Summary
Overview
Work History
Education
Skills
Timeline
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DOUGLAS SNELL

Evansdale,IA

Summary

Results-oriented professional seeking a challenging and rewarding position to showcase expertise and contribute to industry growth.

Overview

17
17
years of professional experience

Work History

Open Order Managment

Grainger
Waterloo, IA
06.2024 - Current
  • Addressed order rejection issues by reviewing customer notes.
  • Conducted thorough investigations of account details to confirm item purchase availability
  • Maintained daily metrics by efficiently completing assigned customer orders.

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.

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

Petroleum Supply Staff Sergeant

United States Army National Guard/Reserves
Cedar Rapids, IA
03.2008 - 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

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

Education

High school diploma -

East High School
Waterloo, IA

Basic Leadership Course -

United States Army
Virginia
06-2020

ALC Certification - Advanced Leadership Course

Advanced Leadership Course
Virginia
05-2023

Skills

  • Cross-Functional Teamwork
  • Flexible Problem-Solving
  • Thoroughness in Analysis
  • Effective Issue Resolution
  • Interpersonal Insight

Timeline

Open Order Managment

Grainger
06.2024 - Current

Senior Customer Experience Rep (Help Phone)

Grainger
01.2021 - Current

Customer Experience Rep

Grainger
01.2018 - 01.2021

Life insurance Agent

Cuna Mutual
01.2017 - 01.2018

Debt Collector/Team Captain

CBE, Inc.
01.2010 - 01.2015

Petroleum Supply Staff Sergeant

United States Army National Guard/Reserves
03.2008 - Current

High school diploma -

East High School

Basic Leadership Course -

United States Army

ALC Certification - Advanced Leadership Course

Advanced Leadership Course

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DOUGLAS SNELL