Eric Farley
Seymour,MO
Summary
Proven leader in customer service, adept at fostering client relationships and resolving complaints, increased customer retention at Hillyard through effective CRM strategies and problem resolution. Skilled in Microsoft Office Suite and team development, demonstrating exceptional communication and organizational abilities.
Overview
20
20
years of professional experience
Work History
Customer Service Specialist
Hillyard
04.2004 - 01.2024
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
- Responded to customer requests for products, services, and company information.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Regional Customer Service Manager
Hillyard
05.2022 - 11.2022
- Mentored junior team members on best practices for handling challenging situations, fostering an environment of continuous learning.
- Managed a team of customer service representatives, ensuring high-quality support and timely issue resolution.
- Aligned department goals with company objectives by collaborating closely with senior leadership during strategic planning sessions.
- Established strong relationships with key accounts by providing exceptional personalized service, resulting in increased loyalty and revenue.
- Implemented proactive communication initiatives to address potential issues before they escalated, reducing client complaints.
- Fostered a positive work environment by promoting teamwork and open communication among team members, leading to increased morale and reduced attrition.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Established team priorities, maintained schedules and monitored performance.
Operations Manager
Hillyard
01.2021 - 05.2022
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Developed and maintained relationships with external vendors and suppliers.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Assisted in recruiting, hiring and training of team members.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Helped with implementing 5S work safety practices at branch
Customer Service Team Supervisor
Hillyard
01.2020 - 12.2020
- Led a team of customer service representatives for increased productivity and overall efficiency.
- Established cross-training opportunities for employees which led to better adaptability during fluctuations in workload demands.
- Improved customer satisfaction ratings by addressing concerns promptly and providing effective solutions.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Attracted potential customers by answering [Product or Service] questions and suggesting information about other products and services.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Evaluated customer service staff performance and provided constructive feedback.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- While in this position, I was also doing purchasing for the branch. The purchasing took up the majority of my time due to Covid and having to find solutions to product shortages
Customer Service Representative
Hillyard
01.2016 - 12.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Participated in training programs to enhance product knowledge and customer service skills.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Cross-trained and provided backup support for organizational leadership.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Cross-trained and backed up other customer service managers.
Customer Service / CCAP Specialist
Hillyard
01.2011 - 12.2015
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Participated in training programs to enhance product knowledge and customer service skills.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Cross-trained and provided backup support for organizational leadership.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Cross-trained and backed up other customer service managers.Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Gathered, organized and input information into digital database.
- Collected, arranged, and input information into database system.
- Hillyard came out with a Cost Analysis Program to help customers analyze an overall budget. I was the lead person at the branch to help implement this program with management and sales team
Customer Service Representative
Hillyard
01.2007 - 12.2010
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Participated in training programs to enhance product knowledge and customer service skills.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Cross-trained and provided backup support for organizational leadership.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Cross-trained and backed up other customer service managers.
Warehouse Associate
Hillyard
04.2004 - 12.2006
- Prepared orders for shipment by picking, packing, and labeling merchandise.
- Collaborated with team members to achieve daily targets and complete tasks efficiently.
- Worked safely around moving machinery.
- Performed inventory control, such as counting, and stocking merchandise.
- Assembled orders and packed items for shipment, conveying orders to shipping personnel
- Displayed adaptability by taking on various roles within the warehouse as needed, including receiving, shipping, or inventory control duties.
- Manually or mechanically loaded and unloaded materials from pallets, skids, platforms, cars, lifting devices, or other transport vehicles
- Operated various types of equipment such as forklifts, pallet jacks, or hand trucks safely while moving products throughout the facility.
- Assisted in training new hires, sharing best practices and providing support for their integration into the team.
- Enhanced customer satisfaction through timely shipment of orders, ensuring proper packaging and labeling.
- Loaded, unloaded, and moved material to and from storage and production areas.
- Shipped material and performed boxing, packing, labeling, and preparation of related documents.
- Unpacked and repacked items in different quantities and configurations for shipment.
- Used machinery and equipment such as box cutters, shrink-wrap guns and electric pallet jacks.
Education
High School Diploma -
Glendale High School
Springfield, MO05-2004
Skills
- Customer service
- Good communication skills
- Customer relations
- Telephone etiquette
- Complaint handling
- Problem resolution
- Customer relationship management (CRM)
- Price quotes
- Customer order management
- Senior leadership support
- Data entry
- Computer proficiency
- Product and service solutions
- Microsoft Office Suite
- Service upselling
- Customer education
- Team development
I was awarded the yearly employee of the year award in 2014
Hillyard every year selected an individual from each of it's regions to be awarded the employee of the year. This award is to recognize an indivduals accomplishments throughout the year and someone whom represents the company positively. In 2014, I received the award which I feel helped advance my career further in the company
Timeline
Regional Customer Service Manager
Hillyard
05.2022 - 11.2022
Operations Manager
Hillyard
01.2021 - 05.2022
Customer Service Team Supervisor
Hillyard
01.2020 - 12.2020
Customer Service Representative
Hillyard
01.2016 - 12.2019
Customer Service / CCAP Specialist
Hillyard
01.2011 - 12.2015
Customer Service Representative
Hillyard
01.2007 - 12.2010
Customer Service Specialist
Hillyard
04.2004 - 01.2024
Warehouse Associate
Hillyard
04.2004 - 12.2006
High School Diploma -
Glendale High School
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