Hunter Dreffs
Royal Oak,MI
Summary
Results-oriented individual with a passion for continuous learning, improvement, and innovation. Known for leveraging analytical thinking and creativity to raise questions and solve problems from customer to technical levels.
Overview
8
8
years of professional experience
Work History
Incident Analyst
StockX
Detroit, MI
07.2020 - Current
- Manage and track in/out cash flow for the Customer Service department through assigned daily tasks.
- Assist the Legal department and C-Suite with any escalated customer inquiries.
- Create quarterly projects with a focus on prioritizing business needs and necessary areas of improvement.
- Complete weekly reports for the Finance department.
- Work as a liaison between Customer Service and Engineering by analyzing, troubleshooting, and filtering support tickets.
- Assist the Knowledge Team with creating communications for Customer Service when incidents occur.
- Host workshops with Customer Service Leadership Teams to improve case handling.
- Served as a point-of-contact for customers during major outages or service disruptions.
- Developed incident reports with detailed information on the events that occurred.
- Experienced with a vast majority of the company's systems and vendors.
Escalations Specialist
StockX
Detroit, MI
09.2019 - 06.2020
- Provide exceptional service to customers who have been escalated from frontline agents
- Deescalate tense situations to remedy customer inquiries
- Handle cases sent to any Executives and C-Suite members
- Meet hourly and daily case handling quotas and Stella review score expectations
- Achieved highest monthly customer review score on multiple occasions.
Store Manager
Journeys
Maumee
06.2016 - 09.2019
- Responsible for monthly visual updates to the store
- Exceeded personal sales goals
- Tracked and created reports of daily, weekly, and monthly sales and SOPs
- Managed a team of 8 to 14 employees and trained them in a variety of sales methods, creating merchandising and store displays, and other organizational functions
- Managed and reported weekly stockroom inventory
- Increased the store's total yearly sales from $629K to $990K
- Housed multiple employee of the month awards within the team.
Skills
- Leadership
- Analysis Skills
- Organizational Skills
- Strategic Planning
- Incident Response
- Task Prioritization
- Adaptability and Flexibility
- Analytical Skills
Timeline
Incident Analyst
StockX
07.2020 - Current
Escalations Specialist
StockX
09.2019 - 06.2020
Store Manager
Journeys
06.2016 - 09.2019
Similar Profiles
MOUNIKA DEVARAKONDAMOUNIKA DEVARAKONDA
Software Engineer II at StockXSoftware Engineer II at StockX
Leisa BatesLeisa Bates
Fraud Specialist at StockXFraud Specialist at StockX
Solange CutipaSolange Cutipa
Inbound and Outbound Warehouse Associate at StockXInbound and Outbound Warehouse Associate at StockX
Torica SmithTorica Smith
Seasonal Operations Assistant at StockXSeasonal Operations Assistant at StockX
Sawyer WalkerSawyer Walker
Aero Manufacturing Lead at FORMULA SAEAero Manufacturing Lead at FORMULA SAE