Jacob Smith
Centreville,MI
Summary
Dynamic customer service professional with extensive experience at Great Lakes Structures, excelling in conflict resolution and relationship building. Proven track record of enhancing customer satisfaction through effective complaint handling and active listening. Adept at utilizing critical thinking to drive sales growth and improve user experience, fostering loyalty and repeat business.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Great Lakes Structures
05.2021 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Marketing Officer
Great Lakes Structures
05.2021 - Current
- Increased brand awareness by implementing targeted marketing campaigns and strategies.
- Coordinated with internal business divisions, agency partners and local vendors to guarantee on time, cost-effective delivery of all marketing communications materials.
- Managed social media channels to boost online presence and engagement with consumers.
Commercial Truck Driver
Great Lakes Structures
05.2021 - Current
- Demonstrated safe driving by following regulations and safety procedures, resulting in zero accidents.
- Minimized delays by planning and adjusting routes to account for changing weather and traffic conditions.
- Streamlined loading and unloading processes, ensuring accurate cargo handling and minimizing potential damages.
- Established strong relationships with clients by delivering exceptional service consistently throughout each interaction.
Dispatcher
Great Lakes Structures
05.2021 - Current
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Demonstrated adaptability in evolving situations by adjusting strategies in real-time as new information became available.
Delivery Manager
Great Lakes Structures
05.2021 - Current
- Managed relationships with key stakeholders to ensure smooth project deliveries and overall satisfaction.
- Acted as a liaison between the delivery team and upper management, effectively communicating concerns and suggestions for improvements.
- Managed resources effectively to avoid unnecessary delivery delays.
- Championed a customer-centric approach, consistently seeking feedback from clients to make improvements and enhance the overall delivery experience.
Delivery Driver
Great Lakes Structures
05.2021 - Current
- Completed on-time deliveries by choosing best and most efficient routes.
- Maintained upbeat, positive attitude in busy, customer-focused environment.
- Loaded truck and properly secured items to prevent damage for deliveries.
- Managed customer inquiries and complaints in polite and professional manner.
- Upheld high standards of professionalism while representing the company during interactions with customers and vendors.
- Boosted overall efficiency by effectively managing multiple tasks simultaneously, such as loading and unloading vehicles, route planning, and paperwork completion.
- Strengthened company reputation through polite and friendly interactions with customers during deliveries.
- Ensured timely and accurate delivery of packages to customer locations, enhancing overall satisfaction with service.
Salesperson
Great Lakes Structures
05.2021 - Current
- Worked to build relationships with customers and built potential for additional sales.
- Developed relationships with clients for increased loyalty and repeat business.
- Boosted sales by consistently engaging with customers and addressing their needs effectively.
- Collaborated with team members to reach collective sales goals, fostering a supportive work environment.
Carpenter
Great Lakes Structures
02.2017 - Current
- Demonstrated versatility in carpentry techniques, working proficiently with both hand tools and power tools to achieve desired results.
- Demonstrated close attention to detail to verify quality and accuracy of work.
- Repaired existing structures such as staircases, decks, or door frames with precision to extend their lifespan without compromising structural integrity.
- Cut, shaped and installed siding, roofing and framing to protect interior of properties from harsh weather conditions.
Head of Maintenance
Great Lakes Structures
02.2017 - Current
- Conducted regular facility inspections to identify areas of improvement and maintain compliance with industry standards.
- Improved overall facility efficiency by implementing preventive maintenance programs and streamlining work order processes.
- Implemented safety procedures and training programs, reducing workplace accidents and promoting a safer work environment.
Education
Law Enforcement
Kellogg Community College
Battle Creek, MIGED -
Home School
Tekonsha, MI05.2011
Skills
- Customer service
- Active listening
- Critical thinking
- Customer relations
- Problem resolution
- Relationship building
- Conflict resolution
- Computer proficiency
- Complaint handling
- Complaint resolution
- Client relations
- Professional telephone demeanor
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Paperwork processing
- Appointment scheduling
- De-escalation techniques
Timeline
Customer Service Representative
Great Lakes Structures
05.2021 - Current
Marketing Officer
Great Lakes Structures
05.2021 - Current
Commercial Truck Driver
Great Lakes Structures
05.2021 - Current
Dispatcher
Great Lakes Structures
05.2021 - Current
Delivery Manager
Great Lakes Structures
05.2021 - Current
Delivery Driver
Great Lakes Structures
05.2021 - Current
Salesperson
Great Lakes Structures
05.2021 - Current
Carpenter
Great Lakes Structures
02.2017 - Current
Head of Maintenance
Great Lakes Structures
02.2017 - Current
Law Enforcement
Kellogg Community College
GED -
Home School
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