Summary
Overview
Work History
Education
Skills
Timeline
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Lance Shostle

Palmdale,CA

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Overview

30
30
years of professional experience

Work History

CSS ( Customer Service Specialist )

US Autoforce
Santa Clarita, CA
05.2007 - Current
  • Answered incoming customer inquiries regarding product and service information.
  • Provided assistance to customers in navigating website, placing orders, and resolving complaints.
  • Responded to customer emails with accurate product and service information.
  • Performed data entry of customer orders into the company's order management system.
  • Maintained a high level of professionalism while interacting with customers via phone or email.
  • Researched complex issues raised by customers, identified solutions, and provided timely responses.
  • Processed returns, refunds, exchanges according to company policies and procedures.
  • Followed up with customers after transactions to ensure satisfaction levels were met.
  • Collaborated with colleagues from other departments in order to resolve customer concerns quickly.
  • Investigated escalated customer complaints utilizing problem-solving skills to identify root causes of issues.
  • Troubleshot shortages and overages to support quality control efforts.
  • Answered inbound calls, chats and emails to facilitate customer service.

CSR

CPW / HEAFNER / AMERICAN TIRE DIST
Moorpark, CA
04.1999 - 05.2007
  • Provided customer service support to customers over the phone and by email.
  • Handled customer inquiries and complaints in a timely manner.
  • Identified customer needs and provided appropriate solutions.
  • Processed orders, forms, applications, and requests.
  • Researched required information using available resources.
  • Educated customers on special pricing opportunities and company offerings.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Developed strong customer relationships to encourage repeat business.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

Asst Manager

Winston Tire co.
Reseda, CA
05.1994 - 04.1999
  • Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
  • Conducted regular performance reviews for employees to identify areas of improvement.
  • Ensured compliance with safety regulations and company policies.
  • Monitored employee attendance records, timekeeping, and payroll information.
  • Managed customer service inquiries and complaints in a timely manner.
  • Resolved conflicts between team members in an effective manner.
  • Maintained up-to-date knowledge of company products and services.
  • Served as a liaison between staff members and senior management personnel.
  • Organized schedules, workflows and shift coverage to meet expected business demands.
  • Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
  • Delegated daily tasks to team members to optimize group productivity.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Delegated work to staff, setting priorities and goals.

Education

High School Diploma -

Chatsworth High School
Chatsworth, CA
06-1993

Skills

  • Regulatory Compliance
  • Report Generation
  • Customer Service
  • Customer Relationship Management
  • Call Centers
  • Customer Relationship Management (CRM)
  • Account Management
  • Customer Retention

Timeline

CSS ( Customer Service Specialist )

US Autoforce
05.2007 - Current

CSR

CPW / HEAFNER / AMERICAN TIRE DIST
04.1999 - 05.2007

Asst Manager

Winston Tire co.
05.1994 - 04.1999

High School Diploma -

Chatsworth High School

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Lance Shostle