Cody Hastings
Oregon,OH
Summary
Seasoned Customer Service Manager with deep understanding of customer relations and service operations. Strong problem-solving, leadership, and communication skills honed through management roles in diverse business settings. Proven track record in developing effective strategies that improve customer satisfaction rates and foster loyalty. Succeeded in transforming customer service departments into efficient, success-driven teams contributing to company growth.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Lowes Home Improvment
Monroe, MI
05.2022 - Current
- Developed and implemented strategies for providing excellent customer service experience.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Monitored staff performance to ensure adherence to customer service standards.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
Customer Service Manager
Home Depot
Toledo, OH
12.2019 - 05.2022
- Developed and implemented strategies for providing excellent customer service experience.
- Monitored staff performance to ensure adherence to customer service standards.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Developed policies and procedures related to customer service operations.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Evaluated employee job performance and motivated staff to improve productivity.
Retail Customer Service Associate
Home Depot
Toledo, OH
03.2019 - 12.2019
- Assisted in the organization of merchandise on store shelves.
- Maintained high levels of customer service satisfaction.
- Ensured compliance with company policies and procedures regarding safety, security, cleanliness.
- Conducted inventory counts at the end of each shift.
- Developed strong working relationships with co-workers through effective communication.
- Worked closely with managers to ensure smooth functioning of business operations.
- Managed incoming shipments from vendors for accuracy of merchandise received.
Field Service Technician
Spectrum Charter
Fayetteville, NC
04.2017 - 07.2018
- Diagnosed problems using advanced diagnostic tools such as multimeters, oscilloscopes.
- Assisted with training of junior technicians in proper installation techniques and safety protocols.
- Resolved customer complaints regarding product performance or malfunctioning equipment in a professional manner.
- Performed on-site installation, routine maintenance and minor repairs to systems.
- Wrote detailed service reports describing work completed, issues and recommendations.
- Trained customers on equipment after installation.
- Troubleshot malfunctions and diagnosed issues to service equipment quickly and fully.
Nodal Network Systems Operator- Maintainer
U.S. Army Active Duty
Fort Bragg, NC
04.2013 - 04.2017
- Monitored and maintained network systems, including routers, switches, firewalls, and other related hardware.
- Configured and installed software for the nodes on the network to ensure efficient operation.
- Troubleshot technical issues with the various components of the network system.
- Performed regular maintenance tasks such as backups, patching, and upgrades of the network system.
- Analyzed system logs to identify potential problems or security threats and took corrective action when necessary.
- Managed user accounts within the network environment ensuring security protocols were followed.
- Provided technical support to end-users in resolving any networking related issues they encountered.
- Diagnosed, troubleshot and resolved hardware and system problems.
Education
High School Diploma -
Northwood High School
Northwood, OH05-2012
Some College (No Degree) - Electronics And Computer Engineering Technologies
Bowling Green State University
Bowling Green, OHSkills
- Training and mentoring
- Talent Development
- Workflow Management
- Regulatory Compliance
- Report Preparation
- Staffing coordination
- Project Management
- Technical Support
- Quality Assurance
- Handling Escalations
- Team Building and Leadership
- Staff education and training
- Work Prioritization
- Meticulous attention to detail
- Networking proficiency
- Data/Phone/Computer/Communications Background
Certification
- Network Management Course - U.S. Army 2014
- IT Networking/Cisco Routing - U.S. Army 2014
- Combat Lifesavers Course - U.S. Army 2014
- Digital Training Management Systems - U.S. Army 2015
- STT Operator/Satellite Training - U.S. Army 2015
- Unit Armorer Course - U.S. Army 2016
- Tactical Communications - U.S. Army 2016
- Cable Systems/High Speed Data/Phone Service - Spectrum 2017
Timeline
Customer Service Manager
Lowes Home Improvment
05.2022 - Current
Customer Service Manager
Home Depot
12.2019 - 05.2022
Retail Customer Service Associate
Home Depot
03.2019 - 12.2019
Field Service Technician
Spectrum Charter
04.2017 - 07.2018
Nodal Network Systems Operator- Maintainer
U.S. Army Active Duty
04.2013 - 04.2017
High School Diploma -
Northwood High School
Some College (No Degree) - Electronics And Computer Engineering Technologies
Bowling Green State University
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