Kevin Cross
Customer Service Manager
Fredericktown,OH
Summary
Dedicated service improvement specialist committed to optimizing operational procedures and enhancing team efficiency. Proven track record in elevating customer satisfaction, fostering loyalty, and implementing effective retention strategies. Strong analytical skills combined with the ability to balance the needs of customers, employees, and organizational goals.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Total Gym Commercial
Mount Gilead, OH
01.2022 - 02.2025
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Provided exceptional customer service to ensure customer satisfaction.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Maintained an accurate inventory of Total Gym's exercise equipment and parts.
Machine Operator
FT Precision
Fredericktown, OH
01.2018 - 01.2022
- Observe machine operations to detect any problems or defects in the finished product.
- Adjusted machine settings according to production requirements.
- Load raw materials into machines according to specified measurements.
- Record production information such as quantities produced and materials used on daily logs.
- Prepared machine for production processes by equipping with required tools and parts.
- Ensure that safety guidelines are followed at all times while operating machinery.
- Maintain records of completed work and production data including volume produced and time required for each task.
- Documented daily production data and submitted accurate time logs to keep management up-to-date.
- Adjust machine settings to complete tasks accurately.
- Inspect finished work pieces to ensure conformance with specifications.
Collection Manager - Accounts
Rent 2 Own
Mount Vernon, OH
07.2014 - 12.2017
- Recognized by management for providing exceptional customer service.
- Created detailed reports on collections activity.
- Maintained regular performance appraisals for subordinates through verbal, written and on-going review programs.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Utilized skip tracing techniques to locate hard-to-find debtors.
- Completed day-to-day duties accurately and efficiently.
- Worked with cross-functional teams to achieve goals.
- Managed inventory and supplies to ensure materials were available when needed.
Store Manager
Rent A Center
Mount Vernon, OH
06.2007 - 06.2014
- Built relationships with key customers and stakeholders to grow business networks and locate new opportunities.
- Updated and maintained store signage and displays.
- Formed and sustained strategic relationships with clients.
- Delegated work to staff, setting priorities and goals.
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Showcased and built visually appealing displays and signs to encourage customers to buy specific products.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
- Monitored employee performance and identified performance gaps for corrective action.
- Managed inventory tracking and physical inventory counts to minimize loss.
- Prepared monthly reports on sales figures, expenses, profits.
Education
BBA - Business Management
Mount Vernon Nazarene University
Mount Vernon, OH05-2025
AIT Certification - Inventory Control Specialist
US Army Quartermaster School
Fort Lee, VA04-1995
Some College (No Degree) - Business
Central Ohio Technical College
Newark, OHSkills
- Conflict resolution techniques
- Issue resolution
- Verbal and written communication
- Customer relationship management (CRM)
- Decision-making
- Customer retention
- Staff management
- Shipping, receiving, and warehousing
- Time management
- Customer service
- Microsoft outlook, word, and Excel
Affiliations
- Coach Little League Baseball
- Golfing Enthusiast
- Boy Scout Volunteer
Accomplishments
- League MVP High School Baseball 1991
- 3 Time Employee of the Month 2007-2009
- District Store Manager of the Year 2010
- Collections Manager of the year 2015
Certification
- CPR Certified
- First Aid Certified
- Combat Medic Certified
- Forklift Certified
- Over Crane Certified
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Work-life balanceCareer advancementFlexible work hoursHealthcare benefitsPaid time off401k matchWork from home optionTeam Building / Company Retreats4-day work weekLanguages
English
Native language
Timeline
Customer Service Manager
Total Gym Commercial
01.2022 - 02.2025
Machine Operator
FT Precision
01.2018 - 01.2022
Collection Manager - Accounts
Rent 2 Own
07.2014 - 12.2017
Store Manager
Rent A Center
06.2007 - 06.2014
BBA - Business Management
Mount Vernon Nazarene University
AIT Certification - Inventory Control Specialist
US Army Quartermaster School
Some College (No Degree) - Business
Central Ohio Technical College
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