Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

David Baker

Auburn,WA

Summary

Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level. Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Customer Service Manager / Store Manager

Professional Stone Products
04.2023 - 11.2023
  • Over saw all aspects of the Store operations.
  • Customer Service, Sales, Shipping and Receiving, Cash Handling.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Followed through with client requests to resolve problems.
  • Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
  • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
  • Researched and corrected customer concerns to promote company loyalty.
  • Created and reviewed invoices to confirm accuracy.
  • Collaborated with marketing department to launch and manage promotional activities and campaigns.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals.

High Capacity Assembly

Ingersoll-Rand
11.2022 - 04.2023
  • Assembled different varieties of valves for high- capacity winches and hoist.
  • Sub-assembled everything from hose lines to the winches themselves.
  • Finished and obtained a certificate for ISO Auditor training.

Track Manager / Maintenance Supervisor

Joe Town Speedway
01.2020 - 11.2022
  • Was responsible for all Track Operations, Safety Training and Kart Maintenance
  • Was also in charge of all track sales and customer service.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Improved staffing during busy periods by creating employee schedules and monitoring all positions.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Supervised 30 employees and scheduled shifts.

INSTALL SUPERVISOR/LEAD SERVICE TECH

Amusement Products
08.2016 - 12.2019
  • Started as A line Lead for Lightning Go-Karts and Spin Zone Bumper cars (5 months) was Promoted to Shop Assistant Supervisor (12 months) was Promoted to Production Supervisor (12 months) was Promoted to Install Supervisor (12 months) During these times, was responsible for supervising all tech support.
  • Traveled to customers locations training Track Operations and Kart Maintenance Was responsible for production deadlines, customer service, Tech support, placing parts orders, Leading Maintenance Seminars twice a year Supervised over 30 employees at one time.
  • Responsible for coordinating with customers and production on time installs and deadlines.
  • Met with customers onsite to develop installation strategy and coordinated with staff to facilitate access to product locations.
  • Participated in educational opportunities, maintaining working knowledge of company network and reading technical publications.
  • Used hand tools, power drills, multi-meters and watt meters.
  • Created and maintained daily and weekly reports for upper management.
  • Scheduled and oversaw maintenance, repair and installation activities.
  • Monitored safety compliance to maintain strict standards and protect team members from harm.
  • Utilized proper tools and materials to adhere to safety guidelines.
  • Supervised team of installers and mechanics to complete work on time and to company standards.
  • Monitored priorities and liaised between maintenance team and management, delegating tasks to complete on time.
  • Monitored daily progress and work quality to provide guidance and direction to mechanics and installers.
  • Managed efficient teams of up to 30 employees.
  • Managed efficient teams of up to 30 employees.
  • Evaluated final results to determine quality levels and isolate root causes of any identified faults.
  • Enhanced customer satisfaction ratings by motivating team members to strengthen quality and increase productivity.
  • Optimized supply levels to keep stock within ideal parameters for expected needs.
  • Reviewed and studied blueprints to double-check installation and implementation project requirements.
  • Monitored product quality and communicated necessary improvements to site superintendent.
  • Conducted periodic maintenance inspections as stated by contract or customer.
  • Installed new equipment and explained operation and routine maintenance protocols to customers.

OWNER / OPERATOR, SIMPLY GREEN LAWN AND LANDSCAPE

Simply Green Lawn and Landscape
02.2015 - 08.2016
  • Was responsible for all sales and service for lawn care services.
  • Managed 25 weekly residential customers and maintained their lawn care maintenance.
  • I was responsible for all billing, collections and contracted bids and services.
  • Managed day-to-day business operations.
  • Consulted with customers to assess needs and propose optimal solutions.
  • Trained and motivated employees to perform daily business functions.
  • Spoke professionally with customers regarding complaints, gathering all necessary information to make educated decisions and address issues.
  • Assessed income and expenses and adapted plans to improve profit levels.
  • Developed business plan, processes and procedures to provide superior Lawn Care services to customers.
  • Developed and nurtured lasting customer relationships by projecting professional corporate image and responding quickly to logistical and scheduling issues.
  • Crafted engaging sales copy and eye-catching graphics for inventive client presentations.
  • Operated with safety and skill to avoid accidents and delays.
  • Demonstrated safe driving by following regulations and safety procedures, resulting in zero accidents.
  • Utilized GPS and other navigation tools to plan routes and stay on schedule.
  • Dropped and hooked trailers and changed configuration of equipment.
  • Inspected trucks for malfunctions and reported vehicles to management for corrective action.
  • Minimized delays by planning and adjusting routes to account for changing weather and traffic conditions.
  • Completed regular inspections and maintenance actions, as well as basic equipment repairs, to keep equipment operating at peak levels.
  • Obtained necessary permits and licenses to operate various commercial vehicles legally.
  • Interacted well with customers to build connections and nurture relationships.
  • Trained new employees on proper protocols and customer service standards.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.

ACCOUNT MANAGER / SALES MANAGER

Aarons' Sales and Lease
08.2013 - 02.2015
  • As a Manager Trainee. 150 customers per day were called to make sure their customer accounts were current.
  • If a customer did not or could not pay, we would visit their home to collect payment or pick up merchandise.
  • Meet collected revenue goals each month.
  • As A Sales Manager it was our responsibility to maintain and grow our customer base.
  • Would type all new orders and assure customer growth by helping the customer get the merchandise they needed at a price that fit their budget.
  • Tasked to make sure all deliveries were completed to the company policy and standards set by Aarons.
  • Take payments on accounts make sure the sales floor was clean and neat to meet our no hole's policy.
  • Make sure all merchandise was cleaned when returned to the Sales floor, to be sold again.
  • In charge of taking care of any service or warranty work that needed to be done by coordinating with our vendors and customers and follow up to insure prompt and quality service.
  • Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
  • Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
  • Evaluated client needs and developed tailored solutions to increase positive customer ratings.
  • Educated clients on new products or services to increase customer engagement with brand.
  • Set clear sales goals to identify activities and behaviors to advance sales process and close deals.
  • Recommended brand products to customers to encourage repeat purchases and foster customer loyalty.

FLOOR SUPERVISOR/ KEY HOLDER

Shoe Carnival Inc.
02.2011 - 08.2013
  • As a Floor Supervisor it is my responsibility to maintain excellent customer service
  • I am responsible to maintain all company policies regarding Merchandising, Cash Handling, Employee development and Customer Service
  • I was also responsible for overseeing the Kids Department making sure that it was organized and merchandised as per company standards.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
  • Met with management to discuss work plans and develop enhancements and strategies to achieve operational objectives.
  • Delegated tasks to employees to enhance productivity and workflow.
  • Addressed and resolved all customer inquiries and complaints with timeliness and professionalism.
  • Maintained clean and organized store environment to cultivate pleasant shopping experiences.
  • Coordinated daily floor restocks and merchandise resets to drive sales and product promotion.
  • Defined and enforced store procedures in compliance with company policies and procedures.
  • Monitored sales floor and provided customer service to foster retention and loyalty.
  • Collaborated with other departments to drive successful completion of assigned tasks.
  • Upheld proper visual merchandising standards on retail floor and windows.
  • Supervised team of helpers, laborers and material movers to efficiently complete tasks.
  • Handled day-to-day shipping and receiving overseeing more than 30 packages per day.

Education

DIPLOMA - Math, English, Business Skills

AUBURN HIGH SCHOOL
Auburn, WA
06.1983

Skills

  • Customer Service
  • Organizational and time management
  • Training and employee developing
  • Manufacturing
  • Troubleshooting
  • Landscape Maintenance
  • Electrical Experience
  • Warehouse Experience
  • Forklift
  • Mechanical Knowledge
  • Maintenance
  • Sales Management
  • Supervising experience
  • Microsoft Office
  • Management
  • Account management
  • Employee relations
  • First aid
  • Contracts
  • Power tools
  • Inside sales
  • Organizational skills
  • Quality control
  • Business Development
  • Project Management
  • Training and Mentoring
  • Technical Support
  • Schedule Coordination
  • Account Management
  • Quality Assurance
  • Product Knowledge
  • Adherence to High Customer Service Standards
  • Meticulous Attention to Detail
  • Proficient in Office
  • Exceptional Interpersonal Communication
  • Problem-Solving
  • Continuous Improvement
  • Team Building and Leadership
  • Performance Evaluations
  • Excellent Time Management Skills
  • Customer-Focused
  • Positive and Constructive Feedback
  • Customer Relations
  • Effective Workflow Management
  • Training and Coaching
  • Employee Scheduling
  • Deadline-Oriented
  • Decision-Making
  • Relationship Building
  • Persuasive
  • Training Programs
  • MS Office
  • Conflict Resolution Techniques
  • Research and Due Diligence
  • Conflict Management
  • Staff Education and Training
  • Product and Service Solutions
  • Cash Handling
  • Logistics Policies and Procedures
  • Coordinating Service Initiatives
  • QA
  • Customer Relationship Management Software (CRM)
  • Loss Prevention
  • Account Updates
  • Retail Platforms
  • Workforce Management
  • Staff Management
  • Shipping, Receiving, and Warehousing
  • New Hire Training
  • Effective Communication

Certification

  • Driver's license
  • Class E, driver's license
  • Forklift Certification, 11/01/22
  • Driver's License, 08/01/27

Timeline

Customer Service Manager / Store Manager

Professional Stone Products
04.2023 - 11.2023

High Capacity Assembly

Ingersoll-Rand
11.2022 - 04.2023

Track Manager / Maintenance Supervisor

Joe Town Speedway
01.2020 - 11.2022

INSTALL SUPERVISOR/LEAD SERVICE TECH

Amusement Products
08.2016 - 12.2019

OWNER / OPERATOR, SIMPLY GREEN LAWN AND LANDSCAPE

Simply Green Lawn and Landscape
02.2015 - 08.2016

ACCOUNT MANAGER / SALES MANAGER

Aarons' Sales and Lease
08.2013 - 02.2015

FLOOR SUPERVISOR/ KEY HOLDER

Shoe Carnival Inc.
02.2011 - 08.2013

DIPLOMA - Math, English, Business Skills

AUBURN HIGH SCHOOL

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David Baker