Jean Augustin
Clayton,NC
Summary
Proven leader in enhancing customer experiences and streamlining operations, notably at Lowes Home Improvement. Expert in team management and customer relationship building, achieving significant loyalty and satisfaction increases. Skilled in training development and conflict resolution, driving efficiency and performance improvements across teams. Demonstrates exceptional problem-solving abilities and a commitment to excellence.
Overview
28
28
years of professional experience
Work History
Customer Service Associate Team Leader
Lowes Home Improvment
12.2005 - 01.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Collaborated with cross-functional teams to improve overall customer experience and satisfaction levels.
- Developed comprehensive training materials for new hires, improving onboarding process and knowledge retention.
Cable Installation Technician
Time Warner Cable
06.2005 - 11.2005
- Streamlined workflow processes for faster installations by carefully organizing tools, materials, and equipment prior to each job.
- Connected components to exterior cable systems and tested connections for adequate power and functional links.
- Reduced service call-backs by accurately diagnosing and resolving cable-related issues during initial visits.
- Collaborated with other workers and customers to resolve issues of deficient communications connections.
- Installed data and telephone cable lines between outside underground or pole lines and residential and commercial buildings.
- Completed all required training courses on new cable installation techniques, equipment, and industry best practices in a timely manner.
- Assisted customers with the selection of appropriate cable packages based on their needs and preferences, maximizing value for both parties.
- Consistently achieved performance metrics related to installations per day while still maintaining high levels of customer satisfaction rates.
Supply Specialist
US Army
05.1996 - 04.2001
- Achieved compliance with audit performance requirements.
- Evaluated supplier proposals objectively based on predefined selection criteria such as quality standards met price competitiveness offered delivery timelines proposed thereby selecting the best fit option for the company''s unique requirements.
- Maintained audit trails to adhere to performance requirements.
- Recommended efficiencies for improvement of transportation system operations.
- Analyzed historical data patterns to identify potential areas for improvement in procurement practices leading to increased efficiency gains across various functions within the organization.
Education
No Degree -
Wake Technical Community College
Raleigh, NCSkills
- Customer Relationship Building
- Team Management
- Delegation and Supervision
- Training and coaching
- Feedback Delivery
- Customer Service
Timeline
Customer Service Associate Team Leader
Lowes Home Improvment
12.2005 - 01.2024
Cable Installation Technician
Time Warner Cable
06.2005 - 11.2005
Supply Specialist
US Army
05.1996 - 04.2001
No Degree -
Wake Technical Community College
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