Jason Wheeler
Customer Service Representative
Bartow,Florida
Summary
Personable and dedicated Customer Service Representative with extensive experience in the CSR 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.
Positive, upbeat CSR brings more than 10 years of customer-facing experience in fast-paced settings. Highly adaptable to addressing diverse customer needs. Proven history of building trust with customers to promote satisfaction, resolve concerns and maintain long-term loyalty.
Calm CSR with 10 years of experience assisting customers using active listening and customer needs assessment to offer targeted solutions. Consistently friendly and professional when handling diverse customer needs in high-volume call center environments. Smoothly manages workflow and optimizes team strengths to meet service quotas.
Enthusiastic Client Service Representative with 10 years of client interface experience. Well-versed in dozens of products, services and consumer trends. Skilled in both individual and team roles paired with expertise in training and mentoring new staff on company objectives.
Flexible CSR with over 10 years of success in resolving customer concerns and inquiries. Skilled at accurately documenting call details, preparing reports and arranging service. Well-versed in providing helpful answers and relevant information to retain clients. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
18
18
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Representative
Home Depot
Remote, FL
01.2011 - 01.2021
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Documented conversations with customers to track requests, problems and solutions.
- Assisted customers in making payments on accounts and setting up payment plans.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Delivered service and support to each customer, paving way for future business opportunities.
- Upheld strict quality control policies and procedures during customer interactions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Assessed customer account information to determine current issues and potential solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages.
- Escalated customer concerns, store issues and inventory requirements to supervisors.
- Made outbound calls to obtain account information.
- Remained constantly aware of customer activity to ensure safe and secure shopping environment.
- Secured client retention by driving service and product benefits, features and recommendations around clients' needs.
- Assessed customer needs and upsold products and services to maximize sales.
- Answered 100+ inbound calls per day and directed to individuals or departments.
- Set up and activated customer accounts.
- Reviewed account and service histories to identify trends and issues.
- Recommended improvements to products and services to mitigate complaints.
- Answered customer questions and addressed concerns, resulting in 25% reduction in complaint calls.
- Relayed productive customer feedback to marketing teams.
- Trained new employees on procedures and policies to maximize team performance.
- Reduced process gaps while training new hires on products, software, operational best practices and store protocols.
- Upheld privacy and security requirements established by Home Depot regulatory agencies.
- Worked with Home Depot to develop customer service improvement initiatives.
- Supported operational improvements and resolution of problems to deliver top-notch customer service.
- Created and implemented process improvements to reduce workloads and bolster callback efficiency.
- Strengthened traceability by developing organization systems for client contracts, records, reports and agendas.
- Interviewed customers regarding customer service issues and reported feedback to management team.
- Executed on-time and under-budget project management on complex issues while updating customers on technician availability.
- Exceeded company productivity standards on consistent basis.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Server Shift Leader
Ruby Tuesday
Lakeland, FL
05.2003 - 11.2010
- Supervised serving staff to drive high level of hospitality and food excellence.
- Created positive guest experience by listening to guest needs and recommending options to meet requests.
- Trained and acclimated new servers to restaurant's culture and operations.
- Managed tables throughout dining room to execute service at highest level.
- Maintained thorough knowledge of menu to describe dining options.
- Directed and assisted in general dining room cleaning and sanitation.
- Cleared dishes from tables during and after meal service to maintain clean dining area.
- Assisted with performance reviews to identify areas of improvement.
- Leveraged proper serving etiquette to promote inviting dining atmosphere.
- Welcomed guests with personable attitude and brought beverage orders while reviewing menu options.
- Greeted customers, answered questions and recommended specials, wine and desserts to increase profits.
- Checked on guests to verify satisfaction with meals and suggested additional items to increase restaurant sales.
- Managed [Number] servers and staff members to effectively foster team-oriented environment.
- Maintained knowledge of menu items, garnishes, ingredients and preparation methods to assist guests with menu selection.
- Calculated charges, issued table checks and collected payments from customers.
- Collaborated with host, bus person and cook to serve up food and beverage options.
- Confirmed customers' ages for alcohol service and discontinued service to intoxicated guests.
- Prepared salads, appetizers and garnishes to assist kitchen staff.
- Washed buffet, restaurant and banquet items, including silverware, dishes, cooking utensils, equipment and displays.
- Provided exceptional service to high volume of daily customers.
- Cleaned dishes with detergent, rinsing and sanitizing chemicals.
Education
High School Diploma -
Bartow Senior High School
Bartow, FL 08.1999 - 05.2003
Skills
Microsoft Office expertiseundefined
Timeline
Customer Service Representative
Home Depot
01.2011 - 01.2021
Server Shift Leader
Ruby Tuesday
05.2003 - 11.2010
High School Diploma -
Bartow Senior High School
08.1999 - 05.2003
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