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
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
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