Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Caleb Book

Akron,OH

Summary

Adept at elevating customer experiences, I significantly boosted satisfaction and retention rates at Stoneside Blinds and Shades through expert CRM software management and unparalleled active listening skills. Spearheaded a team at Pawz to slash response times by 60%, showcasing my ability to merge technical proficiency with empathetic customer engagement for stellar results.

Overview

7
7
years of professional experience

Work History

Customer Representative III

Stoneside Blinds and Shades
07.2023 - Current
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues with professionalism.
  • Maintained courteous, friendly atmosphere for guests to increase overall satisfaction and customer service standards.
  • Implemented feedback from regular evaluations to improve personal performance and contribute positively to the team''s collective growth.
  • Embraced spotlight on customer service by creating courteous, friendly atmosphere for guests.
  • Handled high call volumes efficiently without sacrificing quality of interaction or resolution success rate.
  • Maintained accurate records of all client interactions through diligent use of CRM systems, allowing for targeted follow-ups and efficient customer history referencing.
  • Retained dissatisfied customers by offering empathetic listening skills followed by effective problem-solving approaches tailored to each individual case.

Customer Success Manager

Pawz
09.2019 - 07.2023
  • Responsible in leading customer service team towards higher satisfaction rates and increasing annual order revenue.
  • Implemented a new customer communication software resulting in a 60% decrease in response times and a higher overall customer satisfaction scor
  • Directed team towards friendlier, hassle-free customer interactions while maintaining valuable relationships resulting in 5k conversions and over 200k in annual revenue.
  • Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
  • Successfully decreased return rate to under 2% through forward-thinking retention strategies.

Customer Service Liaison

Rylon Printing
09.2017 - 09.2019
  • Managed retail storefront through product merchandising, generating custom orders, and assisting with graphic arts to bring customer visions to life.
  • Handled 30+ customer interactions per day, giving detailed, personalized, friendly & polite service to ensure customer satisfaction.
  • Generated various local business accounts resulting in 10k+ revenue.
  • Completed multiple item custom tee-shirt orders while maintaining daily workflow.


Education

Associate of Arts - Graphic Design

Cuyahoga Community College
Cleveland Ohio
05-2025

Associate of Applied Science - Medical Assisting

Herzing University
Akron Ohio
06-2017

Skills

  • De-escalation
  • CRM software
  • Call handling
  • Active listening
  • Order processing
  • Microsoft Office Suite
  • Live chat support
  • Customer education
  • Critical thinking
  • Team collaboration
  • Verbal and written communication
  • Task prioritization
  • Graphic design tools
  • Graphic design skills

Languages

French
Professional Working
Japanese
Professional Working

Timeline

Customer Representative III

Stoneside Blinds and Shades
07.2023 - Current

Customer Success Manager

Pawz
09.2019 - 07.2023

Customer Service Liaison

Rylon Printing
09.2017 - 09.2019

Associate of Arts - Graphic Design

Cuyahoga Community College

Associate of Applied Science - Medical Assisting

Herzing University

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Caleb Book