Looking for a company that cares for its employees, offers a new challenge and room for growth. My previous experience shows my abilities to also perform office administration work. Reliable and upbeat, telecommunication customer service representitive. Successful at promoting customer loyalty, satisfaction and purchases with consultative techniques and diligent attention to individual needs. Knowledgeable about product merchandising, payment processing and cleaning. Dedicated and dependable relationship-builder with excellent organizational strengths and superior work ethic.
Overview
18
18
Years of professional experience
Work History
Telecommunications customer service
Ttec
12 2022 - Current
Answered constant flow of customer calls with minimal wait times.
Answered customer telephone calls promptly to avoid on-hold wait times.
Updated account information to maintain customer records.
Offered advice and assistance to customers, paying attention to special needs or wants.
Responded to customer requests for products, services, and company information.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Participated in team meetings and training sessions to stay informed about product updates and changes.
Processed customer service orders promptly to increase customer satisfaction.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Handled customer inquiries and suggestions courteously and professionally.
Developed customer service policies and procedures to meet and exceed industry service standards.
Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Enhanced productivity levels by anticipating needs and delivering outstanding support.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Managed and prioritized customer service requests to achieve prompt resolution.
Provided training to customers to enhance use and understanding of network systems.
Shift Manager
Advanced Auto, Job Skills
03 2009 - 05 2021
Committed to inspiring the team, helping the customers succeed and growing the business with integrity
Professional level sales and management position capable of supporting functions on both sides of the business
Understood store systems, automotive systems, parts knowledge, and able to identify, troubleshoot and project assist for DIY and professional customers
Responsible for developing and maintaining professional customer relationships and program growth
Was accountable for achieving financial metrics and maintaining service and appearance standards
Primary Responsibilities included:
Achieved overall store sales goals and service objectives
Managed and grew professional customer relationships/sales, including building and holding team accountable to executing customer action plans
Ensured execution of inventory and operational standards
Coached all team members to deliver on customer expectations (DIY and Professional)
Manager of duty responsibilities (touch base/coaching, floor/phone management, task assignment and completion, safety, open/close duties
Ability to lead change management
Embraced diversity and fostered a respectful environment for both customers and team members
Secondary Responsibilities
Provided services including battery installation and testing, alternator and starter testing, and wiper installation, and pulling engine codes
Success Factors
Friendly communication
Located and stocked parts
Knowledge and skills in safety
Executed and trained project and product quality recommendations
Advanced parts lookup and sourcing
Source from numerous places including special order, FDO, second source, etc
Executed and trained all store operational processes and procedures, testing and diagnostic equipment for DIY services
Executed and trained inventory systems and store equipment
Executed and trained POS and Parts lookup systems
Reviewed and analyzed P&L statement
Built and grew relationships with professional customers
Working knowledge of automotive systems
Speak and write English to communicate effectively and built strong relationships with customers, peers, and upper management
Used Microsoft Office software effectively (Word & Excel)
Calculated figures and amounts such as discounts, percentages, sales increases, and gross profit percent
Reviewed and analyzed business reports, such as profit and loss statement (P&L)
Held others and myself accountable by inspected work quality and gave feedback in a way that was inspiring.
Lead Service Technician
NTB
08.2017 - 03.2018
Inspected, diagnosed, prepared, estimated, repaired, and installed mechanical services including brakes, driveline suspension systems, wheel alignments and oil changes
All services were completed in compliance with company policies, procedures and "Quality Standards"
Calibrated and maintained mechanical equipment
In conjunction with other retail employees, helped to clean and maintain all areas of the retail store and its perimeter
Drove customers' vehicles in and out of the shop area and performed road tests
Installed, balanced, and repaired tires as needed during peak periods and was responsible for consistently displaying the highest quality of work and customer service
Responsibilities include but was not limited to:
Diagnose problems and made repairs
Performed oil changes, tire installations and alignments
Help to maintain shop equipment as needed
Safely use the high-powered equipment required for repairs
Service Writer & Technician
Wal-Mart Super Center TLE
03 2013 - 04 2016
Identified problems with vehicles using the diagnostic equipment provided
Carried out basic auto care and maintenance tasks such as oil changes, tire rotation, and fluid level checks
Explained automotive repairs and issues while providing great customer service
Kept the work environment and repair shop clean and organized
Planned repair procedures using manuals, charts, and experience
Delaware Area Career Center, GED, 2009.
Education
Ged - General
Delaware Area Career Center
2008
Skills
Troubleshooting systems
Educating customers
Safety practices
Documenting activities
Multitasking Abilities
Flexible and Adaptable
Interpersonal Communication
Clerical Support
Written Communication
Analytical and Critical Thinking
Accomplishments
100% customer service survey scores for most of my time at Ttec