Jerry Maida
Tyrone,United States
Summary
Accomplished entrepreneur and customer service expert, adept at conflict resolution and critical thinking, significantly enhanced customer satisfaction and loyalty at Home Depot and Clinefelters Flooring LLC. Leveraged professional telephone demeanor and sales expertise to develop strong client relations and achieve notable business growth.
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.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
47
47
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Home Depot
04.2018 - 09.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Managed timely and effective replacement of damaged or missing products.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
Store Owner
Clinefelters Flooring LLC
12.1989 - 12.2017
- Developed a loyal customer base with personalized assistance, attentive listening, and friendly interactions.
- Adapted store operations to meet changing market conditions and customer needs while preserving overall business stability.
- Maintained a clean, organized, and visually appealing store environment to create an inviting shopping experience.
- Enhanced customer satisfaction by providing exceptional service and addressing customer inquiries or concerns promptly.
- Collaborated with suppliers to negotiate favorable pricing agreements and secure high-quality products for the store.
- Strengthened relationships with vendors to ensure reliable product deliveries while maintaining healthy business partnerships.
- Oversaw business budget planning and administration, accounting functions, purchasing, and bi-weekly payroll to handle financial needs.
- Managed inventory levels for optimal stock availability, reducing excess stock and minimizing costs.
- Cultivated a positive work culture that fostered teamwork, open communication, and continuous improvement among staff members.
- Consulted with customers to assess needs and propose optimal solutions.
- Trained and motivated employees to perform daily business functions.
- Optimized product positioning within the store layout to increase visibility of key items resulting in higher sales conversions.
- Mentored staff members in various aspects of retail operations, promoting professional development among team members.
- Organized and attended trade shows and special events to showcase products, network with other businesses and attract new customers.
- Managed day-to-day business operations.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Assisted in recruiting, hiring and training of team members.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Owner
Self-employeed
12.1977 - 12.1989
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Increased customer satisfaction by implementing efficient business processes and
- Hired trained, and managed a high-performing team of employees dedicated to achieving company goals.
- Trained and motivated employees to perform daily business functions.
- Directed the scheduling and performance of six subcontracting professionals, ensuring projects were completed on time and to customer satisfaction.
Education
No Degree -
Pennsylvania State University
University Park, PASkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Conflict resolution
- Complaint handling
- Complaint resolution
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Scheduling
- Product knowledge
- Appointment scheduling
- De-escalation techniques
- Product sales
- Product and service solutions
- Sales expertise
- Order fulfillment
- Coordination
- Store maintenance
- Conflict mediation
- Retail store support
- Stock management
- Quality assurance controls
- Sales closing
- Shipping and logistics
- Delivery scheduling
- Warehousing functions
- Receiving support
- Credit adjustments
Accomplishments
Certified by The TCA in sales and installation in ceramic tile and natural stone.
Certified by Armstrong Industries in the sales and installation of residential and commercial vinyl and rubber products .
Certified by Shaw and Mohawk industries in the sales, installation,and inspection of carpet, vinyl,and wood flooring .
Certification
Trained professional in all types of flooring in sales,service,installation,and problem solving by numerous manufacturers and distributors.
Dealt with the public in sales and service for over forty years
Timeline
Customer Service Representative
Home Depot
04.2018 - 09.2024
Store Owner
Clinefelters Flooring LLC
12.1989 - 12.2017
Owner
Self-employeed
12.1977 - 12.1989
No Degree -
Pennsylvania State University
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