Brian Russell
Indianapolis,IN
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
17
17
years of professional experience
Work History
Customer Service Lead
Wipeco, Inc.
09.2021 - 06.2023
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Responded to customer calls and emails to answer questions about products and services.
Service Advisor
AutoNation Honda O'Hare
10.2020 - 09.2021
- Coordinated paperwork and payments for new orders and replacement parts to obtain speedy service for each customer.
- Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support.
- Responded to customer needs through competent customer service and prompt problem-solving.
Facility Manager
Highland Self Storage
08.2018 - 08.2020
- Kept physical files and digitized records organized for easy updating and retrieval by authorized team members.
- Tracked and recorded expenses and reconciled accounts to maintain accurate, current and compliant financial records.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Store Manager
Tuesday Morning
05.2017 - 04.2018
- Oversaw, trained and encouraged all employees, promoting culture of efficiency and performance.
- Recruited, interviewed and hired staff members who brought talent, enthusiasm and experience to provide excellent customer service to guests.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
Store Manager/Buyer
Kula Marketplace
11.2016 - 04.2017
- Evaluated suppliers by assessing quality, timeliness and compliance of deliveries to maintain tight cost controls and maximize business operational efficiency.
- Engaged and interacted with customers to create positive shopping experiences and drive revenue growth.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
Floor Supervisor
Tommy Bahama
11.2015 - 11.2016
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Met with management to discuss work plans and develop enhancements and strategies to achieve operational objectives.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
Business Owner
Dodads
09.2006 - 04.2012
- Stayed current with market trends to determine optimal pricing of goods and services and to capitalize on emerging opportunities.
- Used print strategies such as newspaper ads, business catalogs and marketing brochures to bring in and capture new customer business.
- Oversaw business budget planning and administration, accounting functions, purchasing and bi-weekly payroll to handle financial needs.
Education
Bachelor of Science - Computer Science
Belhaven University
Jackson, MSSkills
- Planning and scheduling
- Goals and Performance
- POS systems
- Excellent customer service skills
- Leadership and supervision
- Customer-oriented
- Opening and closing procedures
- Customer Relations
- MS Office
Timeline
Customer Service Lead
Wipeco, Inc.
09.2021 - 06.2023
Service Advisor
AutoNation Honda O'Hare
10.2020 - 09.2021
Facility Manager
Highland Self Storage
08.2018 - 08.2020
Store Manager
Tuesday Morning
05.2017 - 04.2018
Store Manager/Buyer
Kula Marketplace
11.2016 - 04.2017
Floor Supervisor
Tommy Bahama
11.2015 - 11.2016
Business Owner
Dodads
09.2006 - 04.2012
Bachelor of Science - Computer Science
Belhaven University
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