Gordon Ellis Jr.
Schenectady,NY
Summary
Adept at enhancing team efficiency and customer retention, I excelled as a Call Center Team Lead at T-Five Services, mastering escalation handling and team management. My tenure at Gochee's Garage further honed my technical support skills, ensuring peak operational performance. Committed to continuous learning, I consistently leverage my knowledge database understanding and coaching abilities to drive success. Focused Team Lead with over 5 years of experience in call center sales, service and support. Knowledgeable manager and problem-solver with strong record of accomplishment in meeting and exceeding productivity targets.
Overview
20
20
years of professional experience
Work History
Call Center Team Lead
T-Five Services
11.2019 - Current
- Responded to team support questions quickly to maintain call center efficiency.
- Handled advanced issues with calm, knowledgeable and professional approach.
- Ensured high-quality service by monitoring calls, providing feedback, and coaching team members on areas for improvement.
- Participated in the recruitment process to identify top talent for call center positions, ensuring a strong foundation for continued success.
- Improved customer retention rates by addressing escalated issues promptly and professionally, ensuring positive resolution for both parties involved.
- Promoted a culture of continuous learning within the team by sharing resources on industry updates and best practices.
Automotive Service Technician
Gochee's Garage
03.2004 - 11.2019
- Changed, rotated, and balanced tires on different types of vehicles.
- Performed diagnostic and troubleshooting procedures to find and identify root causes of mechanical issues.
- Inspected and tested vehicles and completed preventive maintenance such as engine tune-ups, oil changes, tire rotations, wheel balancing, and filter replacement.
- Located and removed defective parts for skilled adjustment, repair or replacement.
- Completed full vehicle inspections to check for leaks, damage, or other issues of concern.
- Analyzed and located malfunctions in brakes, motors, switches, and control systems.
- Maintained a clean, organized, and safe work environment to promote optimal productivity and adherence to safety standards.
- Utilized advanced diagnostic tools to quickly identify vehicle issues, reducing troubleshooting time and labor costs.
- Troubleshot and diagnosed faults with vehicle systems and components using OEM-specific code readers, diagnostic trees, and online knowledge bases.
- Corrected faults and maximized performance by rebuilding systems and individual components.
- Consistently met or exceeded productivity goals by effectively managing time and prioritizing tasks accordingly.
- Collaborated with service advisors to provide accurate repair estimates and ensure clear communication with customers.
- Used specialized tools to detect leaks in gas and refrigerant systems.
- Contributed to team success by sharing technical expertise during challenging diagnostic scenarios or difficult repairs.
- Stayed current on industry trends, attending training seminars regularly to update skills as new technologies emerged in automotive repair.
- Trained and coached junior employees on procedures for completing various types of repairs and maintenance on cars and light trucks.
Education
No Degree - Business Administration And Management
Bryant And Stratton College
Getzville, NY06.1994
No Degree - Automotive Sciences
Hudson Valley Community College
Troy, NY06.1992
High School Diploma -
Albany High School
Albany, NY06.1990
Skills
- Knowledge database understanding
- Call Center Customer Service
- Team Management
- Escalation Handling
- Call Routing
- Scripting Knowledge
- Coaching and Mentoring
- Technical Support
- Product and service knowledge
- Computer Skills
- Understanding Customer Needs
- Inbound Call Management
- Order Fulfillment
- Sales and Upselling
- Sales Transactions
- Transaction Processing
Timeline
Call Center Team Lead
T-Five Services
11.2019 - Current
Automotive Service Technician
Gochee's Garage
03.2004 - 11.2019
No Degree - Business Administration And Management
Bryant And Stratton College
No Degree - Automotive Sciences
Hudson Valley Community College
High School Diploma -
Albany High School
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