Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Gary Perry

Roanoke,VA

Summary

Adept at navigating high-stress customer service scenarios, I leveraged my critical thinking and product knowledge skills to enhance service delivery at Wells Fargo. Recognized for transforming customer complaints into loyalty, my approach boosted satisfaction ratings significantly. My leadership at Chipotle further honed my team development and complaint handling abilities.

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

7
7
years of professional experience

Work History

Customer Service Representative

Wells Fargo
01.2023 - Current
  • 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.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.

Service Manager

Chipotle
02.2023 - 01.2024
  • Resolved customer complaints in professional and timely manner.
  • Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
  • Hired, trained and supervised team of service staff members to meet business goals.
  • Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
  • Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
  • Implemented strategies to increase customer service satisfaction ratings.
  • Monitored service staff performance and provided feedback for improvement.
  • Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
  • Enhanced safety protocols for service operations, resulting in reduction in workplace accidents and ensuring compliance with regulatory standards.

Shift Lead Manager

Five Guys
10.2019 - 02.2023
  • Cooperated with coworkers to improve customer experience and manage storefront.
  • Exercised composure under pressure and in escalated customer service scenarios.
  • Managed inventory effectively, reducing wastage and optimizing stock levels for peak demand periods.
  • Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
  • Coached crew members to optimize performance and motivate toward more efficient work.
  • Led by example, demonstrating a strong work ethic and commitment to excellence that motivated team members to strive for their best performance.
  • Worked closely with team members to schedule breaks and shifts to meet state regulations.
  • Oversaw daily operations, ensuring compliance with company policies, safety regulations, and industry best practices.

Team Leader

Chic-Fil-A
10.2017 - 10.2019
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
  • Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
  • Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
  • Assisted in recruitment to build team of top performers.

Education

Psychology/Communication -

Montgomery College
Rockville, MD

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Problem resolution
  • Call center experience
  • Computer proficiency
  • Complaint handling
  • Microsoft Excel
  • Scheduling
  • Product knowledge
  • Appointment scheduling
  • Team development
  • Staff training
  • De-escalation techniques
  • Dispute resolution
  • Customer education
  • Product and service solutions

Timeline

Service Manager

Chipotle
02.2023 - 01.2024

Customer Service Representative

Wells Fargo
01.2023 - Current

Shift Lead Manager

Five Guys
10.2019 - 02.2023

Team Leader

Chic-Fil-A
10.2017 - 10.2019

Psychology/Communication -

Montgomery College

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Gary Perry