C&C wait times, processes and guidelines
- Hires, onboards, trains, leads, manages, and develops Customer Service coworkers
- Creates individual development plans, manages resource planning, co-worker relations issues and performance, and delegates responsibilities
- Identifies successors and secures necessary training
- Ensures co-workers competence on system knowledge (ISELL, SAMS, Centiro, MHS, IPOS, queuing systems, etc.), and keeps the work areas efficiently equipped and effectively covered at all times during open hours and ensures co-workers have the needed supplies and equipment
- Records and reports safety concerns and hazards
- Trains coworkers on proper Transfer Management i.e., logging in left behinds, writing off damages, etc
- Builds emotional connections through meaningful and empathetic interactions with customers, setting the example and coaching others on how to do the same
- Response to escalated customer issues and leader interventions calls with a sense of urgency.
Customer Care Specialist
IKEA
01.2019 - 01.2022
- Receive and resolve all manner of customer issues, through cooperative action with service providers, other stores, and coworkers within and outside the Norfolk store
- Assist in developing solutions and providing feedback on all matters of installation, including planning, completeness of orders, timeliness of installation, and any other kitchen customer concerns
- Assist and support the Customer Service team as leadership on the floor for meeting commitments and during peak times
- Have systems knowledge, to include IPOS, iSell/SAM'S, C3Web, and the Caesarstone Portal
- Investigate problems, develop solutions, and provide feedback and work to resolve customer complaints
- Offer all services available in the IKEA store to help customers make informed choices which results in a better 'one stop' shopping experience
- Use knowledge of both the product and how the IKEA organization works to offer solutions so that customers leave the store with a positive impression
- Live the IKEA values and nurture a strong and living IKEA culture that inspires and empowers coworkers to extraordinary achievements
- Understand and recognize coworker contributions.
VA Work Study Program Coordinator
Old Dominion University
05.2012 - 01.2019
- Oversaw and supervised the largest cohort of VA Work Study Program participants on the East Coast
- Provided leadership and coaching to coworkers to provide a consistent VA student experience
- Supervised the processing of Individual Registration Reports continually throughout the year as the Primary VA Certifying Official
- Presentation of information at orientation events and VA seminars
- Supervised the administration of LSAT, MPRE, and SAT tests.
Airborne Infantry
US Army, 82nd Airborne
- Effective decision-maker in high-pressure environments
- Trained in survival and evasion practices to prepare for wartime ejection over enemy territory
- Successfully deployed from aircraft on 40+ occasions, avoiding trees on most occasions.
Education
Bachelor of Arts - English and Social Science
James Madison University
Harrisonburg, VASkills
- Performance Evaluations
- Team Management
- Teamwork and Collaboration
- Cross-Functional Teamwork
Timeline
Cash Operations and Payments Leader
IKEA
01.2022 - Current
Customer Care Specialist
IKEA
01.2019 - 01.2022
VA Work Study Program Coordinator
Old Dominion University
05.2012 - 01.2019
Airborne Infantry
US Army, 82nd Airborne
Bachelor of Arts - English and Social Science
James Madison University
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