Ian Goodman
Cornelius
Summary
Dynamic, results-driven professional with a proven track record of exceeding targets and fostering success in fast-paced environments. Expertise in combining strategic thinking with hands-on experience to deliver impactful solutions that enhance organizational performance. Recognized for reliability and adaptability, with a swift capacity to learn and implement new skills effectively. Committed to leveraging strengths to drive team success and contribute meaningfully to organizational growth.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative
American Tire Distributors
03.2024 - Current
- Customer Service & Support
- Product Knowledge & Sales Assistance
- Conflict Resolution & De-escalation
- Order Fulfillment & Backorder Management
- Cross-Functional Collaboration
- Time Management & Multitasking
- Remote Work Experience
- Quality Assurance (QA) & Attention to Detail
- Microsoft Teams, Excel, Word, PowerPoint
- CRM Software & Data Management
- Maintain high customer satisfaction levels by providing prompt, friendly, and professional responses to inquiries via phone, email, and chat.
- Achieved an exceptional QA score by consistently adhering to established practices and procedures, ensuring high-quality service for all customers.
- Demonstrated in-depth product knowledge to assist customers with product inquiries, helping guide purchasing decisions and upselling when appropriate.
- Resolve customer issues with empathy and efficiency, utilizing de-escalation techniques to maintain positive customer relationships.
- Collaborated with a team to fulfill backorders by sourcing products from alternate distribution centers, ensuring timely delivery and minimizing delays.
- Contribute to the company's sales goals by providing knowledgeable support and ensuring seamless communication between departments to fulfill customer orders.
- Collaborate with team members to share best practices, improve processes, and address customer feedback for continuous improvement.
Account Manager
12 Oaks Parking Services
10.2021 - 03.2024
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Facilitated training workshops for staff on effective communication and problem-solving techniques with clients.
- Creating schedules that provide 24/7 service with over 10 employees
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Review and approve timesheets and payroll
- Working with the client each week to show transparency, go over revenue and expenses, quality service standards, and SOP checklists
- Work directly with HR to hire, interview, and onboard new employees
- Generate reports weekly for car counts, report revenue per car, track tips, calculate and assign tip-outs per day
- Implemented CRM system to track client interactions and feedback, leading to more personalized service.
- Work Directly with my staff and the client to uphold customer service standards
- Review claims, and audit the work we do ensuring standards are met and procedures are being followed to avoid risks
- Key responsibilities of my day-to-day work life include daily checkups with the staff on-site making sure all questions are being answered, all procedures are being followed to uphold our guest satisfaction standards, and our compliance with proper safety procedures
- Weekly attend meetings with my leadership team to review my account and others to see what can be done better, what is working well for each location.
Automotive Assistant
Lake Norman Auto Exchange
06.2021 - 08.2021
- Seasonal Summer Job when home from school
- Father Son ran a dealership specializing in used as well as high-end consignment vehicles
- During my time here some of my duties were as followed
- I thank this job for getting me into the automotive industry and inevitably pushing me to work valet with 12 Oaks
- Alert manager with a report of each car when it came onto our lot
- This will include all information on the vehicle, any engine codes the vehicle has, any issues I see having to do with paint, panel gap, interior cleanliness
- Port cars from our dealership to a storage lot or to a shop to have work done on the car and inform the shop what was to be done or what issues the car is having
- Take professional photos of the vehicles for the website
- Helped customers and greet them often times I helped show the car and assisted when needed to show how to use the infotainment system
- Detailer, I was mainly a detailer here doing paint corrections and full interior deep cleans
- But I always stepped up trying to do/learn more whenever I could
- Video call customers, A lot of our inventory where either consignments from a collector or collector editions, thus driving a large group of customers from all over who often wanted to video call before they flew out to see it in person
- I would give them a full inside and out tour, show the creature comforts etc.
Cashier / Associate
Ingles Markets LLC
08.2017 - 05.2021
- Maintained a cash drawer
- Worked in a fast and friendly environment
- Provided Exceptional Customer service
- Helped Maintain grocery stock and inventory.
Education
Bachelor's - Business Management
Southern New Hampshire University
Hooksett, NH05.2024
Associate in Arts - undefined
Mitchell Community College
Statesville, NC05.2020
Skills
- Active listening
- Critical thinking
- Account Management
- Supervising
- Organizational Skills
- Team Training
- Microsoft Excel
- Client Relationship Management
- Revenue reporting
- Retail sales
- Microsoft Word
- Customer Service
- Relationship Building
- Revenue Generation
- Guest Services
- Flexible in the workplace
- Open to learning and actively listening
- Data Analytics
- Proficient in technology
- Client Relations
- Professional Communication
- Performance Evaluations
- Complaint Management
- Data entry
- Computer skills
- Communication skills
- Customer service
- Microsoft Office
- English
- Guest services
- Phone etiquette
- Organizational skills
- Microsoft Powerpoint
- Microsoft Outlook
- Administrative experience
Certification
Driver's License
Timeline
Customer Service Representative
American Tire Distributors
03.2024 - Current
Account Manager
12 Oaks Parking Services
10.2021 - 03.2024
Automotive Assistant
Lake Norman Auto Exchange
06.2021 - 08.2021
Cashier / Associate
Ingles Markets LLC
08.2017 - 05.2021
Associate in Arts - undefined
Mitchell Community College
Bachelor's - Business Management
Southern New Hampshire University