Summary
Overview
Work History
Education
Skills
Timeline
Generic

G. Coe Kittredge

Bedford,MA

Summary

Customer-focused advocate with background in delivering exceptional customer service and resolving complex issues. Possess strong communication skills, ability to build relationships, and adeptness in using customer management software. Contributed significantly to improving customer satisfaction rates and fostering loyalty in previous roles. Driven by desire to exceed expectations while advocating for customers' needs.

Overview

31
31
years of professional experience

Work History

Customer Advocate / Order Support Agent

Best Buy Inc
Bedford, MA
09.2021 - 05.2025
  • Collaborated with colleagues across multiple departments to resolve customer issues quickly and efficiently.
  • Tracked progress on open cases and updated customers regularly on status changes.
  • Maintained a high level of professionalism when interacting with customers.
  • Escalated complex customer cases as necessary to appropriate teams and departments.
  • Provided customer support through phone, email and chat channels.
  • Ensured all customer inquiries were addressed promptly and accurately.
  • Engaged with customers and worked to resolve product and service issues.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Interpreted customer needs and provided appropriate solutions in an efficient manner.
  • Proposed strategies to enhance overall efficiency of support team.
  • Maintained accurate records of customer interactions, documenting solutions and updates to existing issues.
  • Resolved customer inquiries in a timely manner, ensuring satisfaction and understanding of the issue.
  • Participated in team meetings and training sessions related to customer service topics.

Customer Service Representative

Best Buy Inc
Watertown, MA
11.2016 - 09.2021
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Developed positive relationships with customers through friendly interactions.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Developed strong customer relationships to encourage repeat business.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Supported sales team members to drive growth and development.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.

Sales Representative

Lowes Home Improvment
Framingham, MA
09.2011 - 11.2016
  • Developed and maintained relationships with customers to ensure repeat business.
  • Developed key customer relationships to increase sales.
  • Developed and maintained relationships with new and existing clients to increase sales revenue.
  • Negotiated deals and handled complaints or objections.
  • Engaged casual shoppers to provide information about featured products and recommend merchandise, driving sales opportunities.
  • Replenished and arranged items to maintain appearance.
  • Listened to customer needs to identify and recommend best products and services.
  • Identified customer needs by asking questions and advising on best solutions.
  • Greeted and assisted customers to foster positive experiences.
  • Provided every customer with comprehensive assistance upon entering store through merchandise selection and completion of purchases.
  • Operated register, handled cash and processed credit card transactions.
  • Maximized sales by keeping areas tidy, fully stocked and correctly priced.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.

Regional Channel Manager

Kewill Logistics
Marlborough, MA
01.1999 - 05.2007
  • Generated reports on regional performance metrics such as sales volume, market share, customer acquisition rate.
  • Developed promotional material such as brochures and flyers for distribution at trade shows and other events.
  • Developed and implemented regional channel strategies to achieve sales objectives.
  • Built relationships with key regional partners and negotiated contracts to maximize profitability.
  • Provided training, coaching, guidance and support to regional partners on products and services.
  • Participated in conferences and trade shows to stay abreast of industry trends and developments.
  • Collaborated with internal teams to ensure seamless execution of initiatives across the region.
  • Enhanced sales volume through skilled support to both new and inactive customers.

Sales Advisor

DNS Worldwide
Burlington, MA
02.1994 - 06.1998
  • Provided customers with information on products and services available.
  • Attended trade shows and industry events to promote products and services.
  • Performed cold calling to generate leads for prospective clients.
  • Created presentations demonstrating the value proposition of products and services.
  • Demonstrated product features and benefits to potential customers.
  • Used active listening and relationship-building skills to assess customer needs, build rapport and connect with viable solutions.
  • Developed key customer relationships to increase sales.
  • Negotiated deals and handled complaints or objections.
  • Set up meetings with potential clients and listened to their wishes and concerns.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Drove sales of company products and services by meeting with customers using strategic and organized approach.

Education

Some College (No Degree) - Mathematics / Computer Science

UMass Boston
Boston, MA

Skills

  • Customer service and support
  • Issue resolution
  • Relationship management
  • Conflict resolution
  • Effective communication
  • Active listening
  • Problem solving
  • Team collaboration

Timeline

Customer Advocate / Order Support Agent

Best Buy Inc
09.2021 - 05.2025

Customer Service Representative

Best Buy Inc
11.2016 - 09.2021

Sales Representative

Lowes Home Improvment
09.2011 - 11.2016

Regional Channel Manager

Kewill Logistics
01.1999 - 05.2007

Sales Advisor

DNS Worldwide
02.1994 - 06.1998

Some College (No Degree) - Mathematics / Computer Science

UMass Boston

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