Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Gregory Potts

Holland,MI

Summary

Enthusiastic Senior Customer Service Representative with more than 17 years of customer service and order management experience adds value to business by providing outstanding customer service, engaging customers and building relationships with buyers. Exhibits strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at high level to consistently meet or exceed business quality and productivity standards.

Overview

36
36
years of professional experience

Work History

Senior Customer Service Representative

West Michigan Uniform
Holland, MI
11.2020 - Current
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Escalated issues to proper supervisors when standard processes were not effective.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Researched and rapidly resolved client conflicts to maintain key accounts.
  • Engaged clients in person and over phone to answer questions and address complaints.
  • Collaborated with production and shipping teams to determine likely timetables and organize efficient deliveries.
  • Responded to customer calls and emails to answer questions about products and services.
  • Informed customers of product, price and policy changes to educate on issues and resolve concerns.
  • Processed, scheduled and executed customer orders for new and established customers.
  • Leveraged consistent, successful strategies to meet and exceed performance goals.
  • Visited customer offices to handle on-site concerns and maximize account loyalty.
  • Developed and maintained strong relationships with customers to foster repeat business.
  • Coached new team members on service techniques and provided scoring through quality assurance program.
  • Assisted customers with product selection, troubleshooting and problem resolution.
  • Proactively addressed customer concerns in order to prevent escalations and complaints.
  • Handled customer inquiries and complaints with professionalism to restore satisfaction.
  • Checked status of orders and back-ordered products to coordinate efficient shipments.

Route Manager

West Michigan Uniform
Holland, MI
01.2013 - 11.2020
  • Managed end-of-day check-in process to capture and communicate key service, safety and equipment issues.
  • Planned, distributed, monitored and followed up on daily route assignments to service customers per company standards and agreements.
  • Conducted driver ride-alongs and observations to evaluate and improve driver performance.
  • Visited customers and customer sites to evaluate and resolve safety issues.
  • Visited customers and customer sites to evaluate and resolve safety issues and seek service alternatives.
  • Prospected for leads to build pipeline and convert to sales opportunities.

Customer Service Representative

West Michigan Uniform
Holland, MI
05.2005 - 01.2013
  • Provided primary customer support to internal and external customers.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Updated account information to maintain customer records.
  • Responded to customer requests for products, services, and company information.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Maintained up-to-date knowledge of product and service changes.
  • Delivered prompt service to prioritize customer needs.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Managed timely and effective replacement of damaged or missing products.

Apprentice and Journeyman Plumber

Genzink Plumbing
Holland, MI
03.1998 - 05.2005
  • Measured, threaded, and cut materials to correct angles.
  • Inspected sewers and piping systems to assess quality and condition.
  • Selected type and size of piping required for each project.
  • Installed valves, hangers, supports, and flanges inside piping systems.
  • Interpreted blueprints to determine locations, quantities, and sizes of materials required.
  • Filled pipe systems with water and air to determine location of leaks.
  • Independently worked on projects, while offering process coordination and cooperation with other teams.
  • Complied with state plumbing codes throughout duration of each project.
  • Read blueprints to determine appropriate materials and procedures for each project.
  • Completed valve, hangar and flange installations.

Manufacturing Associate & Scheduling

Herman Miller
Zeeland, MI
11.1986 - 03.1998
  • Inspected finished products for quality and adherence to customer specifications.
  • Made sure that products were produced on time and are of good quality.
  • Organized work to meet demanding production goals.
  • Assembled products according to changing daily work orders and specific customer needs.
  • Utilized hand tools and machinery to safely complete assembly processes.
  • Collaborated with team members to meet production deadlines.
  • Assembled products to meet production requirements and daily established quotas.

Education

Associate of Arts - Hospitality/Sales & Marketing

Davenport University
Grand Rapids, MI
12.1985

Skills

  • Client Engagement
  • Training and Development
  • Selling Skills
  • Order Management
  • Coaching and Mentoring
  • Articulate Communication
  • Customer Support
  • Quality Assurance
  • Goals and Performance
  • Conflict Resolution
  • Complaint Resolution
  • Good Communication Skills
  • KPI Monitoring
  • Customer Relations
  • Account Resolutions
  • Performance Feedback
  • Resolving Customer Issues
  • Sales

Timeline

Senior Customer Service Representative

West Michigan Uniform
11.2020 - Current

Route Manager

West Michigan Uniform
01.2013 - 11.2020

Customer Service Representative

West Michigan Uniform
05.2005 - 01.2013

Apprentice and Journeyman Plumber

Genzink Plumbing
03.1998 - 05.2005

Manufacturing Associate & Scheduling

Herman Miller
11.1986 - 03.1998

Associate of Arts - Hospitality/Sales & Marketing

Davenport University

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Gregory Potts