David Rankin
Southgate Ky,KY
Summary
Dynamic Customer Service Representative with extensive experience at DHL Supply Chain, recognized for enhancing customer satisfaction through effective problem resolution and active listening. Proficient in CRM software and conflict resolution, I consistently exceeded service standards, fostering loyalty and retention while streamlining processes to improve operational efficiency.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
DHL Supply Chain
12.2023 - 10.2025
- Utilized CRM software to log customer interactions and track service requests systematically.
- Supported onboarding of new staff by sharing best practices in customer engagement techniques.
- Adapted quickly to changes in policies and procedures, ensuring compliance with company standards.
- Handled high-volume calls while maintaining professionalism and empathy during customer interactions.
- Provided feedback on common customer issues to help refine processes and improve service offerings.
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- 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.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Participated in training programs to enhance product knowledge and customer service skills.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Managed timely and effective replacement of damaged or missing products.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Cross-trained and provided backup support for organizational leadership.
- Increased efficiency and team productivity by promoting operational best practices.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Cross-trained and backed up other customer service managers.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Identified and resolved discrepancies and errors in customer accounts.
Customer Service Representative
TQL
04.2021 - 11.2023
- Assisted customers with inquiries regarding shipments, tracking, and delivery services.
- Resolved issues efficiently by coordinating with internal teams and external partners.
- Managed order processing and ensured accurate data entry into company systems.
- Provided support in handling customer complaints to enhance satisfaction levels.
- Maintained up-to-date knowledge of shipping regulations and service offerings.
- Documented customer interactions for quality assurance and process improvement initiatives.
- Trained new employees on customer service protocols and operational procedures.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Improved resolution time with effective problem-solving for customer complaints.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Investigated and resolved accounting, service and delivery concerns.
- Trained staff on operating procedures and company services.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Created and maintained detailed database to develop promotional sales.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- 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.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Participated in training programs to enhance product knowledge and customer service skills.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Managed timely and effective replacement of damaged or missing products.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Cross-trained and backed up other customer service managers.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Identified and resolved discrepancies and errors in customer accounts.
Customer Service Representative 2
Ceva Global Logistics
04.2006 - 12.2020
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Processed order fulfillment and shipment tracking using DHL's proprietary software systems.
- Collaborated with team members to enhance customer service procedures and workflows.
- Maintained accurate records of customer interactions for quality assurance and training purposes.
- Trained new staff on company policies, systems, and best practices in customer service.
- Assisted in the development of standard operating procedures to streamline service delivery.
- Conducted regular follow-ups with customers to ensure satisfaction and address concerns promptly.
- Monitored service performance metrics to identify areas for improvement and implement solutions.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Met customer call guidelines for service levels, handle time and productivity.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Implemented and developed customer service training processes.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Cross-trained and provided backup support for organizational leadership.
- Increased efficiency and team productivity by promoting operational best practices.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Improved resolution time with effective problem-solving for customer complaints.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Investigated and resolved accounting, service and delivery concerns.
- Trained staff on operating procedures and company services.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Created and maintained detailed database to develop promotional sales.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- 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.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Managed timely and effective replacement of damaged or missing products.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Identified and resolved discrepancies and errors in customer accounts.
Education
High School Diploma - General Studies
Simon Kenton High School
Independence, KY06.1976
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Client relations
- Payment processing
- Professional telephone demeanor
- Customer satisfaction measurement
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Paperwork processing
- Appointment scheduling
- Order processing
- Team development
- Documentation
- Administrative support
- Microsoft PowerPoint
- Data collection
- Customer relationship management (CRM)
- Prioritization
- De-escalation techniques
- Building rapport
- Quality control
- Clerical support
- Filing
- Dispute resolution
- Customer education
- Product sales
- Product and service solutions
- Multi-line phone talent
- Coordination
- Order fulfillment
- Recordkeeping strengths
- Account updating
- Research
- Account management
- Reading comprehension
- Spreadsheets
- Service upselling
- Office equipment proficiency
- Conflict mediation
- Proofreading
- Stock management
- Service standard compliance
- Document control
- Brand representation
- Quality assurance controls
- Shipping and logistics
- Escalation management
- POS systems expert
- CRM software
- Information security
- Product education
- Delivery scheduling
- System implementation
- Warehousing functions
- Receiving support
- Call triaging
- Process optimization
- Record preparation
- Report creation
- Report preparation
- Credit adjustments
- Promotional support
- Route management
Timeline
Customer Service Representative
DHL Supply Chain
12.2023 - 10.2025
Customer Service Representative
TQL
04.2021 - 11.2023
Customer Service Representative 2
Ceva Global Logistics
04.2006 - 12.2020
High School Diploma - General Studies
Simon Kenton High School