Summary
Overview
Work History
Education
Skills
Timeline
Generic

Justin Grafton

Saugerties,New York

Summary

Multifaceted [Job Title] with proven customer service expertise, strong attention to detail and superior work ethic. Proficient in supporting customer service teams by addressing escalated issues and assisting with troubleshooting. Talented trainer and mentor with performance-oriented mindset. Energetic professional proudly certified in customer service. Poised and reliable with experience training and mentoring new employees in phone etiquette and troubleshooting. Ready for the next great position with [Name of Company] as a top-notch Customer Service Lead. Systematic Lead Customer Service Representative committed to simultaneously handling customer and associate needs. Thorough and skilled researcher possessing first-rate communication and analytical problem-solving abilities. Focused on increasing team performance by defining and clarifying goals, responsibilities and roles.

Overview

19
19
years of professional experience

Work History

Customer Service Lead

Big Lots
10.2022 - Current
  • Responded to customer requests for products, services, and company information.
  • Answered constant flow of customer calls with minimal wait times.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Responded to customer questions to answer questions about products and services.

Customer Service Lead

Big Lots
10.2011 - Current
  • Responded to customer requests for products, services, and company information.
  • Answered constant flow of customer calls with minimal wait times.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Responded to customer calls and emails to answer questions about products and services.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • leads and provides direction to store associates performing all cashiering, customer service, recovery and furniture-related activities on the sales floor

Furniture Sales Manager

Big Lots
10.2011 - Current
  • Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
  • Followed up with clients after installation and delivery to gauge customer satisfaction.
  • Directed sales support staff in administrative tasks to help sales reps close deals.
  • Developed compelling presentation decks to gain approval for ideas and communicate results.

Call Center Representative

Partsearch Technologies
01.2005 - 01.2010
  • Increased efficiency and team productivity by promoting operational best practices.
  • Performed various clerical duties by filing and faxing documents and creating customer databases.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Created and maintained detailed database to develop promotional sales.

Education

GED -

Onteora High School
Boiceville, NY

No Degree - Liberal Arts And General Studies

Ulster County Community College
Stone Ridge, NY
09.1990

Skills

  • Interdepartmental Communication
  • Report Transcription
  • Stocking and Replenishing
  • Product Location
  • Order Management
  • Rewards Programs
  • Coaching and Mentoring
  • Active Listening
  • Sales Expertise
  • Customer Service Excellence
  • Staff Training

Timeline

Customer Service Lead

Big Lots
10.2022 - Current

Customer Service Lead

Big Lots
10.2011 - Current

Furniture Sales Manager

Big Lots
10.2011 - Current

Call Center Representative

Partsearch Technologies
01.2005 - 01.2010

GED -

Onteora High School

No Degree - Liberal Arts And General Studies

Ulster County Community College

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Justin Grafton