JAMES LEUCK
Customer Success Specialist
Westmont,IL
Summary
I learned one important rule from my Dad regarding business while we worked together. He told me "take care of your customers and they will beat a path to your door". At the time, I thought it was much more complicated than that. But it was early in my career.
As I started to take over the business from my dad, he gave me the green light to implement whatever technology I believed would increase customer satisfaction and profits. This planted a seed that would grow throughout my career which was almost entirely customer facing.
So I am always looking for the best ways to "take care" of customers. I love technology and I love helping people. I quickly found out that with the right technology in place and exceptional service, customers are loyal. And that has been consistent throughout my career.
Turns out, Dad was right all along.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
Work History
Co-Owner and General Manager
Quality Tire And Auto, Inc.
Willowbrook, IL
03.2008 - 10.2018
- Managed automotive repair facility with over $1.5M in annual revenue with oversight for employee management and scheduling, payroll, taxes, billing, monthly and yearly accounting closeouts
- Created and maintained brand new company website with website builder Jimdo giving our customers ability to book appointments online increasing daily appointments by 20%
- Setup and maintained new shop management system Mitchell1 to increase efficiency of entire quoting process saving hours weekly for technicians and optimize part ordering process through API connections to increase number of available vendors and minimize errors in ordering process
- Instituted new customer relationship management program helping to increased overall customer satisfaction with in average Google star rating of 4.6 and received Angie's list Super Service Award for four consecutive years
- Consulted with Bridgestone Tire Americas on TireConnect, tire software company they acquired, to help increase cold tire sales average of $1500 per month
Master Club Fitter and Builder
Club Champion Golf
Willowbrook, IL
09.2021 - 05.2022
- After 8 months with company, became first Customer Experience team member in company history to move up to Fitter/Builder role
- Fit and sold average of $60,000 month at company head quarters, which also lead year to date sales for company with over 90 locations nationwide
- Analyzed launch monitor data provided by Trackman as well as personal swing evaluations to fit average of 45 players monthly to ideal components to improve their game
- Graduated from Club Champion University, 4 week program which covers all of Trackman data analysis, product knowledge, club building and repair skills mandatory to start this role
Customer Experience Specialist
Club Champion Golf
Willowbrook, IL
01.2021 - 09.2021
- Utilized telephone, online chat and email platforms to deliver outstanding customer service to average of 60 customer calls and emails per day. Topics covered services offered, scheduling fitting appointments, order status, product questions, and other concerns, often requiring cross-coordination with other internal teams
Technical Product Specialist
Fareharbor
Denver, CO
05.2019 - 12.2020
- Finished in top five support agents based on performance metrics for inbound calls received and tickets resolved over final six months
- Solved over 7,200 customer support tickets through both phone and email with 97% customer satisfaction rate
- Mastered aspects of Fareharbor SAAS including Resources and Transportation to provide assistance to other team members and educate clients on capabilities and features of software
Options Trader & Clerk
Chicago Board Of Trade Building
Chicago, IL
11.2006 - 03.2008
- Traded agricultural commodities in open outcry markets, maintaining trading account valued at $2M, submitting average of 5,000 contracts per day with less than 2% error rate
Education
BBA - Management & Organizations
University of Iowa
Iowa City, IA 09.2002 - 05.2006
Skills
Outstanding Communicator
Timeline
Master Club Fitter and Builder
Club Champion Golf
09.2021 - 05.2022
Customer Experience Specialist
Club Champion Golf
01.2021 - 09.2021
Technical Product Specialist
Fareharbor
05.2019 - 12.2020
Co-Owner and General Manager
Quality Tire And Auto, Inc.
03.2008 - 10.2018
Options Trader & Clerk
Chicago Board Of Trade Building
11.2006 - 03.2008
BBA - Management & Organizations
University of Iowa
09.2002 - 05.2006
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