David Pollard
Charlotte,United States
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Executes on goals and produces results. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Owner, Production Manager, Sculptor
David Pollard Studios
07.2023 - Current
- Created and sold custom portrait sculptures.
- Introduced a line of decorative Holiday plaques to expand product offerings; Exceeded sales goal by 20% in first year of sales
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Negotiated contracts with suppliers for better pricing and terms, reducing overall costs for the business.
- Attended trade shows and special events to showcase products, network with other businesses and attract new customers.
Medical Records Retrieval Agent
Randstad USA
01.2023 - 06.2023
- Contract Employment at Cotiviti, a major third party medical records processor
- Analyzed medical records audit requests for accuracy and sent requests to hospitals nationwide
- Worked with hospital staff around the nation to ensure timely retrieval of correct records for major medical insurance companies
- Top performer as measured via Team KPIs. Average call efficiency rating of 97, call quality rating of 98 and speed of support rating of 93, frequently finishing each month as best in team
- Prioritized urgent client needs effectively, meeting tight deadlines for crucial document delivery without sacrificing accuracy or quality.
- Performed comprehensive research tasks to locate missing or misfiled records. restoring efficient and timely delivery of patient medical records.
Caregiver
Career Break
04.2022 - 12.2022
- Assumed full responsibility for the day-to-day care of my mother, who suffers from Alzheimer's Disease, committed to keeping her in her home as long as possible.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- As of December 2022, her condition became advanced beyond my ability to provide proper care and she was moved to a Memory Care Assisted Living Center.
Operations Manager
X-Golf America Inc.
06.2021 - 03.2022
- Planned and coordinated opening operations for the first public indoor golf facility in the Southern US
- Managed and trained a staff of 6
- Developed, implemented, and monitored business policies and processes and established core values of optimism and gratitude toward fellow employees and customers
- Fostered a clean and safe workplace by instituting safe practices guidelines, resulting in a perfect 100 health department safety/sanitation score
- Provided ongoing training and mentorship for employees including regular performance reviews to empower team members and foster growth
- Developed and cultivated lasting relationships with new and existing customers through customer engagement and effective communication.
Assistant Operations Manager
Alternative Beverage
01.2019 - 12.2020
- Managed daily operations of a small warehouse and 3 retail locations selling brewing and winemaking supplies to breweries, wineries, and the general public
- Established priorities, policies, and standards creating a smooth-running, best-in-class operation, empowering employees to be an active part of improving the customer experience
- Addressed customer service inquiries in a positive, empathetic and timely manner to create and retain loyal customers
- Maintained and monitored online product reviews working with the team to ensure issues were addressed quickly and appropriately.
Business Development Specialist
Whip Around
08.2018 - 01.2019
- Set the pace by averaging a team-leading 4 appointment acquisitions per day
- This was a 30% remote position due to ongoing office renovations.
Inside Sales Representative I, Inside Sales Representative II
Web.com
11.2017 - 07.2018
- Sales Representative I: Primary responsibility was developing new business via cold-calling Real Estate Brokers and Agents to introduce them to the Torchx Real Estate Business Management and Marketing CRM
- Sales Representative II: Recognized as a top performer and promoted on fast-track within first 60 days of employment
- Delivered engaging, interactive software platform ‘SaaS’ demonstrations to business owners with goal of a one-call close.
- Determined needs, delivered solutions, and overcame objections through consultative selling skills.
- Met or exceeded sales targets and quotas to contribute to overall sales goals and revenue of company.
- Used CRM software to maintain detailed contact logs and account records.
Owner, Account Manager, Production Manager, Public Speaker
David Pollard Studios
02.2012 - 09.2017
- Created and sold custom portrait sculptures.
- Introduced a line of decorative Holiday plaques to expand product offerings; Exceeded sales goal by 20% in first year of sales.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Negotiated contracts with suppliers for better pricing and terms, reducing overall costs for the business.
- Attended trade shows and special events to showcase products, network with other businesses and attract new customers.
Education
Bachelor of Science - Business Administration
Appalachian State University
Boone, NC05.2001
Skills
- Customer Relations
- Small business operations
- Relationship Building
- Verbal and written communication
- Client Service
- Business Development
- Customer Service
- Teamwork and Collaboration
- Team Leadership
- Staff hiring
- Operations Management
Certification
- Written English, Brainbench
- Listening Skills, Brainbench
Publications
The YOYO Principle: A Common Sense Guide To Creating a Life of Success After College, You've just graduated from college, so now what? How about creating a plan for your new life that will get you out of Mom and Dad's house and well on your way to a happy and successful life! The life you are about to create is about YOU making the choices, not life making them for you. This book will help you create order out of chaos and put you well on your way to achieving the life you want and expect., LifeSuccess Publishing, 04/01/09, https://www.amazon.com/Yo-Yo-Principle-Creating-Success-College/dp/1599301172
Timeline
Owner, Production Manager, Sculptor
David Pollard Studios
07.2023 - Current
Medical Records Retrieval Agent
Randstad USA
01.2023 - 06.2023
Caregiver
Career Break
04.2022 - 12.2022
Operations Manager
X-Golf America Inc.
06.2021 - 03.2022
Assistant Operations Manager
Alternative Beverage
01.2019 - 12.2020
Business Development Specialist
Whip Around
08.2018 - 01.2019
Inside Sales Representative I, Inside Sales Representative II
Web.com
11.2017 - 07.2018
Owner, Account Manager, Production Manager, Public Speaker
David Pollard Studios
02.2012 - 09.2017
- Written English, Brainbench
- Listening Skills, Brainbench
Bachelor of Science - Business Administration
Appalachian State University
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