Summary
Overview
Work History
Education
Skills
Certification
Being a Husband & Father, Gym, Watching movies
Software
Timeline
Generic

Jerry Holder

Oceanside,CA

Summary

Personable Customer Relations leader driven to exceed customer expectations while promoting adherence to company standards and guidelines. Proven history of fostering quick and successful problem resolution, improving customer satisfaction ratings. Demonstrated success in utilizing current technologies to broaden access between customer and organization and improve response time. Experienced Customer Service and Technical Support Lead bringing 3 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

11
11
years of professional experience
1
1
Certification

Work History

CRM and Warranty Representative (Temp Contract)

Fluidra
04.2024 - Current
  • Maintained statistical database of customers using [Software] for types of customer complaints, resolutions offered by organization and satisfaction rating by customer.
  • Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
  • Made customers aware of current and new programs and services.
  • Produced and implemented customer satisfaction guarantee program which directly resulted in [Number]% increase in sales.
  • Developed and implemented standards for staff to provide consistent service to customers.
  • Completed opening and closing functions to meet operational needs.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Defined clear targets and objectives and communicated to other team members.
  • Checked documentation for accuracy and validity on updated systems.
  • Verified client information by analyzing existing evidence on file.

Mess Hall Attendant

Camp Pendleton Mess Hall (SOI 52 Area)
03.2024 - 04.2024
  • Operated dishwashers and other kitchen equipment according to safety guidelines.
  • Set up advertising signs and displays on shelves, counters and tables.
  • Assisted with bussing tables and cleaning up spills.
  • Monitored food and beverage supplies, assisting with restocking when needed.
  • Delivered exceptional guest experiences through attentive service and quick response to issues.
  • Collaborated with other dining room and bar staff to facilitate efficient service.
  • Monitored dining room inventory and replenished as necessary.
  • Checked dining area supplies of linens, wrapped silverware, and replenished low stock.
  • Established rapport with customers by providing friendly and attentive service.

Customer Service Representative

Magnaflow
12.2019 - 10.2023
  • Lead a team of 3 customer service representatives, providing guidance, training, and support to ensure exceptional service delivery
  • Develop and implement customer service strategies to enhance customer satisfaction and resolve inquiries efficiently
  • Monitor and analyze key performance indicators to identify areas for improvement and implement necessary changes
  • Act as a liaison between customers and various departments to address complex issues and ensure prompt resolution
  • Oversee the handling of customer complaints and escalations, maintaining a high level of professionalism and efficiency
  • Conduct regular team meetings, training sessions, and performance evaluations to promote team growth and development
  • Collaborate with the sales and marketing teams to relay customer feedback and contribute to product and service improvements
  • Maintain records of customer interactions, feedback, and resolutions to track and report on customer service performance.
  • Responded to customer requests for products, services, and company information.
  • Cross-trained and backed up other customer service managers.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Responded proactively and positively to rapid change.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.

Warehouse Associate

Brixton
04.2017 - 09.2019
  • Dedicated and detail-oriented Warehouse Associate with a strong track record of efficiently managing inventory, ensuring accurate shipments, and maintaining a safe warehouse environment
  • Experienced Warehouse Associate with 2 years of hands-on experience in various aspects of warehouse operations
  • Proven ability to manage inventory, handle shipments, and adhere to safety protocols
  • Committed to enhancing efficiency and organization within the warehouse
  • Efficiently manage inventory by tracking stock levels, organizing materials, and performing routine inventory audits
  • Prepare and package products for shipping, ensuring accuracy in order fulfillment and timely delivery
  • Operate forklifts, pallet jacks, and other equipment to move and transport materials within the warehouse
  • Maintain a clean and safe warehouse environment by adhering to safety protocols and organizing storage areas
  • Collaborate with the warehouse team to meet production goals and ensure seamless operations
  • Assist in receiving and inspecting incoming shipments, checking for accuracy and quality
  • Use inventory management software to track stock, update records, and generate reports for management.

Cart Attendant/Cashier

Walmart
12.2015 - 09.2016
  • Experienced Cart Attendant and Cashier with 1 year of experience in maintaining store cleanliness, managing shopping carts, and processing customer transactions
  • Proficient in customer service, multitasking, and teamwork, committed to upholding Walmart's standards of service and cleanliness
  • Greet and assist customers, providing information, directions, and a positive shopping experience
  • Maintain the cleanliness of the store, including collecting and organizing shopping carts from the parking lot and store areas
  • Efficiently handle customer transactions at the cash register, ensuring accuracy and providing change when necessary
  • Address customer inquiries and concerns, resolving issues in a professional and helpful manner
  • Collaborate with team members to ensure the store is well-organized, stocked, and attractive to customers
  • Maintain knowledge of store policies, promotions, and products to assist customers effectively
  • Adhere to cash handling procedures, balancing the cash register at the end of shifts.

Customer Service Associate

Food4Less
12.2013 - 07.2014
  • Experienced Store Clerk with 1 year of experience in various retail roles
  • Skilled in inventory management, customer service, and maintaining a clean and organized store
  • Committed to supporting the store's objectives and creating a welcoming shopping environment
  • Greet and assist customers, answering questions, and providing product information
  • Restock and arrange products on store shelves, ensuring a neat and organized presentation
  • Maintain inventory levels by monitoring stock and assisting with inventory counts
  • Operate cash registers and handle customer transactions accurately
  • Assist in the opening and closing of the store, including cash register reconciliation
  • Address customer concerns and resolve issues to ensure a positive shopping experience
  • Collaborate with the store team to ensure efficient store operations and a clean shopping environment
  • Assisted customers with product selection and inquiries, providing outstanding service
  • Operated cash registers, processed payments, and provided accurate change
  • Restocked merchandise and organized store shelves
  • Participated in inventory management and stock checks.

Education

Diploma -

El Camino High School
Oceanside, CA
06.2010

Skills

  • Automotive Knowledge
  • Order Picking
  • Shipping & Receiving
  • Phone Etiquette
  • Customer Relations
  • Employee Development
  • Customer Service
  • Team Collaboration
  • Team Development
  • Warehouse Experience
  • Order Picker
  • Live Chat
  • Technical Support
  • Help Desk
  • Team Management
  • Interpersonal abilities
  • Account Updates
  • Training programs
  • Research and due diligence
  • Schedule Management
  • Training and mentoring

Certification

Forklift Certification

Being a Husband & Father, Gym, Watching movies

I have been married to my wife going on 10 years, we share a 2 year old son! I like to take a few days to myself at the gym to keep my health in order for family and a healthier lifestyle. I also like to watch movies from time to time to keep up with pop culture. 

Software

Salesforce

Oracle

IFS

Microsoft Teams

Outlook

Microsoft Word

Excel

Timeline

CRM and Warranty Representative (Temp Contract)

Fluidra
04.2024 - Current

Mess Hall Attendant

Camp Pendleton Mess Hall (SOI 52 Area)
03.2024 - 04.2024

Customer Service Representative

Magnaflow
12.2019 - 10.2023

Warehouse Associate

Brixton
04.2017 - 09.2019

Cart Attendant/Cashier

Walmart
12.2015 - 09.2016

Customer Service Associate

Food4Less
12.2013 - 07.2014

Diploma -

El Camino High School

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Jerry Holder