Jon Sutherland
Nashville,Tennessee
Summary
At Gibson Guitar, I leveraged my 18+ years of expertise in guitar identification/authentication and customer service excellence to significantly enhance customer satisfaction. My problem-solving and active listening skills fostered strong relationships and improved team performance, positioning me as the department's go-to expert.
Overview
18
18
years of professional experience
Work History
Consumer Service Representative
Gibson Guitar
02.2006 - Current
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Contacted and helped find solutions for customers.
- Presented information to prospective customers.
- Built lasting relationships with customers and other team members based on trust and reliability.
- Nurtured long-lasting relationships with customers through empathy, and active listening.
- Provided product knowledge and guidance to customers, assisting them in making informed decisions.
- Assisted in the development of new team members, improving overall team performance.
- Delivered outstanding customer service through effective and timely resolution of various customer inquiries and concerns.
- Reduced average email handling time by implementing efficient problem-solving techniques.
- Fostered a positive work environment by actively participating in team-building activities and collaborating effectively with colleagues.
- Mentored new hires through shadowing sessions and constructive feedback, fostering their growth within the team.
- Participated in ongoing training sessions to stay updated on product offerings and industry trends.
- Investigated and resolved customer inquiries and complaints quickly.
- 18+ year expert in identification/authentication of Gibson guitars. There are likely very few in the company that have more experience with this than myself. Spent over a decade with my nose in the ledgers daily authenticating and identifying vintage Gibson instruments. I'm the "go-to" for these inquiries in my department.
Education
Associate of Science - Science
Motlow State Community College
Tullahoma, TN05.2006
Skills
- Patience and resilience
- Customer Focus
- Teamwork and Collaboration
- Customer Service
- Attention to Detail
- Problem-solving abilities
- Multitasking Abilities
- Calm and Professional Under Pressure
- Reliability
- Computer Skills
- Active Listening
- Effective Communication
- Adaptability and Flexibility
- Decision-Making
- Problem Resolution
Timeline
Consumer Service Representative
Gibson Guitar
02.2006 - Current
Associate of Science - Science
Motlow State Community College
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