IAN WHITE
Portland,OR
Summary
Dedicated and dependable Support Specialist exceeding team expectations and providing exceptional customer service. Proficient in client communication systems with excellent technical skills. Eager to expand knowledge and advance as a customer support professional.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Client Service Representative
Cara's Pet Care Services
04.2022 - Current
- Coordinated service schedules, including setting appointments and reaching out to clients about upcoming services
- Delighted customers with personalized service, catering to each person's unique preferences and features
- Updated and maintained customer information records to detail services provided and client preferences
- Resolved guest complaints and ensured customer satisfaction
- Maintained robust schedule of client appointments and continuously high referral rates
- Scheduled client appointments, taking into account special requests and services needed
- Reviewed incoming orders for mistakes to maintain accurate inventory levels
- Utilized downtime to perform routine tasks, preventing service delays
- Kept work area organized and clutter-free
Deli Clerk Lead
New Seasons Market
09.2022 - 12.2024
- Greeted customers at counter to fulfill requests and answer questions.
- Maintained a safe working environment by adhering to food safety guidelines and promptly addressing any hazards.
- Prevented food spoilage by monitoring dates, rotating stock, and following proper storage procedures.
- Improved workflow efficiency by effectively multitasking, prioritizing tasks, and communicating with team members.
- Kept kitchen, counter and dining areas cleaned and sanitized.
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
- Developed strong rapport with customers by offering personalized service, answering questions, and making recommendations based on preferences.
- Assisted in training new employees on proper deli procedures, ensuring consistent quality across the team.
- Responded to telephone inquiries regarding available products and services and helped customers make appropriate choices.
- Properly labeled and stored food and fresh ingredients in cooler or freezer to optimize freshness.
- Learned other teammates' work tasks to train as backup.
- Increased employee retention rates by providing ongoing support and mentorship to new hires during their onboarding process.
- Managed a team of trainers, effectively delegating tasks and monitoring performance to maintain high-quality training delivery.
- Oversaw day-to-day functions of training department.
Lead Enrollment Support Specialist
KinderCare
02.2022 - 09.2022
- Resolved parent inquiries, complaints, and issues providing insightful solutions
- Answered inbound calls to greet and assist parent with various needs and questions
- Researched assistance requested and offered accurate information to resolve issues and respond to inquiries
- Communicated with parents over phone, and chat platforms
- Handled escalated callers and chats to reach positive outcomes
- Returned parent calls, chat, and responded to inquiries and complaints
- Documented detailed notes in CRM system to track parent interactions
- Resolved product and service issues promptly
- De-escalated parent complaints using specialized communication techniques
- Built strong knowledge of Care Centers to assist customers in selecting services
- Provided solutions, recommendations and referrals with empathy and positive feedback
- Relayed new and relevant information to parents and followed up on promises
- Navigated multiple systems to identify correct placement for families regarding childcare
- Prepared documentation for parent tours and enrollment referrals
- Remained calm, composed, and polite to deescalate un-enrollable parents
- Updated family accounts with current personal and purchasing information
- Used proven techniques to increase enrollments and promote high-value childcare
- Provided key information to supervisors regarding family issues or complaints
- Engaged with parents to understand needs, resolve issues, and answer enrollment questions
- Kept updated on available centers, services, subsidies, and promotions
- Made informed decisions under stressful circumstances
- Followed scripts to maintain good call control
- Met and exceeded daily service quality and performance goals
- Served as friendly first point of contact for family inquiries
- Educated parents by explaining enrollment and center program details in easy-to-understand terminology
- Managed time by prioritizing workload and juggling multiple tasks simultaneously
- Referred parents to appropriate departments or personnel to swiftly resolve issues
Customer Service Representative
Nautilus
08.2020 - 02.2022
- Resolved customer inquiries, complaints, and issues providing insightful solutions
- Answered inbound calls to greet and assist customers with various needs and questions
- Researched assistance requested and offered accurate information to resolve issues and respond to inquiries
- Communicated with clients over phone platforms
- Handled escalated callers to reach positive outcomes
- Returned customer calls and responded to inquiries and complaints
- Documented detailed notes in CRM system to track customer interactions
- Resolved product and service issues promptly
- De-escalated customer complaints using specialized communication techniques
- Built strong knowledge of product line to assist customers in selecting products
- Completed paperwork for orders and new service actions
- Provided solutions, recommendations and replacements with empathy and positive feedback
- Relayed new and relevant information to customers and followed up on promises
- Navigated multiple systems to identify source of issue
- Prepared documentation for customer contracts and transactions
- Remained calm, composed and polite to deescalate aggressive customer behavior
- Updated customer accounts with current personal and purchasing information
- Used proven techniques to increase sales and promote high-value products
- Provided key information to supervisors regarding customer issues or complaints
- Engaged with customers to understand needs, resolve issues, and answer product questions
- Kept updated on available products, services and promotions
- Made informed decisions under stressful circumstances
- Followed scripts to maintain good call control
- Met and exceeded daily service quality and performance goals
- Exchanged merchandise and refunded money to adjust customer accounts and resolve billing issues
- Served as friendly first point of contact for customer inquiries
- Educated customers by explaining complex details in easy-to-understand terminology
- Managed time by prioritizing workload and juggling multiple tasks simultaneously
- Referred customers to appropriate departments or personnel to swiftly resolve issues
- Determined charges for services requested, collected deposits, or payments, and arranged for billing
Lead Sales Floor Associate
Target Tech
08.2014 - 06.2020
- Company Overview: Driving sales productivity and customer satisfaction within Target Mobile retail locations on various Wireless products, accessories and services to customers
- Upheld organizational, cleanliness, and recovery standards for sales floor and helped maintain entire store at professional level
- Maintained signs and labels to communicate accurate pricing and promotions to customers
- Supported and embodied positive store culture through consistent honesty, integrity, and respect
- Incorporated constructive feedback to continuously improve abilities and sales success
- Driving sales productivity and customer satisfaction within Target Mobile retail locations on various Wireless products, accessories and services to customers
Cashier
Endless Summer
06.2013 - 06.2014
- Adhered to cash handling policies and procedures
- Counted money in cash drawers and balanced drawer at beginning and end of shift
- Found ways to improve customer experience and acted as store brand ambassador
- Bagged and packaged customer orders and purchases
- Answered questions regarding special and seasonal products
Education
High School Diploma -
Los Alamitos
Norco College
Skills
- Customer relations
- Complaint documentation
- Account updating
- Call escalation
- Lead generation
- Call center procedures
- Customer service
- Multi-line telephone operations
- Product education
- Conflict resolution
- Client communication
- Refunds processing
- Service upselling
- Staff training
- Data entry
- Problem resolution
- Computer Hardware Knowledge
- Computer Software Knowledge
- Operating Systems
- Problem-solving
- Troubleshooting
- System upgrades
- Program support
- Product knowledge
- Brand representation
- Data analytics
- Software testing
- End-user support
- Optimize system performance
- Repair hardware
Certification
Google IT Support Professional Certificate, In Progress
Timeline
Deli Clerk Lead
New Seasons Market
09.2022 - 12.2024
Client Service Representative
Cara's Pet Care Services
04.2022 - Current
Lead Enrollment Support Specialist
KinderCare
02.2022 - 09.2022
Customer Service Representative
Nautilus
08.2020 - 02.2022
Lead Sales Floor Associate
Target Tech
08.2014 - 06.2020
Cashier
Endless Summer
06.2013 - 06.2014
Norco College
High School Diploma -
Los Alamitos
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