Daniel Copeland
Oden,AR
Summary
Personable and dedicated Customer Service Representative with extensive experience in the archery industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
37
37
years of professional experience
1
1
Certification
Work History
Customer Support Specialist
WinChoice USA
Mountain Pine, AR
02.2024 - 02.2024
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
Customer Service Manager
Brodix
Mena, AR
08.2023 - 12.2023
- Provided exceptional customer service to ensure customer satisfaction.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
Manufacturing Associate
A3 Archery
Viola, WI
03.2023 - 06.2023
- Clean work areas regularly to maintain a safe working environment.
- Communicated with co-workers to improve unit production.
- Maintained production facilities at high standard of cleanliness and organization to improve quality of products.
- Train new employees on proper operation of machines used in the manufacturing process.
- Pack finished products into shipping containers or crates for distribution or storage.
- Set up and operate a variety of machinery used in the manufacturing process.
Production Manager
Modern Resolution windows
Tempe, AZ
07.2020 - 03.2023
- Trained new employees on proper use of equipment, safety procedures, and job functions.
- Monitored the daily operations of the production team, providing guidance and support as needed.
- Conducted regular meetings with staff to discuss progress and address any issues or concerns.
- Reviewed production orders, schedules, delivery dates, and inventory levels to determine product availability.
- Managed materials to meet production goals and specific customer demands.
- Coached and mentored employees to develop and enhance career skills.
- Developed and implemented production schedules to ensure timely completion of projects.
- Planned production operations while establishing priorities and sequences for manufacturing processes.
- Analyzed production processes to identify areas for improvement in efficiency and cost savings.
- Provided input for performance reviews and identified areas for additional improvement.
- Monitored equipment, checked supplies and coordinated manpower to meet expected demand.
- Monitored employee attendance records and took disciplinary action when appropriate.
- Coordinated with other departments to ensure smooth flow of materials throughout the production process.
- Established and updated production schedules to meet changing demands.
- Identified opportunities for improvement in workflow design and implementation.
- Scheduled staff work assignments, rotations and overtime.
- Ensured that all safety policies and regulations were followed in accordance with company standards.
- Established clear communication channels between management and staff members.
- Coordinated production requirements with material handling and staffing functions.
- Issued work orders for repairs to plan maintenance of equipment, machinery and vehicles.
Sales Manager
ABC Supply
Vancouver, WA
02.2003 - 04.2020
- Tracked monthly sales to generate reports for business development planning.
- Developed sales plans, goals, strategies and objectives to achieve team goals and revenue objectives.
- Established relationships with key clients, while maintaining existing customer base.
- Performed sales consultations and educated clients on products and services.
- Trained, coached, and mentored junior sales personnel to ensure success in their roles.
- Created and maintained sales environment to support business objectives.
- Achieved company growth and brand development through market expansion and sales.
- Maintained professional network of potential clients and business opportunities.
- Provided technical support for customers when needed, answering questions about product features and capabilities.
- Analyzed business and sales targets using critical problem-solving skills.
- Developed and implemented new sales strategies to update product lines.
- Established new accounts and serviced existing accounts maintaining professional relationships.
- Developed pricing strategies that would maximize profits while still remaining competitive in the market.
Bow Technician
DNW Outdoors
Jonesboro, AR
04.2005 - 05.2010
- Coordinated installation and technical support of Archery equipment.
- Cleaned all parts of the bow including cams, limbs, grip area, before reassembling it back together.
- Trained new technicians in the proper use of bow presses and other equipment used to service bows.
- Provided recommendations for accessories such as stabilizers, sights and quivers based on customer needs and preferences.
- Set up archery targets at various distances to allow customers to test their newly serviced bows before leaving the store.
- Inspected limbs for any signs of damage or wear that could affect accuracy or performance.
- Troubleshot and repaired mechanical problems such as cable slides sticking or cams not turning properly.
- Assisted customers with selection of appropriate arrows for their bows based on draw weight, arrow spine.
- Applied wax to string servings to protect them from abrasion during shooting.
- Checked for proper cam timing and limb alignment using a bow press.
- Replaced worn out strings, cables and servings on both recurve and compound bows.
- Performed quality control tests after each repair job was completed in order to verify accuracy of repairs made.
- Installed peep sights, bowstrings, arrow rests and nocking points on customer's bows.
- Adjusted draw length, draw weight and let-off on compound bows as needed.
- Performed maintenance and repair of compound bows, recurve bows, crossbows and longbows.
Location General Manager
Norandex
Houston, TX
09.1997 - 02.2003
- Resolved customer complaints in a timely manner while maintaining positive relationships with customers.
- Analyzed data related to store performance metrics such as sales volume, labor costs.
- Inspected physical premises daily for cleanliness and maintenance needs.
- Enforced company policies regarding employee attendance and productivity.
- Developed strategies to increase sales and profitability of the location.
- Maintained responsibility for day-to-day operations of location, ensuring compliance with company policies and procedures.
- Ensured adherence to health, safety, and security regulations at the site.
- Negotiated contracts with vendors to ensure cost-efficient services were provided.
- Monitored inventory levels and ordered necessary supplies as needed.
- Managed budgeting processes and monitored financial performance of the location.
- Collaborated with other regional managers to coordinate activities and share best practices.
Bow Technician
Riverside Archery
Ogden, UT
06.1992 - 04.1997
- Installed new components or replaced defective parts to restore functionality.
- Adjusted draw length, draw weight and let-off on compound bows as needed.
- Performed maintenance and repair of compound bows, recurve bows, crossbows and longbows.
- Installed peep sights, bowstrings, arrow rests and nocking points on customer's bows.
- Performed quality control tests after each repair job was completed in order to verify accuracy of repairs made.
- Replaced worn out strings, cables and servings on both recurve and compound bows.
- Checked for proper cam timing and limb alignment using a bow press.
- Applied wax to string servings to protect them from abrasion during shooting.
- Assisted customers with selection of appropriate arrows for their bows based on draw weight, arrow spine.
- Troubleshot and repaired mechanical problems such as cable slides sticking or cams not turning properly.
- Inspected limbs for any signs of damage or wear that could affect accuracy or performance.
- Provided recommendations for accessories such as stabilizers, sights and quivers based on customer needs and preferences.
- Trained new technicians in the proper use of bow presses and other equipment used to service bows.
- Cleaned all parts of the bow including cams, limbs, grip area, before reassembling it back together.
Aircraft Maintenance Technician
USAF
Ogden, UT
04.1987 - 04.1997
- Used specialized tools such as torque wrenches and micrometers for precise measurements.
- Tested electrical systems, hydraulic systems, and other aircraft components for proper functioning.
- Inspected aircraft components to detect any signs of wear or malfunctioning.
- Performed troubleshooting procedures to find root causes of faults.
- Conducted pre-flight inspections to determine if aircraft was ready for flight operations.
- Recommended replacement, repair or modification of aircraft equipment based on inspection.
- Managed repair logs, documenting preventive and corrective aircraft maintenance activities.
- Provided technical advice and guidance to junior technicians when needed.
Archery Technician
Browning Archery
Heber, UT
07.1993 - 07.1995
- Conducted demonstrations of different types of bows, arrows, sights, releases. to customers.
- Inspected, serviced, and maintained archery equipment for customers.
- Attended trade shows representing company products.
- Created custom orders for clients based on their individual needs and preferences.
- Performed minor repairs such as restringing and replacing parts on bows and arrows.
- Performed routine inspection and maintenance of equipment to streamline machinery function.
Education
Some College (No Degree) - Business Administration And Management
Community College of The Air Force
Montgomery, ALSkills
- Support
- Customer Service Excellence
- CRM Software
- Technical Troubleshooting
- Quality Assurance
- Customer Relationship Management (CRM)
- Complaint Handling
- Sales Support
- Product Knowledge
- Inbound and Outbound Calling
- Adaptive Team Player
- Customer Relations
Affiliations
- Team lead for The Fallen Outdoors veteran group
- Volunteer for Life Line Service Dogs
Accomplishments
- Southwest Asia combat metal
- Marksmanship metal
- Operation Desert Storm metal with 3 oakleaf clusters
Certification
- Certified archery instructor L1
- Certified Bow Technician
Timeline
Customer Support Specialist
WinChoice USA
02.2024 - 02.2024
Customer Service Manager
Brodix
08.2023 - 12.2023
Manufacturing Associate
A3 Archery
03.2023 - 06.2023
Production Manager
Modern Resolution windows
07.2020 - 03.2023
Bow Technician
DNW Outdoors
04.2005 - 05.2010
Sales Manager
ABC Supply
02.2003 - 04.2020
Location General Manager
Norandex
09.1997 - 02.2003
Archery Technician
Browning Archery
07.1993 - 07.1995
Bow Technician
Riverside Archery
06.1992 - 04.1997
Aircraft Maintenance Technician
USAF
04.1987 - 04.1997
Some College (No Degree) - Business Administration And Management
Community College of The Air Force