CLAYTON GATES
Manchester,USA
Summary
Logistics Professional experienced in managing warehouse operations and leading teams to optimize workflows and enhance customer service. Achieved improvements in order fulfillment accuracy and customer satisfaction through effective inventory management and team motivation. Focused on delivering impactful solutions and exceeding targets in fast-paced environments.
Overview
19
19
years of professional experience
Work History
Regional Truck Driver
C&M
Rochester, NY
05.2025 - Current
- Operated regional routes to deliver freight on time while ensuring safety.
- Conducted pre-trip inspections to ensure vehicle readiness and compliance.
- Managed cargo loading and unloading procedures, maximizing space utilization and ensuring safety protocols.
- Supported the loading and unloading of freight to facilitate timely delivery.
- Maintained accurate logbooks and records for cargo transport, facilitating compliance with regulatory standards.
- Updated logs with timely and accurate information to meet internal requirements and DOT recordkeeping demands.
- Maintained safe driving habits to protect property and general public on roadways.
- Reported any mechanical problems encountered with vehicles to supervisors immediately.
Warehouse Supervisor
Ultrafab
Farmington, NY
05.2023 - 02.2025
- Supervised warehouse operations by directing employee activities during shifts to ensure efficient workflow.
- Managed shipping and handling tasks to maintain efficiency and quality standards.
- Managed team of warehouse workers to optimize scheduling and task delegation, enhancing overall productivity.
- Maintained high levels of accuracy in daily operations.
- Completed daily operations on time and maintained high standards of accuracy.
- Increased accuracy in order fulfillment with thorough quality control checks before shipping orders.
- Conducted regular inventory audits to identify discrepancies in stock counts while implementing corrective measures as needed.
- Oversaw inventory control levels and ensured compliance with storage and organization processes to maintain operational standards.
- Resolved employee concerns effectively to foster team communication. promptly and effectively while maintaining open lines of communication amongst team members.
- Monitored employee performance and offered mentoring and leadership to improve any deficiencies.
- Performed troubleshooting to resolve issues with equipment, devices and products.
- Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
- Assigned tasks to team members to complete within designated time frames.
- Led improvement initiatives to advance operational efficiencies and increase revenue.
Customer Service Manager
Ultrafab
Farmington, NY
10.2019 - 05.2023
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Owned customer issues, driving them to resolution and enhancing customer satisfaction.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Built strong relationships with key clients, consistently meeting their needs and fostering loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Collaborated with upper management to enhance customer service processes and support structures, contributing to overall service quality.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Researched and corrected customer concerns to promote company loyalty.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
- Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
- Increased efficiency in handling customer inquiries by implementing advanced CRM system.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Customer Service Representative
Ultrafab
Farmington, NY
05.2018 - 10.2019
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products and services, providing accurate information to enhance customer experience.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained detailed records of customer interactions, enabling effective follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Addressed customer inquiries, ensuring satisfaction and fostering a positive service experience.
- Instructed new customer service representatives on best practices and company guidelines.
- Resolved escalated customer issues, restoring confidence in the company's commitment to service excellence.
Call Center Sales Manager
Sutherland Global Services
Rochester, NY
03.2014 - 05.2018
- Developed high-performing sales teams through comprehensive training programs and regular performance evaluations.
- Influenced business growth by identifying new market opportunities and expanding product offerings within the call center.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Evaluated employee performance against KPIs, delivering constructive feedback to support ongoing professional development.
- Built rapport with customers through active listening, resulting in successful dispute resolution and improved customer satisfaction.
- Facilitated open communication among team members, fostering collaboration and knowledge sharing to enhance continuous improvement initiatives.
- Evaluated employee performance using established KPIs, providing constructive feedback to facilitate continued professional development.
- Facilitated open lines of communication between team members, encouraging collaboration and knowledge sharing to drive continuous improvement efforts across the organization.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Sales Representative
Sutherland Global Service
Rochester, NY
01.2008 - 03.2014
- Elevated client satisfaction by promptly addressing concerns and delivering exceptional service.
- Boosted revenue by identifying up-selling and cross-selling opportunities during customer interactions.
- Grew customer base through effective cold calling, networking, and relationship building.
- Expanded customer base through cold calling, networking, and relationship building.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Strengthened customer loyalty through empathetic listening and understanding individual requirements.
- Navigated multiple software platforms concurrently while engaging customers in conversations, enhancing multitasking skills in a fast-paced environment.
- Fostered customer loyalty through empathetic listening and tailored understanding of individual requirements.
Education
Red Jacket
ManchesterFinger Lakes Technical Career Center
StanleySkills
- Loading and unloading
- Vehicle inspection
- Warehouse operations
- Warehouse organization
- Warehouse safety
- Safety compliance
- Inventory Management
- Order management
- Logistics coordination
- Operations management
- Route management
- Problem resolution
- Problem solving
- Attention to detail
- Team leadership
- Customer service
- Effective communication
Timeline
Regional Truck Driver
C&M
05.2025 - Current
Warehouse Supervisor
Ultrafab
05.2023 - 02.2025
Customer Service Manager
Ultrafab
10.2019 - 05.2023
Customer Service Representative
Ultrafab
05.2018 - 10.2019
Call Center Sales Manager
Sutherland Global Services
03.2014 - 05.2018
Sales Representative
Sutherland Global Service
01.2008 - 03.2014
Red Jacket
Finger Lakes Technical Career Center