Microsoft Office
Emery Kerby
Customer Support Specialist
Victorville,CA
Summary
Service-focused Customer Support Specialist bringing unparalleled skills in customer relations, task prioritization and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Proficient in customer service management software with expertise in related roles.
Overview
16
16
years of professional experience
4
4
years of post-secondary education
Work History
Office Manager/Customer Support Specialist
JD Builders
Victorville, CA
01.2009 - 10.2020
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
- Described product highlights and benefits to help guide purchasing decisions.
- Collected vital information to support company and associates through interviews and data analysis.
- Maintained 80% success rate on first-call resolutions, escalating complex concerns to supervisors or field personnel to achieve necessary support.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Answered constant flow of customer calls with minimal wait times.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Handled day-to-day customer contact via phones, faxes and emails.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Used Salesforce to keep records of customer interactions, customer accounts and file documents.
- Answered average of 75+ calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
Sales Manager
MoMac
Placerville, CA
08.2004 - 12.2008
- Developed and implemented comprehensive salesperson training program.
- Improved sales processes to streamline customer acquisition and onboarding strategies.
- Resolved customer issues quickly and managed over 50 accounts to increase sales and meet quotas.
- Identified, hired and trained highly-qualified staff by teaching best practices, procedures and sales strategies.
- Handled customer relations issues, enabling quick resolution and client satisfaction.
- Supervised sales team of 10 people, stepping in to support employees and deliver smooth sales processes for clients.
- Reorganized and optimized leads management by implementing Salesforce CRM solution.
- Motivated team members to meet and exceed objectives by setting goals, tracking performance on daily basis and implementing improvement strategies.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Upheld company policies and implemented standards fairly.
- Produced contracts, reports, letters, and proposals for clients.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
Education
High School Diploma -
Lighthouse Christian Academy
New Port Richey, FL 08.2000 - 06.2004
Skills
Customer relations and communications
Office administration
Office management
Multi-line phone proficiency
65 WPM typing speed
Complaint resolution
Creative problem solving
CRM
Staff education and training
Account management
Staff Management
Key Performance Indicators
Office Support
Customer service and support
Software
Project Management
Zendesk
Salesforce
Social Media
MS Access
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The ones who are crazy enough to think they can change the world, are the ones that do.
Steve Jobs
Timeline
Office Manager/Customer Support Specialist
JD Builders
01.2009 - 10.2020
Sales Manager
MoMac
08.2004 - 12.2008
High School Diploma -
Lighthouse Christian Academy
08.2000 - 06.2004