Kraig Gridley
Englewood,OH
Summary
Dynamic leader with a proven track record at 1 Click Logistics, adept in workload balancing and coaching, enhancing team productivity by over 30%. Expert in compliance management and customer service, I excel in creating efficient, safe work environments and resolving complex issues, fostering high customer loyalty and team performance.
Inbound team leader with high standards and results-driven mindset. Demonstrated expertise in team collaboration, conflict resolution, and process optimization. Strong focus on customer satisfaction, problem-solving, and adapting to changing needs. Known for reliability, effective communication, and leadership in dynamic environments.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Inbound Team Lead
1 Click Logistics
03.2024 - Current
- Balanced competing priorities effectively while maintaining focus on key deliverables, ensuring timely completion of tasks and consistent achievement of operational goals.
- Developed comprehensive training programs for new hires, ensuring quick integration into the team and accelerated achievement of performance benchmarks.
- Streamlined reporting processes to provide senior management with accurate data on key performance metrics in a timely manner.
- Conducted thorough analyses of inbound operations to identify opportunities for process optimization, leading to increased efficiency in handling shipments from multiple sources simultaneously.
- Leveraged data-driven insights to develop strategic plans for improving overall departmental performance and achieving long-term business objectives.
- Maintained strict compliance with safety regulations within the department, resulting in a consistently safe working environment for employees.
- Efficiently managed resources during peak periods by effectively allocating staff members based on workload demands across various tasks and assignments.
- Improved inventory accuracy through diligent monitoring, regular audits, and effective collaboration with the warehouse team.
- Nurtured a strong sense of teamwork among staff members, resulting in high levels of employee engagement and collaboration across departments.
- Promoted a positive work environment by proactively addressing conflicts within the team and fostering open communication among staff members.
- Enhanced team productivity by implementing efficient work processes and streamlining communication channels.
- Managed a high-performing team of inbound specialists, consistently surpassing performance targets and maintaining low employee turnover rates.
- Investigated and resolved customer inquiries and complaints quickly.
Assistant Manager
Thunderbowl Lanes
04.2023 - 03.2024
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Generated repeat business through exceptional customer service.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
Customer Service Representative III
Taylor Communications
05.2000 - 08.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Participated in training programs to enhance product knowledge and customer service skills.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Improved resolution time with effective problem-solving for customer complaints.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
High School Diploma -
Vandalia Butler
Vandalia05-1985
Skills
- Team motivation
- Workload balancing
- Stress tolerance
- Coaching and mentoring
- Compliance management
- Customer service
- Problem-solving skills
- Resolving issues
- Verbal and written communication
- Quality control
- Organizational skills
- Shipping and receiving
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Documented and resolved receiving Issues which led to less mistakes being made by receivers.
- Supervised team of 12 staff members.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Certification
- CPR/AED Certification
- Forklift Certification
- Ohio Driver's License
Languages
English
Full Professional
Timeline
Inbound Team Lead
1 Click Logistics
03.2024 - Current
Assistant Manager
Thunderbowl Lanes
04.2023 - 03.2024
Customer Service Representative III
Taylor Communications
05.2000 - 08.2023
- CPR/AED Certification
- Forklift Certification
- Ohio Driver's License
High School Diploma -
Vandalia Butler
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