Daniel Morgan
Walled Lake,MI
Summary
Customer Service Representative recognized for high productivity and task efficiency. Expertise in conflict resolution, time management, and communication enhances operational flow and customer satisfaction. Proficient in active listening and empathy, effectively navigating customer interactions to achieve positive outcomes.
Overview
19
19
years of professional experience
Work History
CSR Level 2/ Technical Support Representative/ Lead Technical Support Representative
Trijicon, Inc.
12.2017 - Current
- Field phone calls and emails / Identify and solve customer issues using First Call Resolution/ Issuing return authorizations, taking detailed notes on the customer’s comments / Customer information entry / Order entry over the phone and through electronic communications using SAP, Outlook and Salesforce.
- Field questions about Trijicon products responding with accurate detailed information / Product recommendations / Constant and consistent communication with the customer service, repair and technical support teams.
- Lead Trijicon’s Technical Support Team to trouble shoot customer issues, as well as direct customers to the proper aiming solutions for their application.
- Responsible for tracking Voice of The Customer comments updating the Product Management, Directors and Executive Team members at Trijicon quarterly, with any new issues or comments.
- Responsible for tracking trends in the market, product failures/ fitment issues
Quality Tech.
Trijicon, Inc.
01.2015 - 12.2017
- Gage control/ incoming product inspection/ CMM operation/ Daily maintenance of gage calibration (in house and through suppliers) and GageTrak system/Gage procurement
Quality Tech.
Vectorall Mfg.
01.2012 - 01.2015
- Hourly SPC for machined product/gage control/ ISO Coordinator/Supplier Mgmt
- Machine Maintenance/Repair
Contractor/Brand representative
Renewal by Andersen
01.2007 - 01.2013
- Deliver / setup trade show booth and takedown/return booths to warehouse.
- Billing/troubleshoot/tradeshow contact with Renewal employees and tradeshow director.
- Retail store and trade show representative
Education
associate degree -
OCC Business Management
12.2024
Skills
- SAP
- Sharepoint
- Salesforce
- Microsoft Office
- Technical support
- Product knowledge
- Customer service
- Problem solving
- Quality assurance
- CRM software
- Complaint handling
- Call center experience
- Customer education
- Product and service solutions
- Strong teamwork
- Customer consulting
- Report preparation
- Professional telephone demeanor
- Researching
- Customer relations
References
- Harold Davies, Tool and Die Management, 248-520-670
- Mark Gorno, Facility Technician, Beka Property Management, 248-240-8191
- Brandon Bliss, Technical Writer, Bosch Automotive, 509-301-9400
Community Service
- President, Walled Lake Fraternal Order of Eagles 3492, 06/01/24, Current
- Vice President, Walled Lake Fraternal Order of Eagles 3492, 01/01/23-5/31/2024
Timeline
CSR Level 2/ Technical Support Representative/ Lead Technical Support Representative
Trijicon, Inc.
12.2017 - Current
Quality Tech.
Trijicon, Inc.
01.2015 - 12.2017
Quality Tech.
Vectorall Mfg.
01.2012 - 01.2015
Contractor/Brand representative
Renewal by Andersen
01.2007 - 01.2013
associate degree -
OCC Business Management
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