James Morgan
Middletown,MD
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. I can offer a positive, upbeat person that brings more than 22 years of customer-facing experience in fast-paced demanding settings that thrives on problem solving and is highly adaptable to addressing diverse customer needs. My proven history of building trust with customers to promote satisfaction, resolve concerns and maintain long-term loyalty is what makes me a talented Lead Customer Service Representative that believes in balancing customer needs and company demands. I am committed to building loyalty and long-term relationships with customers and achieving individual sales goals. I'm a friendly and efficient manager who is devoted to maximizing exceptional service and support. I am knowledgeable regarding multiple industry standards with strong skills in retaining product and service information to provide effective resolution. I am skilled in promoting sales to increase revenue while addressing diverse issues. I'm known for having great organizational skills. I've always been gifted at working with all types of customers. I am looking for a new role where hard work and dedication will be highly valued and appreciated; to find a company that requires a hardworking employee with customer service, multitasking and time management abilities. I am always devoted to giving every customer a positive and memorable experience while following company standards and goals.
Overview
27
27
years of professional experience
Work History
Customer Service Associate
Highs #13
Middletown , MD
2022.06 - Current
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Addressed inquiries, resolved customer issues and managed customer relations.
- Followed policies and procedures to meet or exceed established performance requirements.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Educated customers on special pricing opportunities and company offerings.
- Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
- Handled large amounts of cash and balanced cash drawer daily within prescribed balancing guidelines.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
- Maintained customer privacy and protected company operations by keeping information private and confidential.
- Improved customer service wait times to mitigate complaints.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Explained benefits, features and recommendations to maximize client retention.
- Promoted brand and marketing campaigns to create interest with customer.
Driver/Line Worker/Dishwasher/Shift Manager/Key Holder
Verona Mediterranean Grille prev. James Gang Pizza
Middletown , MD
2008.08 - Current
- Packed finished goods into correct packages or boxes.
- Maintained clean worksite to avoid hazards from chemicals and fragile products.
- Sorted and packaged products to prepare for processing or shipment.
- Built and packaged products to comply with multiple work orders and deadlines.
- Examined products to verify conformance to quality standards.
- Monitored production line to watch for pile-ups or jams.
- Moved items between machines, conveyors and transport equipment to meet production needs.
- Examined final products for conformance with quality and design standards.
- Used established assembly instructions to complete jobs.
- Coordinated with supervisor to organize materials and equipment, promoting highest productivity and quality.
- Demonstrated proper work practices to accomplish key performance indicators.
- Inspected and repaired products to meet project expectations.
- Observed equipment operations to detect malfunctions or safety concerns.
- Removed foreign material and non-standard products from equipment to maintain proper functioning.
- Helped achieve team goals by rotating production lines and daily duties to meet demand.
- Met or exceeded target for on-time customer shipments.
- Separated products according to weight, grade and size of material to produce final product.
- Set up and operated production machinery according to specific standards and protocols of company.
- Attached identification labels to finished packaged items or stamped lot number and shipping destination information on containers.
- Reduced health and safety risks with strict adherence to safety protocols and PPE requirements.
- Hand-assembled needed parts with bolts and screws.
- Measured and weighed items to meet quality standards and prevent waste.
- Sorted product components on work tables to maintain maximum organization and productivity.
- Measured and graded batches of raw materials to feed into production machinery.
- Followed daily preventive maintenance schedule for cleaning and lubricating machinery.
- Looked through work orders to determine type and quantity of materials needed for each production batch.
- Calibrated machines to adhere to quality standards and maintain required productivity levels.
- Used daily system logs to document production information, discussing issues with management.
- Handled opening and closing duties to keep store organized, well-stocked and running smoothly.
- Maintained store and maintained appearance.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Operated cash register.
- Monitored cash drawers in checkouts to verify adequate cash supply.
- Delegated tasks appropriate to individual employees to provide development opportunities.
- Addressed employee issues and conflicts to provide input, feedback and coaching.
- Established and communicated clear expectations, holding store personnel accountable for achieving performance standards.
- Signed for incoming shipments in manager's absence.
- Monitored sales floor to prevent product loss and item damage.
- Suggested additional items and merchandise to boost sales.
- Developed good working relationships with store leadership and sales personnel.
- Connected with customers to provide assistance and collect feedback to optimize operations.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Supervised receiving and stockroom activities to identify opportunities with inventory and prevent shrinkage.
- Calculated bill totals and tax amounts.
- Evaluated daily transactions for suspected fraud or criminal activity.
- Invited customers to participate in store activities and special events.
Assistant Manager
Giant Eagle
Frederick , MD
2006.02 - 2007.03
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Delegated daily tasks to team members to optimize group productivity.
- Collaborated with store manager to develop strategies for achieving sales and profit goals.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Directed and led employees, supervising activities to drive productivity and efficiency.
- Coached team members and delivered constructive feedback to promote better productivity and build confidence.
- Completed inventory audits to identify losses and project demand.
- Delegated tasks to team members based upon skill level and to achieve organizational goals.
- Initiated inventory control measures to manage and replenish stock, maintain cost levels and meet customer demand.
- Supervised receiving and stockroom activities to identify opportunities with inventory and prevent shrinkage.
- Assisted supervisor in evaluating employee performance and cultivating improvement initiatives.
- Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
- Assisted with developing and implementing marketing strategies to improve sales and profitability.
- Implemented organization systems for financial reports, schedules and inventory control to improve efficiency and productivity.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting priorities and goals.
- Recruited and trained new employees to meet job requirements.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed completed work to verify consistency, quality and conformance.
- Assigned work and monitored performance of project personnel.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Produced thorough, accurate and timely reports of project activities.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Bench Jeweler
JCPenney Jewelry Store
Austin , TX
2001.10 - 2006.08
- Documented customer requests with care.
- Used hand files and emery paper to smooth rough areas.
- Designed new settings according to customer specifications.
- Professionally resized items per customer needs.
- Replaced broken clasps and mounts.
- Organized accessories, including watches and specialty items.
- Marked, engraved or embossed designs on metal pieces such as castings, wire or jewelry, following samples, sketches and other specifications.
- Inspected jewelry for blemishes and defects.
- Accepted sizing and polishing requests from warrantied customers.
- Examined assembled and finished products with magnifying glass and other precision measuring instruments to verify conformance to specs.
- Positioned and aligned stones and metal pieces and mounted and secured items in place.
- Displayed pieces in visually appealing ways.
- Kept equipment and tools in working order, making necessary calibrations and performing regular maintenance to promote longevity of use.
- Determined precisely what customers required, available budgets and target recipient for each piece through effective communication techniques.
- Researched vendors to find sourcing for high-quality materials and stones within budgetary constraints.
- Fabricated, altered and repaired fine jewelry to restore brilliance.
Shift Manager
McDonald's Restaurant
Frederick , MD
1998.02 - 2000.10
- Managed daily cash intake by counting out registers and tabulating profits.
- Helped employees accomplish tasks during peak periods.
- Communicated with other shift managers to facilitate continuum of customer service.
- Upheld company standards and compliance requirements for operations.
- Coached employees on interactions with customers to drive exceptional service.
- Positioned skilled staff in key areas throughout shift to optimize department productivity.
- Directed and led employees and team members on effective operations, methods and procedures.
- Reported employee behavioral issues, losses and customer complaints to upper-level management.
- Documented receipts, employee hours and inventory movement.
- Coordinated shift workers for inventory receiving, auditing and restocking.
- Reinforced rules to promote superior employee performance.
- Taught staff upselling techniques to meet revenue targets.
- Managed schedules, accepted time off requests and maintained coverage for shifts.
- Reviewed financial statements to meet targets during shift.
- Delegated tasks to multiple employees while maintaining efficient workplace.
- Read and interpreted work order specifications and information to plan, schedule and carry out jobs effectively.
- Enforced company policies, answered coworkers' questions and trained new personnel.
- Observed and monitored utilization of equipment.
- Assigned tasks to employees and monitored productivity, performance and task completion.
- Directed and coordinated production activities, encouraging employees to meet specifications.
- Set up and adjusted machines and equipment to produce pre-determined results.
- Conducted training in equipment operations and safety procedures, briefing employees of hazards associated with work.
- Performed minor equipment repairs to keep jobs on task and notified maintenance department of major machinery failures.
- Conferred with management and subordinates to resolve problems or complaints.
- Identified needs of customers promptly and efficiently.
- Ordered equipment parts and repair services during equipment breakdown to avoid further delays.
- Prepared operations data to produce comprehensive reports to management.
Education
GED -
Gov. Thomas Johnson High School
Frederick, MD03.1998
Some College (No Degree) - Business Management
The University of Texas At Austin
Austin , TXSkills
- Quality Assurance
- Project Management
- Employee Management
- Inbound and Outbound Calling
- Upselling and Cross-Selling
- Problem Resolution
- Appointment Scheduling
- Tactful and Diplomatic
- Complex Problem-Solving
- Software Troubleshooting
- Retail Marketing
- Safety Regulations
- Product Knowledge
- Customer Complaint Resolution
- POS System Operation
- Sales Closing
- Customer Service
- Cross-Functional Team Collaboration
- Account Management
- Self-Direction
- Point of Sale Systems
- Product Merchandising
- Customer Relationship Management (CRM)
- Customer Support
- Account Updating
- Inventory Control
- Stock Replenishment
- Guest Services
- Team Collaboration
Timeline
Customer Service Associate
Highs #13
2022.06 - Current
Driver/Line Worker/Dishwasher/Shift Manager/Key Holder
Verona Mediterranean Grille prev. James Gang Pizza
2008.08 - Current
Assistant Manager
Giant Eagle
2006.02 - 2007.03
Bench Jeweler
JCPenney Jewelry Store
2001.10 - 2006.08
Shift Manager
McDonald's Restaurant
1998.02 - 2000.10
GED -
Gov. Thomas Johnson High School
Some College (No Degree) - Business Management
The University of Texas At Austin
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