Summary
Overview
Work History
Education
Skills
Timeline
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DOUGLAS HOTALING

Gloversville,NY

Summary

Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth.

Overview

2
2
years of professional experience

Work History

Customer Service Supervisor

TTEC
Gloversville, NY
12.2023 - 04.2025
  • Discussed job performance problems with employees, identifying causes and issues to find solutions.
  • Delivered continuous training to associates to maximize performance and customer relations skills.
  • Ensured all customer inquiries were handled in accordance with company standards and regulations.
  • Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
  • Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Monitored phone calls to provide feedback and coaching.
  • Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
  • Answered phone calls and responded to questions and concerns.
  • Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback.
  • Provided guidance and support to junior customer service representatives, including coaching and mentoring.

Package Car Delivery Driver

UPS
Gloversville, NY
04.2023 - 08.2023
  • Delivered packages to customers in a timely manner according to established routes and time schedules.
  • Verified accuracy of all shipping documents.
  • Adhered to all safety policies and procedures while operating a motor vehicle.
  • Provided exceptional customer service by responding promptly and professionally to customer inquiries and complaints.
  • Performed pre-trip inspections on assigned vehicles prior to beginning route.
  • Operated package cars safely in accordance with DOT regulations.
  • Contacted customers regarding late deliveries or other issues as needed.
  • Demonstrated strong problem solving skills when faced with unexpected delays or traffic conditions during route delivery.
  • Promoted positive customer service by delivering on-time shipments and fully resolving issues.

Assistant Manager

Home Outlet
Gloverville , NY
01.2023 - 04.2023
  • Collaborated with management on developing strategic plans for achieving business goals.
  • Communicated regularly with customers to gain insights into their needs.
  • Supervised daily operations including scheduling shifts, assigning duties.
  • Managed customer service inquiries and complaints in a timely manner.
  • Maintained up-to-date knowledge of company products and services.
  • Identified cost-saving measures that could be implemented without compromising quality standards.
  • Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
  • Organized schedules, workflows and shift coverage to meet expected business demands.
  • Collaborated with store manager to develop strategies for achieving sales and profit goals.
  • Secured revenue, accurately monitoring transactions and deposits to eliminate discrepancies.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.

Education

High School Diploma -

Amsterdam High School
Amsterdam, NY
06.1995

Skills

  • Sales Quota Achievement
  • Clean Driving Record
  • Inventory Systems
  • Customer Retention
  • Safe Driver Training
  • Proficient in Microsoft Office
  • Promotions and Sales
  • Valid Vehicle Insurance and Registration
  • Efficiency and Time Management
  • Fluent in English
  • Dispatch Collaboration
  • Basic Math Skills
  • Cash Handling
  • Work Order Management
  • Inventory Management
  • Attention to Detail
  • Customer Support
  • Document Management
  • Strong Working Relationships
  • Communication and Interpersonal Skills
  • Multitasking
  • Service Promotion
  • Customer Service

Timeline

Customer Service Supervisor

TTEC
12.2023 - 04.2025

Package Car Delivery Driver

UPS
04.2023 - 08.2023

Assistant Manager

Home Outlet
01.2023 - 04.2023

High School Diploma -

Amsterdam High School

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DOUGLAS HOTALING