Jack Rains
Westlake,United States
Summary
Dedicated Customer Support Representative with extensive experience in managing high-volume calls, emails, and chats. Skilled in utilizing customer relationship management software and ticket handling systems to enhance service delivery. Strong problem-solving capabilities and effective communication foster successful conflict resolution and drive continuous improvement.
Overview
4
4
years of post-secondary education
7
7
years of professional experience
Work History
Customer Support Representative
NVent
Solon, Ohio
07.2023 - Current
- Proficiently handle customer inquiries
- Ensured customer satisfaction by streamlining processes to address all needs
- Promote team collaboration to ensure customer satisfaction
- Implemented innovative problem-solving techniques to improve customer experience
- Supported North American and Latin American accounts in Lightning protection division
- Manages order entry quoting pricing invoicing returns claims orders and shipping
Store Manager
Dicks Sporting Goods
North Olmsted
08.2022 - 05.2023
- Created schedules for team of 40+ employees, achieving 95% effectiveness and accuracy in staffing.
- Held weekly leadership meetings with the management team to go over new strategies to increase customer service.
- Had two fiscal quarters over 40% to plan sales on B&M and Online sales.
- Achieved over 40% growth in planned sales for two fiscal quarters across B&M and online sales.
Assistant Store Manager
Dicks Sporting Goods
North Olmsted
04.2022 - 08.2022
- Trained and developed team to uphold merchandising and visual standards, enhancing customer experience.
- Implemented new approach for customer loyalty and credit sign-ups, raising scorecard percentage from 79% to 85% and sustaining improvement.
- Assisted store manager with daily operations by taking care of I-9 compliance, minor labor laws and record retention to create a hassle free office space.
Department Lead Key Lead
Dicks Sporting Goods
North Olmsted
01.2021 - 04.2022
- Managed opening and closing operations of the building, ensuring smooth transitions for staff and customers.
- Maintained high visual and customer service standards in a high-volume store, contributing to a positive shopping experience.
- Assisted with inventory replenishment in department and training teammates that were brought on to my department.
Customer Service Representative
Dicks Sporting Goods
Strongsville
09.2019 - 01.2021
- Created an environment that welcomed customers through high energy and a passion for service.
- Greeted customers using Dick’s Sporting Goods service standards and store policies.
- Processed returns, exchanges, and refunds through POS systems.
- Assisted shoppers with product selection across apparel, footwear, and equipment.
Education
B.A. - Communications
Cleveland State
Cleveland, OH 08.2018 - 05.2022
Skills
- Customer Service
- Customer Engagement
- Client relations
- Problem Solving
- Critical thinking
- Decision Making
- Ability to Multitask
- Time Management
- Prioritization skills
- Works under pressure
- Team Collaboration
- Teamwork
- Leadership
- Communication
- Verbal communication
- Interpersonal Skills
- Adaptability
- Microsoft Excel
- Presentation software
- Client relations
Timeline
Customer Support Representative
NVent
07.2023 - Current
Store Manager
Dicks Sporting Goods
08.2022 - 05.2023
Assistant Store Manager
Dicks Sporting Goods
04.2022 - 08.2022
Department Lead Key Lead
Dicks Sporting Goods
01.2021 - 04.2022
Customer Service Representative
Dicks Sporting Goods
09.2019 - 01.2021
B.A. - Communications
Cleveland State
08.2018 - 05.2022