John Gustafson
Senior Client Advocate
Fort Smith,AR
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the financial industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
Senior Client Advocate
Sitel Call Center
Fort Smith, AR
11.2021 - Current
- 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.
- Recommended products to customers, thoroughly explaining details.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Trained staff on operating procedures and company services.
- Cross-trained and provided back up for customer service managers.
- Effective liaison between customers and internal departments.
- Facilitated inter-departmental communication to effectively provide customer support.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Implemented and developed customer service training processes.
Inserter Operator
ABB
Fort Smith, AR
06.2021 - 11.2021
- Fed raw materials into machines.
- Efficiently read and interpreted blueprints.
- Set up machines to start production cycles and controlled machine settings.
- Made sure that products were produced on time and are of good quality.
- Maintained organized work area by cleaning and removing hazards.
- Inspected finished products for quality and adherence to customer specifications.
Labor Worker
WorkSource Inc
Fort Smith, AR
03.2021 - 06.2021
- Loaded, unloaded and moved material to and from storage and production areas.
- Prepared job sites by removing debris and setting up materials and tools.
- Performed general housekeeping and cleaning tasks.
- Demonstrated safe and proper operation of equipment and tools to prevent harm to team members.
- Gathered and disposed of worksite debris to remove safety hazards.
- Used radios and hand signals to coordinate communication between equipment operators and ground workers.
Laborer
CorTech, LLC
Fort Smith, AR
10.2020 - 03.2021
- Worked alongside team to accomplish work goals according to schedule.
- Loaded, unloaded and moved material to and from storage and production areas.
- Prepared job sites by removing debris and setting up materials and tools.
- Performed general housekeeping and cleaning tasks.
- Utilized construction tools and machinery to effectively complete job site projects.
- Observed site safety rules to maximize protections for team members and equipment.
- Read and understood orders to accurately measure, cut and lay out needed materials.
- Operated equipment such as fork trucks and skidders.
- Determined materials needed for daily shift and loaded vehicles with equipment and supplies.
- Used radios and hand signals to coordinate communication between equipment operators and ground workers.
- Interpreted job site supervisor's orders and technical documentation to complete accurate work.
- Operated power equipment to move materials and promote job efficiency.
- Performed maintenance and repair of buildings and facilities.
- Monitored machines during operation to detect sounds of malfunction or excessive vibration and adjusted machines to eliminate problems.
Department Coordinator
Penmac Staffing
Fort Smith, AR
07.2018 - 10.2020
- Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands.
- Communicated with managers of other departments to maintain transparency.
- Kept employee workloads fair and balanced to achieve objectives while maintaining high job satisfaction.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Unloaded and stacked materials by raising and lowering lifting devices.
- Unloaded materials and goods at designated locations for best project availability.
- Transported goods between warehouse locations according to shipment and storage needs.
- Wrapped pallets in plastic wrap and attached merchandise tags to prepare for shipping.
- Coordinated with other lift truck drivers and production personnel to process orders efficiently.
- Performed daily safety checks to achieve safe operating condition of equipment.
- Inspected, cleaned and performed operator level maintenance on equipment in accordance with standards.
- Gathered and organized materials to support operations.
- Assessed equipment after each production run and performed preventive maintenance to keep machines running smoothly.
- Loaded and unloaded parts to maintain high level of production.
- Maintained tight tolerances with design specifications.
- Properly loaded and unloaded materials in and out of machines.
- Adhered to high level of safety by following company rules and regulations to prevent injuries.
Customer Account Specialist
Sykes Enterprises
Fort Smith, AR
07.2016 - 07.2018
- 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.
- Recommended products to customers, thoroughly explaining details.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Communicated professionally with colleagues and clients.
- Evaluated customers' potential needs to make appropriate recommendations.
IMS Associate
Cap Team 2, Walmart
Greenwood, AR
08.2015 - 07.2016
- Packed, secured, labeled and applied postage to materials to prepare items for shipment.
- Utilized forklift or pallet truck to load, unload, transport and store goods.
- Moved shipment materials to and from designated areas using lift and hand trucks.
- Rejected damaged items, recorded shortages and corresponded with shippers to rectify issues.
- Worked effectively with shippers to resolve shipment issues, damaged materials and shortages.
Education
General Education -
Mansfield High School
Mansfield, AR05.2015
Skills
- Customer Data Confidentiality
- POS Systems and Ordering Platforms
- Customer Account Management
- Building Customer Trust and Loyalty
- De-escalation Techniques
- Issue and Complaint Resolution
- Order and Refund Processing
- Responding to Difficult Customers
- Understanding Customer Needs
- Creative Problem Solving
- Courteous with Strong Service Mindset
- Verbal and Written Communication
- Calm and Professional Under Pressure
Additional Information
- Authorized to work in the US for any employer
Timeline
Senior Client Advocate
Sitel Call Center
11.2021 - Current
Inserter Operator
ABB
06.2021 - 11.2021
Labor Worker
WorkSource Inc
03.2021 - 06.2021
Laborer
CorTech, LLC
10.2020 - 03.2021
Department Coordinator
Penmac Staffing
07.2018 - 10.2020
Customer Account Specialist
Sykes Enterprises
07.2016 - 07.2018
IMS Associate
Cap Team 2, Walmart
08.2015 - 07.2016
General Education -
Mansfield High School
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