Lance Kern
Albion,MI
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
15
15
years of professional experience
Work History
Customer Support Specialist - Data Entry Level III
Girl Scouts Heart Of Michigan
06.2017 - 02.2024
- Provided timely assistance to customers via phone, email, and in-person interactions ensuring a high level of professionalism at all times.
- Conducted regular training sessions for new team members, promoting best practices in customer support operations.
- Assisted in the development of user guides, FAQs, and other self-help resources for customers and staff seeking quick answers to common questions.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Served as a subject matter expert on specific products or services, providing high-level support to both customers and fellow team members.
Junior Manager
Disc Traders
02.2013 - 06.2017
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
Supervisor
Formula K Family Fun Park
05.2009 - 09.2014
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
Education
High School Diploma -
Mattawan High School
Mattawan, MI05.2008
Skills
- Customer service excellence
- Salesforce CRM system proficiency
- Payment Processing
- Data Entry
- Paperwork Processing
- Account Management
- Client Relations
- Staff education and training
- POS systems expert
- Conflict Resolution
- Active Listening
Timeline
Customer Support Specialist - Data Entry Level III
Girl Scouts Heart Of Michigan
06.2017 - 02.2024
Junior Manager
Disc Traders
02.2013 - 06.2017
Supervisor
Formula K Family Fun Park
05.2009 - 09.2014
High School Diploma -
Mattawan High School
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