Drew Layman
Abingdon,MD
Summary
Dynamic customer service professional with a proven track record at Dee’s Flowers, excelling in customer inquiry resolution and enhancing satisfaction. Skilled in CRM documentation and team collaboration, I leverage strong communication and critical thinking abilities to deliver tailored solutions and improve response times, ensuring exceptional experiences for all clients.
Overview
8
8
years of professional experience
Work History
Server
Venetian
Edgewood, Mayland
02.2021 - 10.2023
- Provided exceptional customer service to enhance guest experiences.
- Collaborated with team members to ensure timely and accurate order delivery.
- Maintained cleanliness and organization of dining area to meet health standards.
- Assisted in training new staff on menu items and service protocols.
- Adapted quickly to changing demands during peak hours for efficient service.
- Utilized POS systems for accurate order processing and payment handling.
Customer Service Representative
Dee’s Flowers
Aberdeen, MD
05.2018 - Current
- Resolved customer inquiries through phone, email, and chat channels to enhance satisfaction.
- Assisted customers with product selection and provided tailored recommendations based on needs.
- Documented customer interactions accurately in CRM software for future reference and analysis.
- Collaborated with team members to improve response times and streamline support processes.
Marine Mechanic
Argentino Marine
Hav De Grace, Maryland
10.2022 - 11.2025
- Assisted in routine maintenance of marine engines and systems.
- Learned to operate diagnostic tools for troubleshooting mechanical issues.
- Supported team in assembling and disassembling marine components.
- Gained knowledge of safety protocols during repair processes.
- Winterized/ Shrinkwrapped boats during the Winter time
Education
High School Diploma - Engineering
Aberdeen High School
06.2019
Skills
- Customer inquiry resolution
- Product knowledge
- CRM software documentation
- Response time improvement
- Team collaboration
- Mechanical troubleshooting
- Guest experience enhancement
- Communication skills
- Time management skills
- Customer service
- Active listening
- Critical thinking
- Call center experience
- Complaint handling
- Complaint resolution
- Customer satisfaction measurement
- Order processing
- Appointment scheduling
Timeline
Marine Mechanic
Argentino Marine
10.2022 - 11.2025
Server
Venetian
02.2021 - 10.2023
Customer Service Representative
Dee’s Flowers
05.2018 - Current
High School Diploma - Engineering
Aberdeen High School