David Cookson
DeBary,FL
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Fox Glass Company
Lake Helen
07.2020 - Current
- Receive jobs from portals, email and call ins, look at job description to write up job tickets, send technicians to Commercial Business to access issues with there doors, glass, locks, tint, and panic devices
- Send work orders, quote approvals, and follow up with technicians by calling or emailing for updates
- Call Managers at Commercial Businesses to find out what exactly the issues are at the store.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Delivery Driver
FedEx Ground
Middleboro
08.2011 - 07.2020
- Deliver and Pick Up Packages in order of the route, scan packages using a MC33xx hand held computer barcode scanner when delivering, picking up, and have customers sign using the scanner for packages, and leave a door tag if customer is not home to sign
- Pick up packages from pick up list, return them to the terminal along with the truck, paperwork and MC33xx hand held computer barcode scanner.
- Received daily delivery instructions and route assignments from dispatch.
- Ensured accurate completion of all paperwork associated with deliveries.
- Inspected delivery vehicle to ensure optimal safety and performance prior to each trip.
- Maintained accurate records of goods delivered and collected payments as required.
- Loaded, secured, and unloaded cargo in a safe and timely manner.
- Verified accuracy of items loaded onto truck against shipping documents.
- Adhered to all applicable traffic laws while driving delivery vehicle.
- Communicated regularly with dispatch regarding any delays or issues encountered on routes.
- Provided excellent customer service by answering inquiries about products or services being delivered.
- Followed safety protocols for loading, unloading, securing, inspecting, operating, and maintaining the assigned vehicle.
- Responded promptly to emergency situations involving vehicles or personnel on the roadways.
- Reported mechanical issues with delivery vehicle to supervisor in a timely manner.
- Performed pre-trip inspections of delivery vehicle according to company guidelines.
- Managed inventory levels during deliveries by verifying load counts against shipping manifests.
- Delivered goods in a timely fashion while adhering to speed limits and other traffic regulations.
- Stayed up-to-date on changing local roads and construction areas that may affect routes.
- Assisted warehouse personnel in packing orders when necessary.
- Monitored fuel level throughout shift and refueled when necessary.
- Drove safely in all weather conditions including rain, snow, sleet, ice.
- Checked tires for proper inflation before leaving on each route.
- Transported and safely delivered items to prevent damage or loss.
- Navigated routes with relevant map programs and GPS systems.
- Handled merchandise in accordance with product handling standards.
- Handled customer service complaints with utmost professionalism and knowledgeable responses to maintain trust and company loyalty.
Postal Carrier
USPS
New Bedford, MA
12.2007 - 01.2011
- Conducted regular inspections of postal equipment to ensure proper working condition.
- Reported any damaged or lost items to supervisor immediately upon discovery.
- Adhered to company policies related to handling customer complaints professionally and promptly.
- Responded quickly to emergency situations involving hazardous materials or dangerous goods shipments.
- Followed safety protocols while delivering packages in high traffic areas.
- Identified any suspicious activity or persons on route while making deliveries.
- Stayed up-to-date on changes in USPS regulations related to package handling.
- Routed all classes of mail in sequence of delivery along established route.
- Handled undeliverable mail in accordance with established procedures.
- Delivered mail along prescribed route and retrieved additional mail from relay boxes.
- Furnished customers with postal information and provided change of address information and other related postal forms.
- Obtained receipts for registered and certain insured mail.
- Observed road rules, weather and road conditions and other factors to maintain safe driving record.
- Obtained signed receipts for registered, certified and insured mail, collecting associated charges and completing necessary paperwork.
- Scanned labels on letters or parcels to confirm receipt.
- Used road maps or GPS to verify routes and designated addresses.
- Recorded address changes to redirect mail for residences or businesses.
- Delivered mail to residents and business within assigned area.
- Sorted and distributed incoming mail to appropriate locations.
- Organized outgoing mail in the correct order for delivery.
- Collected mail from post office boxes and delivered it to customers' homes or businesses.
- Performed daily maintenance of postal vehicle, including checking fluid levels, tire pressure, and other safety checks.
- Loaded mail onto truck for delivery route.
- Maintained records of all packages received and delivered along with any necessary paperwork.
- Delivered special-handling mail such as certified, insured, registered, and express items.
- Inspected mail bags to ensure they were properly sealed before loading them onto trucks for delivery.
Education
High school diploma - Graphic Design
Diman Reg Voc Tech High School
Fall River, MA06.1991
Skills
- Paperwork Processing
- Product Knowledge
- Inbound and Outbound Calling
- Scheduling
- Call Management
- Complaint resolution
- Data Entry
- Call Center Operations
- Professional telephone demeanor
- Customer service
- Computer skills
- CRM Software
- Microsoft PowerPoint
- Travel Planning
- Order Processing
- Receiving support
- Dispute Resolution
- Quality Control
- Conflict Resolution
- Positive and professional
- Order Fulfillment
- Multi-Task Management
- Credit card payment processing
- Materials Transport
- Follow-up skills
- Microsoft Office expertise
- Shipping and receiving understanding
- Problem-solving abilities
- Microsoft Outlook
- Microsoft Excel
- Spreadsheets
- Customer consulting
- Computer Proficiency
- Client Relations
Certification
Driver's License
Affiliations
- I like to play Golf, walk my dog, hang out with Family and Friends in my free time
References
References available upon request.
Timeline
Customer Service Representative
Fox Glass Company
07.2020 - Current
Delivery Driver
FedEx Ground
08.2011 - 07.2020
Postal Carrier
USPS
12.2007 - 01.2011
High school diploma - Graphic Design
Diman Reg Voc Tech High School
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