David Langford
Stillwater,OK
Summary
Dynamic customer service professional with a proven track record at Delta Dental, recognized for resolving complex issues with empathy and critical thinking. Skilled in account reconciliation and relationship building, I consistently exceeded performance metrics, enhancing customer loyalty and driving sales growth through effective communication and a positive attitude.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Service Representative
IQor
02.2024 - Current
- 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.
Crew/Carhop
Sonic
07.2023 - 01.2024
- Worked front counter, drive-thru and other areas.
- Took orders, prepared meals, and collected payments.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Worked well with teammates and accepted coaching from management team.
- Trained new team members on procedures, customer service, and sales techniques.
Disassembly
ATC Drivetrain
03.2023 - 07.2023
- Improved transmission rebuild quality by implementing strict quality control measures and thorough inspections.
- Established a reputation for meticulous attention to detail, resulting in high-quality rebuilds that exceeded client expectations.
- Prioritized safety by adhering to all company guidelines and OSHA regulations when performing tasks related to transmission rebuilding.
Customer Service Representative
Delta Dental
02.2022 - 02.2023
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Sales Manager and Accounts Manager
Aaron's
12.2019 - 02.2022
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Boosted client satisfaction by effectively managing accounts and addressing concerns promptly.
- Conducted regular account reviews with clients, providing valuable insights into performance metrics and recommending actions for improvement.
- Reduced churn rate by proactively identifying at-risk accounts and implementing retention strategies.
- Resolved complex customer issues, maintaining professionalism and preserving long-term relationships.
- Streamlined account management processes for better organization and time management.
- Maintained comprehensive client records within CRM systems, ensuring accurate tracking of interactions and facilitating effective follow-up activities.
- Collaborated with sales teams to identify new opportunities, driving revenue growth.
- Collaborated with purchasing department to reconcile vendor invoices and facilitate payments.
- Implemented efficient billing procedures to reduce outstanding receivables and improve cash flow.
Customer Service Representative
IQor
02.2017 - 12.2019
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Receiving Unloader/Shelf Stocker
Wal-Mart
06.2015 - 02.2017
- Maintained a safe working environment by adhering to company safety guidelines during unloading tasks.
- Promoted positive workplace culture within the receiving team by establishing clear goals, fostering open communication channels, and supporting ongoing professional development opportunities.
- Showcased problem-solving skills when addressing discrepancies in shipping documents or damaged goods upon arrival.
- Maximized available storage space within the warehouse, employing strategic stacking methods and adhering to weight restrictions for pallets.
Order Picker
Performance Food Group
03.2013 - 05.2015
- Collaborated with team members to ensure timely completion of orders during peak demand periods.
- Excellent communication skills, both verbal and written.
- Reduced order processing time with the use of RF scanning equipment and inventory management software.
- Improved order accuracy by meticulously picking items according to pick list and packing slip requirements.
Airman
Navy
12.2012 - 08.2013
- 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.
- Completed boot camp, was first academically in Air Traffic Control classes during Tech School
Sandwich Artist
Subway
03.2008 - 02.2013
- Greeted guests, promoted specials, and took orders.
- Operated the cash register with accuracy, ensuring proper handling of transactions.
- Kept workplace clean and organized in line with restaurant policies.
- Increased speed of service through effective multitasking and time management skills.
Education
No Degree - Computer Science
East Central University
Ada, OK02-2018
No Degree - General Education`
Northeastern State University
Tahlequah, OK05-2012
High School Diploma -
Haileyville High School
Haileyville, OK05-2011
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Account reconciliation
- Month-end reporting
- Accounts receivable management
- Goals and performance
- Relationship building
- Verbal and written communication
- Sales team training
- Power tool operation
- Hand tool proficiency
- Inspection procedures
- Disassembly procedures
- Warehouse safety procedures
- Pallet jack operation
- Truck unloading
- Truck loading
- Shelf stocking
- Positive attitude
- Heavy lifting
- Order picking
- Order preparation
- Barcode scanners
- Order fulfillment
- Dependable and reliable
- Forklift operation
- RFID scanning
- Quality control
- Friendly, positive attitude
- Teamwork and collaboration
- Attention to detail
- Problem-solving
- Flexible and adaptable
- Air traffic regulations
- Leadership qualities
- Stress tolerance
- Memory retention
Accomplishments
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Supervised team of 4 staff members during time as Cusotmer Accounts Manager, during which time we documented the 4 month in a row unacceptable monthly account revenue, which then led through a complete turnaround in one month resulting in a profit.
Certification
Foodsafe Certification
Forklift Certification
Pallet Jack Certification
Languages
English
Full Professional
Timeline
Customer Service Representative
IQor
02.2024 - Current
Crew/Carhop
Sonic
07.2023 - 01.2024
Disassembly
ATC Drivetrain
03.2023 - 07.2023
Customer Service Representative
Delta Dental
02.2022 - 02.2023
Sales Manager and Accounts Manager
Aaron's
12.2019 - 02.2022
Customer Service Representative
IQor
02.2017 - 12.2019
Receiving Unloader/Shelf Stocker
Wal-Mart
06.2015 - 02.2017
Order Picker
Performance Food Group
03.2013 - 05.2015
Airman
Navy
12.2012 - 08.2013
Sandwich Artist
Subway
03.2008 - 02.2013
No Degree - Computer Science
East Central University
No Degree - General Education`
Northeastern State University
High School Diploma -
Haileyville High School
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