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 Ohio05-2025
Associate of Applied Science - Medical Assisting
Herzing University
Akron Ohio06-2017
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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