Ian Crawford
Ocala,FL
Summary
Dynamic professional with a proven track record at Pinnacle Retirement Advisors and Racewash Carwash, excelling in customer service and staff training. Leveraged expertise in CRM and active listening to enhance customer satisfaction and streamline operations. Achieved significant improvements in client relations and operational efficiency, demonstrating exceptional problem-solving and communication skills.
Customer service professional with solid background in delivering exceptional support and solutions. Known for reliability, adaptability, and unwavering commitment to team success. Strong interpersonal skills and ability to navigate complex customer interactions with ease.
Overview
6
6
years of professional experience
Work History
Customer Service Specialist
Pinnacle Retirement Advisors
07.2024 - Current
- Utilized comprehensive understanding of products to offer exceptional customer support.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Clear and concise communication, especially when explaining complex insurance terms and retirement options to clients with varying levels of knowledge.
- Demonstrating empathy and understanding client needs, concerns, and expectations.
- Assessing customer situations, identifying solutions, and making informed recommendations based on each client’s retirement goals.
- Ability to enter and manage sensitive client data with precision and attention to detail.
- Recognizing and validating clients’ concerns and providing tailored guidance based on their individual circumstances.
- Ability to handle multiple inquiries and tasks simultaneously without sacrificing the quality of service.
Assistant Store Manager
Racewash Car Wash
08.2018 - 06.2024
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Managed diverse payment systems efficiently.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Executed detailed walkthroughs to pinpoint and address challenges affecting store operations.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Interacted well with customers to build connections and nurture relationships.
Education
Associate of Science - Business Economics
College of Central Florida
Ocala, FL03-2025
Skills
- Customer service
- Good communication skills
- Customer relations
- Call center experience
- Customer relationship management (CRM)
- Telephone etiquette
- Complaint handling
- Problem resolution
- Price quotes
- Account management
- Process optimization
- Active listening
- Follow-up skills
- Prioritization
- Microsoft outlook
- Critical thinking
- Documentation
- Product knowledge
- Data collection
- Appointment scheduling
- Store maintenance
- Staff training
Timeline
Customer Service Specialist
Pinnacle Retirement Advisors
07.2024 - Current
Assistant Store Manager
Racewash Car Wash
08.2018 - 06.2024
Associate of Science - Business Economics
College of Central Florida
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