To secure a position within Grainger, using my knowledge of 10 years in Customer service to help solve customers and team members issues alike.
Overview
16
16
years of professional experience
Work History
Senior Customer Experience Rep (Help Phone)
Grainger
Waterloo, IA
01.2021 - Current
Completed Interim Leader training program
Assist team members with questions and standard work processes to result in one call resolutions
Take on Escalated phone calls to help customers find a resolution
Facilitate weekly Problem Tracker huddles to discuss any new problems or trends and get standard work processes updated to be more proficient and easier to navigate.
Petroleum Supply Sergeant
United States Army National Guard/Reserves
01.2008 - Current
Receive orders for missions, lead and delegate duties to 40 or more soldiers
Guide and Develop lower enlisted soldiers to help them achieve their military career goals
Provide Aviation fuel delivery to Military Aircraft and Ground vehicles
Deployed in 2016-2017 - Provided Logistical support for ground transportation units
Customer Experience Rep
Grainger
Waterloo, IA
01.2018 - 01.2021
Assist Customers with orders, returns, credits and debits
Coached peers to help develop BDP'S for product search calls to increase proficiency and achieve AHT goals
Was a SME for new hire classes
10/2020 and 01/2021
Life insurance Agent
Cuna Mutual
Waverly, IA
01.2017 - 01.2018
Assisted customers with finding the right life insurance policy
Debt Collector/Team Captain
CBE, Inc.
Cedar Falls, IA
01.2010 - 01.2015
Coached team members to provide BDP's to achieve productivity metrics
Help team members with call flow and assist with Escalated phone calls