Guy C. Welch Jr
Aston,PA
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
25
25
years of professional experience
Work History
Customer Service /Technical Advisor
Southco
01.2020 - Current
- Resolved concerns with products or services to help with retention and drive sales.
- Responded to customer calls and emails to answer questions about products and service
- Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed large key accounts
- Supported daily operations and helped support internal and external customers with the challenges of recent global supply chain issues.
Sr. Transportation Planner
Southco
03.2014 - 01.2020
- Planned pickups and drops for suppliers and carriers.
- Used SAP to create bills of ladings and shipping labels.
- Issued shipping instructions and provided routing information to achieve on-time, accurate deliveries.
- Coordinated all shipments in and out of the facility for a global manufacturing company.
- Team Lead responsible for supporting 10 shippers and material handlers.
- Worked closely with internal customers to assist with long-term business commitments.
Customer Service Team Lead
Southco
05.2008 - 03.2014
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Escalated issues to proper supervisors when standard processes were not effective.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Acting Supervisor for 12 direct reports. Including Sr CSR's and support staff.
Outside Sales Representative
Roberts Oxygen
02.2006 - 05.2008
- Contacted new and existing customers to discuss ways to meet needs through specific products and services.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Kept detailed records of daily activities through online customer database.
- Built diverse and consistent sales portfolio.
- Market and sell oxygen, CO2 cylinders and nitrogen generators to new and existing clients.
- Achieved strong sales results through effective sales strategies and developing positive account relationships.
Inside Sales /Customer Service Representative
Southco
07.2002 - 02.2006
- Trained new personnel regarding company operations, policies and services.
- Updated account information to maintain customer records.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved customer inquiries and complaints quickly.
Human Resource Representative
Southco
05.1998 - 07.2002
- Operated as key business partner to employees, managers, directors and senior leaders to promote HR practices and strategies and enable delivery of specific, measurable business goals.
- Analyzed and reported on employee turnover rates to determine root causes and make recommendations for improvement.
- Planned and managed recruitment activities for new hires using strategic personnel, staffing, and position management practices.
- Answered employee inquiries regarding health benefits and 401k options.
Education
Bachelor of Science - Human Resources Management
Neumann University
Aston Mills, PA05.1998
Skills
- Payment Processing
- Report Transcription
- Special Requests
- Lotus Notes
- Call Center Operations
- Quality Assurance
- Customer Service Excellence
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Timeline
Customer Service /Technical Advisor
Southco
01.2020 - Current
Sr. Transportation Planner
Southco
03.2014 - 01.2020
Customer Service Team Lead
Southco
05.2008 - 03.2014
Outside Sales Representative
Roberts Oxygen
02.2006 - 05.2008
Inside Sales /Customer Service Representative
Southco
07.2002 - 02.2006
Human Resource Representative
Southco
05.1998 - 07.2002
Bachelor of Science - Human Resources Management
Neumann University
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