Cj Stafford

• Suggested add-on services that would be helpful to customers and improve bottom line.
• Pleasantly greeted customers and asked open-ended questions to better determine needs.
• Handled customer issues with confidence, using complex problem solving to provide effective resolution.
• Documented problems and corrective actions to maintain records.
• Informed customers of service specials, completion times and service expenses to provide exemplary customer service.
• Maintained high customer satisfaction standards to meet or exceed targets.
• Escalated incidents to next level to remain compliant with company's standards and procedures.
• Developed estimates by costing materials, supplies and labor.
• Resolved multiple issues over phone 1-2 customers daily.
• Reduced process inconsistencies and effectively trained team members on best practices and protocols.
• Delivered excellent customer service, resulting in consistent 98% customer satisfaction rating.
• Facilitated inter-departmental communication to effectively provide customer support.
• Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
• Improved overall efficiency 400% by anticipating needs and providing outstanding support.
• Investigated and resolved accounting, service and delivery concerns.
• Effective liaison between customers and internal departments.
• Handled over 50 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
• Resolved associate, tool and service delivery issues revealed by statistical reports.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 98%.
• Welcomed, greeted and assisted guests in high-traffic store, generating $1,200,000.00 of dollars in business.
• Delivered prompt service to prioritize customer needs.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
• Educated customers about billing, payment processing and support policies and procedures.
• Enhanced productivity levels by anticipating needs and delivering outstanding support.
• Managed timely and effective replacement of damaged or missing products.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Cross-trained and provided backup support for organizational leadership.
• Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
• Reached out to customers after completed sales to suggest additional service or product purchases.
• Surpassed sales goals through implementation of effective marketing strategies.
• Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
• Recommended products to customers, thoroughly explaining details.
• Increased efficiency and team productivity by promoting operational best practices.
• Provided ongoing guest service.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Devised workaround solutions for parts availability-related issues.
• Communicated professionally with colleagues, freelancers and clients.
• Maintained up-to-date knowledge of product and service changes.
• Cross-trained and backed up other customer service managers.
• Trained new personnel regarding company operations, policies and services.
• Responded proactively and positively to rapid change.
• Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.
• Sought ways to improve processes and services provided.
• Increased efficiency and performance by monitoring team member productivity and providing feedback.
• Trained staff on operating procedures and company services.
• Processed 30 invoices each weeks and mailed documentation to clients.
• Implemented and developed customer service training processes.

* Performed approved Jobs on Repair Order. Jobs ranged from Cooling System Repairs, A/C Service, Maintenance Services such as Oil Changes, Tire Rotation and Balance, & Wheel Alignments. Steering & Suspension repairs. Performed General Inspections and performed approved services. Battery Test & Replacement, Alternator Test & Replacment, Wiper Blade Replacement, Bulb Replacement & some Minor Diagnostics.

* Assisted Repair Technicians with extensive repairs and collaborated in some Diagnostics to achieve a Confirmed fix procedure.

• Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
• Followed up with customers during and after installations to verify satisfaction.
• Met with customers to discuss service needs and offer available solutions.
• Worked with customers to educate and inform on Product or service, effectively closing over Number deals.
• Guided techs on automotive repair, tool usage and equipment operation.
• Developed written plans and obtained customer consent to proceed.
• Trained Number less-skilled service workers on standards, efficiency and conflict resolution for best-in-class customer service.
• Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
• Reduced workflow inconsistencies by recruiting and hiring capable staff members.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Assisted in organizing and overseeing assignments to drive operational excellence.
• Streamlined and monitored quality programs to alleviate overdue compliance activities.
• Communicated best practices among on-site and external personnel to align efforts and goals.
• Maintained store equipment, printers and fax machines.
• Set aggressive targets for employees to drive company success and strengthen motivation.
• Established team priorities, maintained schedules and monitored performance.
• Defined clear targets and objectives and communicated to other team members.
• Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
• Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.