John Sugzdinis
Dover,DE
Summary
Experienced and tactful customer service representative with extensive background solving problems and keeping excellent customer interaction records
Overview
23
23
years of professional experience
Work History
Customer Relations Coordinator
Five Below Home Office
10.2019 - Current
- Team Lead Trained and oversaw holiday ensuring a comprehensive understanding of company policies and procedures related to customer service.
- Resolve customer problems and complaints by clarifying the issue, explaining the best solution while remaining patient and empathetic, always striving to make a positive difference in the customer’s experience
- Follow up on cases to make sure expectations were met, making meaningful decisions based on each situation
- Helped develop “Bulk Sales” SOP to explore new opportunities to drive sales
- Kept track of recurring issues, analyzing and reporting them to ensure that any internal problems could be addressed and fixed
- Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
- Enhanced customer satisfaction by addressing inquiries and resolving issues promptly.
- Analyzed customer feedback to identify areas of improvement and implement necessary changes.
- Established rapport with clients quickly, resulting in a higher likelihood of repeat business.
- Conducted regular audits on process compliance, ensuring adherence to established standards for quality service delivery.
- Resolved escalated complaints efficiently, mitigating the risk of negative reviews or lost business opportunities.
- Provided exceptional support during peak periods, effectively handling increased call volume without compromising service quality.
- Managed high-volume calls, maintaining professionalism under pressure while providing timely assistance to customers.
Real Estate Agent
Berkshire Hathaway Home Services
09.2018 - 03.2020
- Assist buying and rental clients in finding a home or apartment that fits their needs and satisfies their wants
- Answer phone calls and follow up on leads
Customer Service Representative
A. Duie Pyle Inc.
03.2014 - 12.2017
- Answered calls in a high volume call center, including emails coming into the ticket box, to schedule pickups and deliveries as well as track shipments.
- Audited and maintained outgoing partner carrier freight reports; imported incoming partner freight to system, manifesting freight so terminal can receive it
- Educated customers and potential customers who had shipping questions, providing rate quotes and promoting one of our core values “Service First”
- Moved around departments to learn as many aspects of our daily customer service operations
Store Manager
Game Stop
04.2012 - 02.2014
- Oversaw routine operations, delegating tasks and preparing schedules based on four week business trends to up to 10 employees, providing adequate store coverage.
- Mediated critical support calls and solved customers inquiries with information gathered from other customers feedbacks and research tools, ensuring higher customer satisfaction.
- Detected illicit employee and customer conduct by effectively utilizing the security system, preventing loss of in store inventory and gross income.
- Organized and actively maintained the stores product for sale, accurately counting inventory and meeting shipping deadlines on a daily basis.
- Trained and challenged employees to meet goals by instilling a sense of epic guest service to achieve 100% Net Promoter Score.
- Maintained and increased personal knowledge of new POS updates in a timely manner to continue providing optimal guest service.
- Plausible problem solver, listening to the clients needs and concerns to come up with a feasible solution for both parties.
Assistant Store Manager
Game Stop
06.2007 - 03.2012
Senior Game Advisor
Game Stop
11.2005 - 05.2007
Game Advisor
Game Stop
11.2002 - 10.2005
Education
High school diploma -
Great Valley High School
West Chester, PAReal Estate License - undefined
Polley Associates
Newtown Square, PASkills
- Strong communication skills
- Customer care
- Conflict resolution
- Database maintenance
- Teamwork
- Logical thinking
- Results oriented
- Microsoft Office
- Multi-line phone systems
- Zendesk
- Commerce Tools
- Magento e Commerce
- Manhattan SCALE
- OMS
- Oracle
- Patience and composure
Timeline
Customer Relations Coordinator
Five Below Home Office
10.2019 - Current
Real Estate Agent
Berkshire Hathaway Home Services
09.2018 - 03.2020
Customer Service Representative
A. Duie Pyle Inc.
03.2014 - 12.2017
Store Manager
Game Stop
04.2012 - 02.2014
Assistant Store Manager
Game Stop
06.2007 - 03.2012
Senior Game Advisor
Game Stop
11.2005 - 05.2007
Game Advisor
Game Stop
11.2002 - 10.2005
Real Estate License - undefined
Polley Associates
High school diploma -
Great Valley High School