Frank Duncan
Ballston Lake
Summary
Dynamic Customer Experience Director at Flyshack Inc. with a proven track record in enhancing customer satisfaction through innovative policies and performance evaluations. Expert in conflict resolution and employee training, I successfully drove process improvements that elevated service quality and responsiveness, fostering strong customer relationships and achieving significant operational success.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Experience Director
Flyshack Inc.
Gloversville
09.2021 - 03.2024
- Developed customer service policies and procedures to ensure a consistent and positive experience.
- Developed key performance indicators used to measure success in achieving high levels of customer satisfaction.
- Interviewing and hiring recommendations for new employees.
- Scheduling for customer service staff, as well as for the retail shop.
- Facilitated training sessions for new employees on company policies and procedures.
- Oversaw the development of training materials designed to educate team members on how best to provide excellent customer service.
- Conducted regular performance evaluations of customer service staff and provided constructive feedback. Provided feedback to team members on their job performance during one-on-one meetings.
- Created strategies to improve customer satisfaction by focusing on product quality, delivery speed, and customer service responsiveness.
- Developed and implemented customer service policies and procedures to ensure a consistent and high-quality customer experience.
- Drove customer escalations to resolution by engaging directly with clients.
- Trained and mentored customer service staff in best practices and company standards.
- Provided feedback to team members on their job performance during one-on-one meetings.
- Identified opportunities for improving existing processes related to providing an outstanding level of service.
- Managed customer complaints and resolved complex issues to maintain customer satisfaction.
- Established relationships with external vendors that are essential for providing superior levels of support during peak times.
- Responsible for the day-to-day operations of the on-premises fly shop. Including, but not limited to, scheduling, stocking, displays, and specials..
Fly Master (fishing Fly Designer, Quality Control)
Flyshack Inc.
Gloversville
03.2017 - 08.2021
- Examined product samples, adjusting designs to achieve desired results.
- Developed detailed, standardized recipes and fly samples of new fly patterns, as well as all existing fly patterns, for production houses.
- Adapted other designers' concepts for commercial market.
- Worked with the production houses via email, phone, and in person to ensure the correct tying methods and materials were used in creating the finished flies.
- Conducted quality control checks of incoming shipments of flies.
- Consulted on new fly-fishing products for production, including flies, fly-fishing lines, and fly-fishing rods.
Retail Fly-Fishing Expo Staff
Flyshack Inc.
Gloversville
01.2013 - 02.2020
- Set up and break down of retail expo booths and displays.
- Met incoming customers pleasantly and offered support and service with expert advice on fly-fishing, fly-tying, and rod building.
- I checked customers out at the register.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education
Associate of Arts - Occupational Studies in Culinary Arts
New England Culinary Institute
Montpelier, VT05-2004
Skills
- Customer service
- Performance evaluation
- Employee training
- Process improvement
- Customer satisfaction
- Conflict resolution
- Customer relationship management
- Communication skills
- Problem solving
- Adaptability
- Multitasking
Certification
- Red Cross Adult CPR and First Aid
- New York State Licensed Outdoor Guide in Fishing, Hunting, Camping, Hiking and Small Boats.
References
References available upon request.
Timeline
Customer Experience Director
Flyshack Inc.
09.2021 - 03.2024
Fly Master (fishing Fly Designer, Quality Control)
Flyshack Inc.
03.2017 - 08.2021
Retail Fly-Fishing Expo Staff
Flyshack Inc.
01.2013 - 02.2020
Associate of Arts - Occupational Studies in Culinary Arts
New England Culinary Institute
Similar Profiles
Nathan CroteauNathan Croteau
Ticket Taker at Saratoga Performing Arts CenterTicket Taker at Saratoga Performing Arts Center
Jeff SheinJeff Shein
Staff IT Technology Analyst at Regeneron PharmaceuticalsStaff IT Technology Analyst at Regeneron Pharmaceuticals
Nicholas TobinNicholas Tobin
Restaurant Shift Lead at ImpactRestaurant Shift Lead at Impact
Troy TurnbullTroy Turnbull
Auto Body Technician at Mohawk Collision CenterAuto Body Technician at Mohawk Collision Center
MARYAM HAMAD AL MESAFRIMARYAM HAMAD AL MESAFRI
Customer Experience Director at Ras Al Khaimah Economic Zones (RAKEZ)Customer Experience Director at Ras Al Khaimah Economic Zones (RAKEZ)