Brian Herron
Leesburg
Summary
Dynamic Technical Customer Care Specialist with a proven track record in problem resolution and relationship building. Skilled in enhancing customer satisfaction and training team members to uphold service quality.
Overview
14
14
years of professional experience
Work History
Technical Customer Care Specialist
Vauto
Leesburg, FL
05.2024 - Current
- Resolved customer inquiries using CRM systems to enhance satisfaction and retention.
- Implemented solutions for recurring issues, contributing to a more efficient support workflow.
- Fostered positive relationships with clients, ensuring consistent follow-up and resolution of concerns.
- Took ownership of customers issues to follow problems through to resolution.
- Assisted in training new team members on best practices for customer service excellence.
Customer Service Representative
Fusionzone Automotive
Lakeland, FL
01.2018 - 05.2024
- Analyzed customer feedback to identify trends and develop improvement strategies.
- Developed training materials to improve staff knowledge of product offerings and promotions.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- 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.
Customer Service Representative
Publix
The Villages, FL
07.2012 - 01.2018
- Resolved customer inquiries efficiently, ensuring satisfaction and retention.
- Collaborated with team members to optimize store operations and enhance service quality.
- Managed product returns and exchanges, maintaining compliance with company policies.
- Trained new staff on customer service protocols and operational procedures.
- Implemented initiatives that streamlined checkout processes, reducing wait times for customers.
- Led efforts in inventory management, ensuring product availability and minimizing stock discrepancies.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
High School Diploma -
Leesburg High School
Leesburg, FLSkills
- Quality assurance
- Customer service excellence
- Problem resolution
- Customer relations
- Call center experience
- Product knowledge
- Data entry
- Documentation and reporting
- Product education
- Relationship building
Timeline
Technical Customer Care Specialist
Vauto
05.2024 - Current
Customer Service Representative
Fusionzone Automotive
01.2018 - 05.2024
Customer Service Representative
Publix
07.2012 - 01.2018
High School Diploma -
Leesburg High School