Kevin Bowens

Customer Service Specialist

• Accomplishments
  
• Received personal career mentorship from store director, Linda Martinez.
• Increased customer loyalties by 400% first two weeks of promotion.
• Constructed thousands of incredible strategies encouraging customers to sign up for credit cards.
• Drove and led store and district in new member acquisitions.
• Regularly outperformed team in acquiring new member sign-ups.
• Fascinated customers with satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Applied incredible sales strategy to engage customers and present solutions to suit individual needs.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Skills
• Customer service: Provided primary customer support to internal and external customers. Resolved concerns with products or services to help with retention and drive sales. Maintained and managed customer files and databases. Developed customer service improvement initiatives to decrease customer wait times.
• Sales: Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
• Teamwork: Complied with company policies and procedures by encouraging positive and effective work environment among employees. Reinforced established quality control standards and followed procedures for optimal customer interactions.
• Communication: Answered customer telephone calls promptly to avoid on-hold wait times. Offered quality advice and assistance to customers, paying attention to special needs or wants. Clarified customer issues and determined root causes of problems to resolve product or service complaints. Utilized customer service software to manage interactions and track customer satisfaction. Tracked customer service cases and updated service software with customer information. Actively listened to customers, handled concerns quickly, and escalated major issues to supervisors. Developed customer service policies and procedures to meet and exceed industry service standards. Participated by leading team meetings and training sessions to stay informed about product updates and changes. Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
• Cashiering: Being gifted and talented, as influencer and premier cashier, these skills were performed and instilled. Helped customers complete purchases, locate items, and join reward programs. Performed store opening, closing, and shift-change actions and kept accurate shift-change logs. Worked extra shifts during busy periods and covered for call-in employees to maintain service levels. Assisted customers by answering questions and fulfilling requests. Quickly and accurately counted drawers at start and end of each shift. Monitored areas for security issues and safety hazards. Received and processed customer payments. Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions. Processed both cash and card purchases and returns. Restocked and organized merchandise in front lanes. Trained team members on cash register operation and cash handling. Interpreted and enforced operating instructions, procedures and safety rules. Controlled merchandise zoning and monitored compliance with merchandising guidelines. Supervised cashiers to boost customer service levels, check accurate balances for transactions, and promote smooth operations. Led opening and closing procedures and conducted cashier drops, cash control, and vault monitoring. Communicated with customers and team members to solve problems. Operated POS cash register and equipment to collect payments. Educated employees on register use, merchandising, and customer service.

Summary

A highly motivated and experienced Customer Service Specialist with a proven track record of success in providing exceptional customer service and driving sales. Possesses strong communication, teamwork, and problem-solving skills. Proven ability to develop and implement customer service improvement initiatives. Seeking a challenging position in a fast-paced environment where I can utilize my skills and experience to make a positive impact.

• Performed, orchestrated, and organized inventory
• Worked with senior case managers to coordinate team development activities and train over thirty people.
• Helped develop monthly schedules and assignments.
• Developed and created programs and monitored effectiveness against individual participant needs.
• Oversaw staff development through in-depth training, workshops, seminars, and other learning opportunities.
• Recruited, interviewed, and hired staff members offering exceptional talent and bringing great skills to our team.
• Used coordination and planning skills to achieve results according to schedule.
• Maintained excellent attendance record, consistently arriving to work on time.
• Identified issues, analyzed information, and provided solutions to problems.
• Worked within applicable standards, policies, and regulatory guidelines to promote safe working environments.
• Improved operations through consistent hard work and dedication.
• Prepared our business for new deliveries and store set-ups.
• Shifted store and warehouse fixtures for constant store updates and seasons.
• Performed and adjusted inventory controls
• Drove 26-foot trucks safely and efficiently on both local and long-distance routes.
  Docked and unloaded trucks at various locations.
• Received positive feedback from customers for my safe and courteous driving.
• Completed all deliveries on time and within budget.
• Handled difficult driving conditions, such as icy roads and heavy traffic, and high winds with ease.
• Demonstrated strong attention to detail and ability to follow directions.
  Worked well independently and as part of team.
• Developed and implemented training programs for staff of forty people on how to operate and maintain powered industrial equipment and machines such as; bailors, compactors, scissor lifts, 6 types of ladders, floor scrubbers, leaf blowers, locks and chains, pallet jacks, power jacks, conveyor belts, 200-piece tool boxes. various battery-operated drills and bits. Demonstrated and trained teams on 26-foot trucks and how to operate to dock them safely, and how to operate store electronic devices.
• Developed and implemented training programs for staff
• Conducted outreach activities to engage local stakeholders in programs
• Monitored program performance and outcomes for successful delivery of services
• Implemented strategies to increase public awareness of social and community service programs
• Referred clients to appropriate team members, community agencies, and organizations to meet treatment needs
• Provided leadership, guidance, and support to staff members.

Built, moved, and staged furniture.

• Adhered to current health, safety and environmental policies and complied with quality and control standards for furniture assembly
• Used hand tools and production equipment to perform furniture assembly work and mastered blueprint reading to verify correct completion
• Fastened parts together with bolts, screws, speed clips, rivets, glue or other fasteners according to blueprints and customer specifications
• Collected designated assembly materials from bins, set up work stations per written instructions and inspected own work for accuracy and quality
• Captured required information for each assembled item and entered data into mobile reporting tool for precise tracking
• Deployed jigs, fixtures, soldering irons, crimping tools and small power tools and operated and tended to medium-duty machines
• Worked with management to confirm inventory to assemble and completed required pre-assembly reporting
• Applied sufficient torque with wrenches and ratcheting tools throughout entire workday
• Demonstrated manual dexterity and coordinated hand and finger movements to grasp, manipulate and assemble objects necessary to complete diverse furniture projects
• Identified best strategy for sequencing furniture assembly to maximize number of products available
• Coordinated with other departments to complete projects within deadline
• Maintained detailed records of production and assembly processes
• Assembled parts correctly according to specifications, reducing quality issues
• Documented all in-process and out-of-process assembly activities
• Trained new assembly personnel on proper use of equipment
• Carried out preventative maintenance, keeping tools and machinery functional
• Assisted in development of new assembly processes
• Troubleshot and resolved mechanical issues that occurred during assembly
• Followed safety protocols to maintain safe working environment
• Recognized and reported defective material and equipment to shift supervisor
• Assembled production parts with high degree of accuracy and precision using hand and power tools
• Collaborated with team members to promptly complete tasks and maintain consistent workflows
• Utilized blueprints, schematics and diagrams to accurately complete tasks
• Performed daily maintenance and inspection of machinery to drive optimal performance
• Participated in projects requiring assembly of large and small components
• Researched furniture materials and suggested pieces to clients based on budget and want
• Used blueprints to best design furniture layouts for homes and apartments, presenting these layouts to clients for review and approval
• Followed up with clients after installation and delivery to gauge customer satisfaction
• Updated customers on scheduled deliveries of furniture to homes
• Managed efficient cash register operations
• Developed strong rapport with customers and created positive impression of business
• Maintained up-to-date knowledge of store sales, payment policies and security standards
• Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs
• Provided exceptional services and pleasant shopping experiences to retail customers
• Created inviting environment for customers by maintaining store organization and cleanliness
• Prioritized helping customers over completing other routine tasks in store
• Stocked merchandise, clearly labeling items, and arranging according to size or color
• Built customer loyalty and retention by delivering excellent shopping experiences
• Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages

Acted in place of team ICM, (Inventory Control Manager), for five months to develop and increase potential. Gained valuable lessons and details about position and industry.

• Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances
• Completed daily cycle counts to maintain accuracy of records
• Verified incoming products and checked delivery totals to keep system records current and accurate
• Completed physical inventory counts each month
• Unloaded shipments, reviewed merchandise, and tracked paperwork
• Audited and corrected discrepancies in inventory numbers
• Used equipment like forklifts and pallet jacks to move inventory
• Recorded information, shortages, and discrepancies to keep records current and accurate
• Developed and implemented a system to track and monitor incoming, outgoing and on-hand inventory
• Budgeted and forecasted inventory needs incorporating sales trends and customer demand
• Developed and implemented inventory management strategies for improved stock flow
• Completed stock inventories to identify and address issues negatively impacting controls
• Built strong vendor relationships for timely goods and materials deliveries
• Managed inventory control for high-volume warehouses with accurate, timely stock replenishment
• Completed logs and reports detailing production data such as volume, materials used and quality assurance results, helping management make accurate operational decisions
• Located needed merchandise in inventory using software and placed on skids for transport to shelves
• Planned and scheduled projects and directly performed installations
• Collaborated with stock manager to effectively cut down on defective items in storage and in shipments
• Updated pricing by changing labels and signage for short-term promotions and final clearances
• Maintained store assets with effective loss-prevention strategies
• Followed orders precisely for correct items, sizes, and quantities
• Moved pallets to and from trucks and around warehouse with forklifts to stay on top of demanding schedules
• Created and enforced detailed organization processes to increase quality and service standards
• Stocked warehouse efficiently by comparing item numbers with storage locations
• Volunteered to assist with projects, demonstrating willingness to learn new tasks and increase skill levels
• Updated merchandise pricing to match new values and special promotional rates
• Noted unsafe components inside packages and discussed concerns with supervisors
• Reviewed printed tickets or digital orders to get item numbers and merchandise locations
• Transported merchandise pallets to move in warehouse
• Kept warehouse areas free of debris and safe for employees with proper storage and maintenance of machinery, tools, and supplies
• Worked with customers to pack items according to specific desires and requirements
• Reviewed order slips, picked products, and staged merchandise to be shipped
• Pre-assembled containers to be easily selected by packing associates
• Maintained tidy and clean work areas to promote optimal productivity and safety standards
• Filled shortages in available goods by requisitioning merchandise from suppliers based on space, demand and current pricing
• Labeled boxes, crates, and containers with accurate order information, destinations, and codes to minimize shipping errors
• Compiled reports of cost factors such as labor, production, and equipment
• Received new stock and input values into computer system
• Monitored packaging supply inventory and proactively requisitioned materials to avoid shortages
• Tracked accumulated hours and dollar amounts charged to each client job to calculate client fees for professional services such as legal or accounting services
• Kept aisles clear and clean while restocking to prevent accidents and enable others to easily pass by
• Picked and packed order items
• Prepared and checked outbound shipments for accuracy
• Stocked shelves to match planogram images and instructions
• Orchestrated effective materials management with strong stock rotation strategies, new order placements, and shipping inspections
• Promoted warehouse safety by reporting or resolving safety hazards and observing OSHA guidelines
• Oversaw warehouse staff and maintained efficiency in fast-paced environment
• Identified and tracked slow-moving inventory, recommended promotions, and determined optimal replacements
• Recorded daily activities for inventory control
• Stocked shelves, racks, and cases with new or transferred merchandise
• Executed regular inventory counts and supply audits to monitor shrinkage and generate insights into purchasing decisions

• Coming back to work and being referred
• This store was in desperate need of highly appreciated talented veterans.
• Was able to complement, transform, influence, and increase work capacity and performance
• Rotated stock correctly to prevent out-of-date products and removed aging items from main shelving to build special promotional displays
• Operated manual and electric pallet jacks, safely relocating heavy merchandising sales floors for timely stocking
• Consistently lifted materials weighing as much as fifty pounds
• Helped customers locate desired items and transfer oversized items to vehicles
• Maintained effective team member communication
• Greeted customers and directed to requested products
• Performed inventory control, such as counting, and stocking merchandise
• Placed products in correct storage locations to keep stock areas organized and inventory counts accurate
• Answered customer questions and provided detailed product information
• Evaluated incoming shipments for quality issues and processed unacceptable materials for return
• Alternated goods in inventory by observing first-in and first-out approach to keep shelves organized and properly stocked
• Monitored inventory levels in stockrooms and alerted management to any discrepancies
• Maintained stockroom records and generated reports for management
• Unloaded, sorted and stocked merchandise according to store layout and product placement
• Processed and packaged stock items for customer purchases
• Noted unsafe components inside packages and discussed concerns with supervisors
• Stocked warehouse efficiently by comparing item numbers with storage locations
• Transported merchandise pallets to move in warehouse
• Coordinated efficient organization, palletizing and transportation of completed packages
• Promoted warehouse safety by reporting or resolving safety hazards and observing OSHA guidelines
• Transported merchandise to sales floor and replenished out-of-stock and low-stock items
• Located needed merchandise in inventory using various handheld software tools and placed on skids for transport to shelves
• Calculated correct order totals, updated accounts, and maintained detailed records for inventory management
• Labeled products, rotated stock, and fronted merchandise for appealing displays
• Greeted store customers and discussed needs
• Stocked designated items on shelves, end caps, and displays
• Supervised inventory cycle counting processes, accounting and surplus records, product damages, and product returns
• Created and enforced detailed organization processes to increase quality and service standards
• Kept work areas neat, clean, and free from debris
• Orchestrated effective materials management with strong stock rotation strategies, new order placements, and shipping inspections
• Tracked production and quality control systems to proactively identify deficiencies
• Planned and scheduled projects and directly performed installations
• Kept warehouse areas free of debris and safe for employees with proper storage and maintenance of machinery, tools, and supplies
• Completed inventory accounts to keep records current and promote accurate ordering
• Prepared and checked outbound shipments for accuracy
• Delivered store policy information to patrons at checkout, reducing customer service complaints and calls
• Collaborated with stock manager to effectively cut down on defective items in storage and shipments
• Stocked shelves to match planogram images and instructions
• Supervised and trained new staff in performing census
• Kept aisles clear and clean while restocking to prevent accidents and enable others to easily pass by
• Contributed to develop new systems and stocking procedures to improve overall stock organization and management
• Helped team organize and conduct store-wide markdowns and clearance sales to move end-of-season merchandise and make room for new stock
• Double-checked cargo inventories and documentation for accuracy
• Updated pricing by changing labels and signage for short-term promotions and final clearances
• Conducted interviews by following stringent guidelines and confidentiality laws
• Oversaw warehouse staff and maintained efficiency in fast-paced environment
• Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings
• Supervised guests at front counter, answering questions regarding products
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness
• 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
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits
• Mitigated business risks by working closely with staff members and assessing performance
• Scheduled employees for shifts, taking into account customer traffic and employee strengths
• Negotiated prices and services with customers and vendors to decrease expenses and increase profit
• Implemented business strategies, increasing revenue and effectively targeting new markets
• Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization

Being corporately invited by this store director after 922 was shut down

• Relationship began in 2001 when one business bought another
• Being assigned to one another began proper measurement of guided skill development.
• Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently
• Achieved results by working with staff to meet established targets
• Monitored workflow to improve employee time management and increase productivity
• Maintained compliance with company policies, objectives, and communication goals
• Handled customer complaints, resolved issues, and adjusted policies to meet changing needs
• Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
• Evaluated employee performance and coached and trained to improve weak areas
• Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts
• Created successful work schedules for each team member to maintain deadlines and fully staff shifts
• Conducted routine inspections to check quality and compliance with established specifications
• Boosted team performance by developing customer service training materials and conducting service training
• Developed and implemented customer service policies to enhance satisfaction
• Solicited customer feedback to identify and improve on areas of weakness
• Identified unsafe or unhealthful workplace conditions or hazards to enforce safe work practices and procedures
• Developed and updated tracking spreadsheets for process monitoring and reporting
• Maintained overall safe work environment with employee training programs and enforcement of safety procedures
• Supported creation of detailed, technical financial models to value potential acquisition targets
• Observed packing operations to verify conformance to specifications
• Gathered, organized and input information into digital database
• Generated reports detailing findings and recommendations
• Developed effective improvement plans in alignment with goals and specifications
• Conducted regular reviews of operations and identified areas for improvement
• Optimized customer experience by delivering superior services and effectively troubleshooting issues
• Evaluated staff performance and provided coaching to address inefficiencies
• Frequently inspected production area to verify proper equipment operation
• Educated staff on organizational mission and goals to help employees achieve success
• Helped meet changing demands by recommending improvements to business systems or procedures
• Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making
• Collected, arranged, and input information into database system
• Created and managed project plans, timelines and budgets
• Devised and implemented processes and procedures to streamline operations
• Evaluated customer needs and feedback to drive product and service improvements
• Maintained database systems to track and analyze operational data
• Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials

• Although this was nonworking location, it was nearest to shutdown-down store, number 922
• Coming with experience, this became home store in 2009, after Raleigh's relocated
• Everything learned was enhanced here continuously over time
• Writing orders, following schematics, certification for power equipment operations, managing people, overnight duties, scan coordination, cashiering
• As well as produce and floral training
• These are what were given to inspire continued education.
• Achieved production targets on regular basis by carefully managing processes
• Reviewed work to assess quality and compliance with production standards
• Inspected forklifts and other equipment for safety concerns and oversaw maintenance services
• Answered questions from customers and discussed new products placed in dairy cases
• Restocked cases with new merchandise and removed expired items for proper disposal
• Kept close eye on department employees and customers to assess theft risks and maintain loss prevention goals
• Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized
• Submitted reports to senior management to aid in business decision-making and planning
• Reduced expenses by renegotiating vendor contracts to eliminate waste and boost cost savings
• Promoted business development by building and maintaining relationships with new clients
• Trained team members in successful strategies to meet operational and sales targets
• Decreased inventory shrinkage, drive-off, and daily cash discrepancies by closely monitoring daily operations
• Marked-down clearance items and relocated merchandise to proper store areas
• Maintained clean, adequately stocked, and organized store by streamlining daily operations and introducing new procedures

• Clerk experience inspired tremendous desire to supervise teams.
• Experience embedded strong desire to improve leadership abilities.
• Developed plan to increase functional abilities by 5% per year.
• Evaluated employee performance and coached and trained to improve weak areas
• Enforced rules and regulations outlined in company's manual to set forth expectations comprehensibly and consistently
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
• Mentored newly hired employees on operating equipment and safety and developed pieces of training to use for reference
• Maintained current knowledge of store promotions and highlighted sales to customers
• Worked with floor team and managers to meet wide variety of customer needs
• Performed cash, card, and check transactions to complete customer purchases
• Learned duties for various positions and provided backup at key times
• Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked
• Cleaned and maintained store aisles and merchandise displays to provide customers with positive experience
• Inspected floor displays, noted missing items, and immediately replenished merchandise
• Rotated grocery products ensuring that expired or spoiled items were immediately removed and adhered to "first in, first out" rule