JAMES WRIGHT
Green Bay,Wis
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
MTM Transportation
Madison, Wisconsin
05.2024 - Current
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Maintained a high level of professionalism when dealing with difficult customers.
- Conducted regular follow-up calls with customers after resolving their issues.
- Answered customer inquiries and provided accurate information regarding products and services.
CUSTOMER SERVICE REPRESENTATIVE
ASTON CARTER
GREEN BAY, WIS.
11.2021 - 02.2024
- Working at Aston Carter as an advanced customer service representative, I am to ensure customer satisfaction.
- When I am taking phone calls, I answer questions from other employees and assist them on their calls. I also handle escalated phone calls, where I try to resolve all members' concerns.
- Answered customer inquiries and provided accurate information regarding products and services.
- Conducted regular follow-up calls with customers after resolving their issues.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
CUSTOMER SERVICE REPRESENTATIVE
CIOX HEALTH
GREEN BAY, WIS.
10.2018 - 04.2020
- Working at Ciox as a customer service representative, I am to ensure customer satisfaction.
- When I am taking phone calls, I also provide floor support. I answer questions from other employees and assist them on their calls. Additionally, I handle escalated phone calls and strive to resolve all customer concerns.
- Answered customer inquiries and provided accurate information regarding products and services.
- Conducted regular follow-up calls with customers after resolving their issues.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
OPERATOR
ALL CITY COMMUNICATIONS
GREEN BAY, WIS.
03.2018 - 10.2018
- Working at All City Communications as an operator, I am to ensure customer satisfaction.
- When I am taking messages for businesses.
- Monitored and adjusted machine operations as needed for quality assurance.
- Performed routine maintenance on equipment to ensure optimal performance.
- Set up tools, dies, jigs, fixtures, gauges and other related parts for use in production operations.
- Managed multiple tasks simultaneously while maintaining attention to detail.
CUSTOMER SERVICE REPRESENTATIVE
ALORICA
GREEN BAY, WIS.
09.2017 - 03.2018
- Working at Alorica as a customer service representative, I am to ensure customer satisfaction.
- When I am taking phone calls, I also provide floor support. I answer questions from other employees and assist them on their calls. Additionally, I handle escalated phone calls and strive to resolve all customer concerns.
- Answered customer inquiries and provided accurate information regarding products and services.
- Conducted regular follow-up calls with customers after resolving their issues.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
CUSTOMER SERVICE REPRESENTATIVE
TOYS FOR TRUCKS
Appleton, Wis.
06.2015 - 11.2015
- When I worked at Toys for Trucks, I was responsible for confirming all recent orders through email.
- I was also responsible for answering all incoming phone calls of customers looking to return items or get their money back.
- While not on calls, I contacted stores with return orders and processed return claims.
- Answered customer inquiries and provided accurate information regarding products and services.
- Conducted regular follow-up calls with customers after resolving their issues.
CUSTOMER SERVICE REPRESENTATIVE
WEST CORPORATION
Appleton, Wis.
07.2014 - 03.2015
- While at West Business Services, I worked for one of their contracted companies, Procter & Gamble.
- I handled all incoming calls, where I was to resolve any situation presented to me by their customers, while making sure I provide outstanding customer service.
- Answered customer inquiries and provided accurate information regarding products and services.
- Conducted regular follow-up calls with customers after resolving their issues.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
CUSTOMER SERVICE REPRESENTATIVE
APAC
Green Bay, Wis.
11.2012 - 02.2014
- Working at APAC as a customer service representative I was to ensure customer satisfaction
- When I was not taking phone calls I was on floor support where I answered questions of other employees and assisted them on their calls as well as taking escalated phone calls where I tried to resolve all customer concerns.
CASHIER/STOCK
DOLLAR GENERAL
Appleton, Wis.
01.2010 - 06.2010
- Working for Dollar General, I gained experience in money handling, stocking shelves, as well as cleaning.
- Our most important goal was customer satisfaction.
- Provided excellent customer service while promoting loyalty programs to increase sales potential.
- Greeted customers and answered any questions they had about the store's products and services.
- Assisted customers over the phone regarding store operations, product information and order placement.
- Issued receipts, refunds, credits or change due to customers.
NORKIA PAPER FACTORY
NORKIA PAPER FACTORY
Appleton, Wis.
06.2008 - 07.2009
- While working for Norkia Paper Factory, I was able to gain experience with operating a forklift.
- Most of the labor work that was done was stocking and storing paper.
- Collaborated with fellow workers to troubleshoot problems with machinery or processes.
- Followed written instructions for setting up machines prior to each run.
- Analyzed data from previous runs and made recommendations based on findings.
- Conducted regular inventories of raw materials and supplies used in production processes.
TECHNICAL SUPPORT SPECIALIST
CONVERGYS
Appleton, Wis.
01.2016
- At Convergys, I ensure all customers can understand and use their home security system.
- With pleasure and patience, I walk customers through setting up their systems when my peers need more assistance.
- My leadership skills allow me to not only help our customers, but I am also here to make sure our entire team is successful.
- Identified areas where existing processes can be improved upon or automated with scripting languages.
- Assisted in the development of technical documentation for internal use by IT staff members.
- Installed and configured hardware, software and peripheral components such as printers, scanners and routers.
- Resolved customer issues related to operating systems, network connectivity, software applications and hardware components.
- Monitored system performance metrics to identify areas of improvement.
- Created user accounts with appropriate permissions levels based on job requirements.
- Collaborated with other departments within the company when needed to resolve complex issues quickly and efficiently.
- Supported end users with basic troubleshooting techniques such as restarting a device or resetting passwords.
- Provided training for users on new technologies or procedures related to their jobs.
- Tracked customer requests from initial contact through resolution.
- Performed regular maintenance checks on servers, workstations and other devices connected to the network.
Education
HIGH SCHOOL DIPLOMA -
CRETE MONEE HIGH SCHOOL
Crete Monee, IllinoisSkills
- Excellent customer service
- Extensive customer service/phone handling training
- Experience in manufacturing, stocking, and sorting
- Strong leadership
- Hard-working
- Passionate
- Reliable
- Dependable
- Data Collection
- Inbound and Outbound Calling
- Data Entry
- Call Management
- Product Knowledge
- Information Security
- Customer Relations
- Complaint resolution
- Technical Support
- Customer Relationship Management (CRM)
- Escalation management
- Product Education
- Problem Resolution
- Dispute Resolution
- Multi-Task Management
- Microsoft PowerPoint
- Senior leadership support
- Medical terminology knowledge
- Microsoft Office Suite
- CRM Software
- Customer Education
References
- MARY TUCKER, (773)255.8812, Customer Service Representative, Ciox Health
- LABRUAN THIGPEN, (708)897.4283, Exterminator
- DANIEL HARMON, (857)264.1107, Call Center Supervisor, Convergys
Timeline
Customer Service Representative
MTM Transportation
05.2024 - Current
CUSTOMER SERVICE REPRESENTATIVE
ASTON CARTER
11.2021 - 02.2024
CUSTOMER SERVICE REPRESENTATIVE
CIOX HEALTH
10.2018 - 04.2020
OPERATOR
ALL CITY COMMUNICATIONS
03.2018 - 10.2018
CUSTOMER SERVICE REPRESENTATIVE
ALORICA
09.2017 - 03.2018
TECHNICAL SUPPORT SPECIALIST
CONVERGYS
01.2016
CUSTOMER SERVICE REPRESENTATIVE
TOYS FOR TRUCKS
06.2015 - 11.2015
CUSTOMER SERVICE REPRESENTATIVE
WEST CORPORATION
07.2014 - 03.2015
CUSTOMER SERVICE REPRESENTATIVE
APAC
11.2012 - 02.2014
CASHIER/STOCK
DOLLAR GENERAL
01.2010 - 06.2010
NORKIA PAPER FACTORY
NORKIA PAPER FACTORY
06.2008 - 07.2009
HIGH SCHOOL DIPLOMA -
CRETE MONEE HIGH SCHOOL