Donovan Russell
Spanish Fork,UT
Summary
Proven track record in enhancing customer satisfaction and sales at Big O Tires, leveraging expert product knowledge and exceptional customer service skills. Skilled in building rapport and identifying customer needs, leading to a significant increase in sales and positive referrals. Adept in customer needs assessment and brand awareness, consistently achieving results through empathy and professionalism.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Sales Advisor
Big O Tires
07.2023 - Current
- Provided expert product knowledge to customers, leading to informed purchasing decisions and increased satisfaction levels.
- Increased sales by establishing rapport with customers and identifying their needs.
- Increased sales by offering advice on purchases and promoting additional products.
- Handled difficult situations professionally by addressing customer complaints and finding mutually beneficial solutions, preserving long-term relationships.
- Enhanced customer satisfaction by providing personalized automotive service recommendations based on vehicle diagnostics and maintenance history.
- Collaborated with automotive technicians to accurately diagnose vehicle issues and prioritize necessary repairs.
- Increased sales of parts and accessories through thorough knowledge of available products and persuasive upselling techniques.
- Continuously updated personal knowledge of industry trends, new technologies, and best practices to provide the most accurate advice to customers.
- Resolved customer complaints with empathy and professionalism, ensuring repeat business and positive word-of-mouth referrals.
Education
04.2023 - 06.2023
Took time to formulate plan for future carrier goals and planning for the coming school year.
Customer Service Representative
Utah Community Credit Union
07.2022 - 03.2023
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- 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.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
Server
Ruby River Steakhouse
11.2021 - 05.2022
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
Express Service Technician
Big O Tires
09.2021 - 11.2021
- Conducted thorough multi-point inspections on vehicles, identifying necessary repairs or maintenance.
- Maintained a clean and organized work environment, adhering to safety standards and protocols.
- Conducted multi-point inspections of customer vehicles to identify needed maintenance services and repairs.
- Attended factory-sponsored training classes to enhance knowledge and skills.
- Proactively identified opportunities to upsell additional services based on vehicle needs, boosting overall revenue generation.
Mission
01.2019 - 01.2021
Missionary for The Church of Jesus Christ of Latter Day Saints. Taught people about the church and lead other missionaries to do the same.
Education
No Degree - Information Technology
Utah Valley University
Orem, UT04.2027
Skills
- Sales experience
- Customer service experience
- Brand Awareness
- Building rapport
- Sales background
- Customer Service
- Customer Needs Assessment
Certification
- Private Pilot License
Timeline
Sales Advisor
Big O Tires
07.2023 - Current
Education
04.2023 - 06.2023
Customer Service Representative
Utah Community Credit Union
07.2022 - 03.2023
Server
Ruby River Steakhouse
11.2021 - 05.2022
Express Service Technician
Big O Tires
09.2021 - 11.2021
Mission
01.2019 - 01.2021
No Degree - Information Technology
Utah Valley University