James Riddering
Franklin,NC
Summary
Dedicated customer service professional with proven skills in crisis management and conflict resolution. Recognized for enhancing team collaboration and delivering exceptional client support.
Dynamic and adaptable professional with a robust background in remote customer service. Expertise in technical support and process optimization, focused on delivering first-call resolution and enhancing customer satisfaction.
Results-driven leader with over four years of experience in customer service and team management. Known for mentoring new hires and utilizing effective communication to resolve customer issues promptly, contributing to an improved service experience.
Overview
7
7
years of professional experience
Work History
Remote Customer Service
LiveOps - Nike Contract
Franklin, NC
09.2023 - Current
- Yielded supervisor and manager request. This included de-escalation, active investigation, and first call resolution. Communication with the consumer was conducted both over the phone (VOIP), accessed through a VDI, and through email or chat communication.
- Provided support for consumers to include: order status, changes, and updates. Assisted with placing orders and processing payments over the phone. We also assisted clients with any technical assistance, app, and website.
- Worked with a team of other agents and supervisors, all working remotely. We utilized both email and Slack as our primary forms of communication.
- Directed new hires and agents by providing necessary instructions and support.
- Awarded Agent of the Year for demonstrating outstanding performance and commitment at Nike.
Group Home Manager
Macon Citizens Habilities
Franklin, NC
01.2019 - 06.2023
- Supervised daily operations of group home, ensuring safety and compliance with regulations to foster a secure environment for residents.
- Trained and mentored staff on best practices for resident care, enhancing quality of support and promoting team cohesion.
- Managed staff schedules and ensured adequate coverage for all shifts.
- Responded quickly and appropriately to emergency situations by implementing safety measures when needed.
- Facilitated team meetings to discuss resident care strategies and staff concerns.
- Coordinated recreational activities to enhance social engagement among residents, fostering community and improving overall well-being.
- Communicated regularly with families regarding resident progress and needs.
- Adhered strictly to confidentiality guidelines regarding client information at all times.
Education
Firefighting Standards - Firefighting/Emergency Medical
Ridge Technical
Winter Haven, FL06-1998
Some College (No Degree) - Medical/Nursing
Polk State College
Winter Haven, FLSkills
- Remote troubleshooting
- Order processing
- Customer communication
- Technical support
- CRM proficiency
- Staff training
- Compliance adherence
- Conflict resolution
- Problem solving
- Sales and service support
References
References available upon request.
Timeline
Remote Customer Service
LiveOps - Nike Contract
09.2023 - Current
Group Home Manager
Macon Citizens Habilities
01.2019 - 06.2023
Firefighting Standards - Firefighting/Emergency Medical
Ridge Technical
Some College (No Degree) - Medical/Nursing
Polk State College