A customer-focused Call Center Professional with 10+ years of experience in high-volume call centers. A proven track record of interfacing with diverse clientele and identifying opportunities to improve the customer experience. Adept at building relationships and mitigating conflicts.
Overview
22
22
years of professional experience
Work History
Contact Center Support Expert
Insite Managed Solutions
Fort Myers, FL
01.2023 - Current
Providing customer service and problem solving support for Delta Faucet Company
Responded to customer calls and emails to answer questions about products and services.
Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
Customer Care Representative / Training Specialist
Ace Hardware Corporation
Ft Myers, FL
07.2017 - 07.2022
Navigated multiple computer systems and applications to find information.
Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
Developed and implemented customer service policies and procedures to use adequate techniques and apply best practices.
Cross-trained and provided backup support for organizational leadership.
Increased efficiency and team productivity by promoting operational best practices.
Hardware Sales Associate
Tropical Hardware
06.2015 - 07.2017
Built customer loyalty and retention by delivering excellent shopping experiences.
Used in-store system to locate inventory and place special orders for customers.
Answered customer questions about products and services, helped locate merchandise, and promoted key items.
Developed strong rapport with customers and created positive impression of business.
Technical Support Advisor
Career Connection Inc.
Anderson, IN
01.2011 - 01.2012
Responded to Apple and Turbotax customer requests, offering excellent support and tailored recommendations to address needs.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Took payment information and other pertinent information such as addresses and phone numbers to place orders.
Resolved concerns with products or services to help with retention and drive sales.
Applied basic sales strategy to engage customers and present solutions to suit individual needs.
Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Program Technician
United States Dept. of Agriculture / Farm Service Agency
10.2001 - 07.2009
Performed wide-ranging administrative, financial and service-related functions.
Contacted program applicants and obtained required enrollment information, documentation and signatures.
Explained program regulations and procedures to program users to enable better services utilization.
Assisted program applicants with form completion, document retrieval and resource management to reduce application delays.
Prepared and mailed invoices to customers, processed payments, and documented account updates.
Education
Business/Clerical -
Ivy Tech Community College
Muncie, IN
2011
Skills
Multitasking Abilities
Dependable and Responsible
Organization
Written Communication
Analytical Thinking
Organizational Skills
Customer Service
References
References available upon request.
Timeline
Contact Center Support Expert
Insite Managed Solutions
01.2023 - Current
Customer Care Representative / Training Specialist
Ace Hardware Corporation
07.2017 - 07.2022
Hardware Sales Associate
Tropical Hardware
06.2015 - 07.2017
Technical Support Advisor
Career Connection Inc.
01.2011 - 01.2012
Program Technician
United States Dept. of Agriculture / Farm Service Agency
<ul>
<li>Spearhead the management and oversight of the National Bio and Agro-Defense Facility (NBAF) project, a pivotal national asset developed in partnership with the U.S</li>
<li>Department of Agriculture (USDA) and the U.S</li>
<li>Department of Homeland Security (DHS)</li>
<li>Collaborate with USDA and DHS stakeholders to ensure a seamless transition of operations and mission capabilities from the aging Plum Island Animal Disease Center (PIADC) to NBAF, ensuring uninterrupted research, diagnostics, and training essential to national security</li>
<li>Lead the operational endurance phase, validating work processes and laboratory setups to guarantee compliance with the highest safety and biocontainment standards, particularly in biosafety level-4 (BSL-4) environments</li>
<li>Act as the hiring manager, conducting interviews and selecting high-quality employees to ensure the success of both DCA and NBAF</li>
<li>Serve as a subject matter expert pert for the payroll system Paychex, overseeing and approving payroll for 63 officers biweekly while managing paid time off and leave requests to maintain the security posture for the facility</li>
<li>Monitor project milestones, providing critical updates to senior management and stakeholders while ensuring alignment with USDA's mission objectives and federal guidelines</li>
<li>Direct the development and execution of strategic initiatives to facilitate efficient collaboration with federal partners, ensuring all laboratory operations adhere to regulatory requirements set forth by the Federal Select Agent Program (FSAP)</li>
<li>Foster a culture of excellence and professionalism within the team, emphasizing rigorous training, safety compliance, and operational integrity as key components of NBAF's mission to safeguard public health and the nation's food supply</li>
<li>Monitored budgeting activities by tracking expenditures and providing regular updates to management.</li>
<li>Analyzed existing processes within a department or organization in order to identify areas for improvement or increased efficiency.</li>
<li>Implemented quality control measures throughout each stage of a project's lifecycle.</li>
<li>Worked closely with senior managers to ensure that all projects were completed according to schedule.</li>
<li>Conducted research on potential vendors, suppliers, contractors and subcontractors for projects.</li>
<li>Provided administrative support to the Project Manager in order to facilitate successful project outcomes.</li>
<li>Prepared monthly progress reports summarizing key accomplishments achieved since the last report.</li>
<li>Trained junior staff on best practices for managing multiple projects simultaneously.</li>
</ul> at Defense Contracting Activity, LLC<ul>
<li>Spearhead the management and oversight of the National Bio and Agro-Defense Facility (NBAF) project, a pivotal national asset developed in partnership with the U.S</li>
<li>Department of Agriculture (USDA) and the U.S</li>
<li>Department of Homeland Security (DHS)</li>
<li>Collaborate with USDA and DHS stakeholders to ensure a seamless transition of operations and mission capabilities from the aging Plum Island Animal Disease Center (PIADC) to NBAF, ensuring uninterrupted research, diagnostics, and training essential to national security</li>
<li>Lead the operational endurance phase, validating work processes and laboratory setups to guarantee compliance with the highest safety and biocontainment standards, particularly in biosafety level-4 (BSL-4) environments</li>
<li>Act as the hiring manager, conducting interviews and selecting high-quality employees to ensure the success of both DCA and NBAF</li>
<li>Serve as a subject matter expert pert for the payroll system Paychex, overseeing and approving payroll for 63 officers biweekly while managing paid time off and leave requests to maintain the security posture for the facility</li>
<li>Monitor project milestones, providing critical updates to senior management and stakeholders while ensuring alignment with USDA's mission objectives and federal guidelines</li>
<li>Direct the development and execution of strategic initiatives to facilitate efficient collaboration with federal partners, ensuring all laboratory operations adhere to regulatory requirements set forth by the Federal Select Agent Program (FSAP)</li>
<li>Foster a culture of excellence and professionalism within the team, emphasizing rigorous training, safety compliance, and operational integrity as key components of NBAF's mission to safeguard public health and the nation's food supply</li>
<li>Monitored budgeting activities by tracking expenditures and providing regular updates to management.</li>
<li>Analyzed existing processes within a department or organization in order to identify areas for improvement or increased efficiency.</li>
<li>Implemented quality control measures throughout each stage of a project's lifecycle.</li>
<li>Worked closely with senior managers to ensure that all projects were completed according to schedule.</li>
<li>Conducted research on potential vendors, suppliers, contractors and subcontractors for projects.</li>
<li>Provided administrative support to the Project Manager in order to facilitate successful project outcomes.</li>
<li>Prepared monthly progress reports summarizing key accomplishments achieved since the last report.</li>
<li>Trained junior staff on best practices for managing multiple projects simultaneously.</li>
</ul> at Defense Contracting Activity, LLC
HRSC CONTACT CENTER ASSOCIATE / ONLINE CONTACT ASSOCIATE (OCC) at The Home DepotHRSC CONTACT CENTER ASSOCIATE / ONLINE CONTACT ASSOCIATE (OCC) at The Home Depot