Greg Thornton

• 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.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.

• Supervised customer service team to enhance overall performance and satisfaction.
• Collaborated with upper management to refine customer service processes organization-wide.
• Conducted performance evaluations, identifying training needs and developing action plans.
• Established comprehensive training programs on customer service operations and industry standards.
• Partnered with corporate IT to implement effective spending tracking system, generating $250,000 in additional revenue in first year.
• Expedited pricing requests and reviewed bid packages to support management initiatives.
• Worked closely with customers and sales teams to resolve urgent issues promptly.
• Recruited by PCA to cultivate a collaborative culture within customer service operations.

• Oversaw estimating department, reviewing all pricing requests for accuracy and viability.
• Supervised customer service team, fostering a collaborative culture and enhancing employee engagement.
• Implemented paperless practices, significantly reducing overtime in estimating and customer service departments.
• Conducted performance evaluations, identifying training needs and creating action plans for improvement.
• Collaborated with upper management to enhance customer service processes across the organization.
• Established training programs focused on critical skills, including Adobe, Excel, and machine operations.
• Managed vendor relationships, ensuring optimal pricing and delivery expectations.
• Followed up on client requests to promptly resolve issues.

• Called on customers throughout southern Michigan.

• Operated multiple die cutters, including 66” Flexo and 50” press.

• Functioned as first helper on 37” Flexo and 24” mini Flexo.

• Managed smart cart operations along with various machines, such as taper and glue equipment.

• Utilized forklift to support shipping and warehouse operations.