David Henderson
DesMoines,WA
Summary
Dynamic customer service professional with a proven track record at the University of Washington, excelling in problem resolution and active listening. Skilled in enhancing customer satisfaction and loyalty through empathetic communication and effective complaint handling. Adept at managing high-stress situations, ensuring positive outcomes and fostering a culture of service excellence.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
50
50
years of professional experience
Work History
Customer Service Representative
University of Washington
Seattle, WA
08.2015 - Current
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Participated in training programs to enhance product knowledge and customer service skills.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Representative
Seattle Mariners
Seattle, WA
08.2014 - 08.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Electronic Maintenance Technician
Boeing Commercial Airplane Company
Seattle, WA
07.1983 - 05.2013
- Stayed current with industry trends and advancements in technology, applying this knowledge to continuously improve maintenance strategies and techniques employed onsite.
- Conducted root cause analysis investigations following critical equipment failures, implementing corrective actions to prevent future occurrences.
- Contributed to cost reduction initiatives by identifying opportunities for equipment upgrades or process improvements that resulted in lower operational expenses.
- Enhanced equipment reliability by performing regular electronic maintenance and troubleshooting tasks.
- Played a key role in improving overall equipment effectiveness by participating in continuous improvement initiatives that targeted specific areas of concern within the maintenance department.
United States Navy
Electronic Communication Technician
San Diego, CA
06.1975 - 01.1979
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Education
Associate In Electronics Engineering Technology - Digital Electronics
South Seattle College
Seattle, WA05.1985
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Computer proficiency
- Complaint handling
- Technical support
- Dispute resolution
Timeline
Customer Service Representative
University of Washington
08.2015 - Current
Customer Service Representative
Seattle Mariners
08.2014 - 08.2024
Electronic Maintenance Technician
Boeing Commercial Airplane Company
07.1983 - 05.2013
United States Navy
Electronic Communication Technician
06.1975 - 01.1979
Associate In Electronics Engineering Technology - Digital Electronics
South Seattle College