Summary
Overview
Work History
Education
Skills
Timeline
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Connor Whaley

Urbana,OH

Summary

Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.

Overview

13
13
years of professional experience

Work History

Charge Verification Group

Discover
New Albany, OH
03.2020 - Current
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Worked effectively in team environments to make the workplace more productive.
  • Provided excellent service and attention to customers through phone conversations.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Identified needs of customers promptly and efficiently.
  • Graduated Agent+ Program June 2023
  • Volunteered SME
  • Worked on Advisory Board

Customer Engagement Leader

PetSmart
Columbus, Ohio
01.2017 - 03.2020
  • Collaborated with cross-functional teams to ensure successful implementation of customer engagement initiatives.
  • Developed and implemented customer engagement strategies to increase customer satisfaction.
  • Implemented strategies for upselling, cross-selling products, services based on customers' needs.
  • Drove customer escalations to resolution by engaging directly with clients.
  • Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
  • Educated customers by reviewing orders and teaching about basic care and service of purchased equipment.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Developed strong customer relationships to encourage repeat business.

Department Supervisor

Kohl's
New Albany, OH
10.2011 - 01.2017
  • Managed inventory levels of supplies required for daily operations.
  • Provided coaching and mentoring support to team members.
  • Analyzed data to identify areas of improvement within the department.
  • Facilitated communication between management, staff, and customers.
  • Trained employees on new processes or procedures as needed.
  • Collaborated with other departments to coordinate activities and resolve issues.
  • Resolved customer complaints in a timely manner.
  • Monitored department operations to ensure productivity standards were met.
  • Participated in weekly meetings with senior leadership teams to discuss progress.
  • Established goals for each team member and monitored progress towards those objectives.
  • Mentored employees in management of complicated sales, complex issues and difficult customers.
  • Put together store's large displays.
  • Assessed displays for proper stock, checked store organization, and kept aisles clear of obstacles.
  • Delegated tasks appropriate to individual employees to provide development opportunities.
  • Oversaw storewide merchandising benchmarks to maintain operational excellence.

Education

High School Diploma -

Mansfield Christian
Mansfield, OH
05-2010

Skills

  • Remote Office Availability
  • Leadership
  • Team building
  • Customer Service
  • Excellent Communication
  • Verbal Communication

Timeline

Charge Verification Group

Discover
03.2020 - Current

Customer Engagement Leader

PetSmart
01.2017 - 03.2020

Department Supervisor

Kohl's
10.2011 - 01.2017

High School Diploma -

Mansfield Christian

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Connor Whaley