Logan Forte
Jersey City,NJ
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
8
8
years of professional experience
Work History
CUSTOMER SUPPORT SPECIALIST
ALBERT
New York, NY
08.2021 - 06.2022
- Provided customer support to tier 2 and escalated internal and external customers.
- Resolved concerns with products or services to help with retention and drive sales.
- Multitasked to handle diverse customer needs in high-volume contact setting, prioritizing tasks to keep up with challenging deadlines
- Performed alpha and beta testing to identify issues and devise solutions.
- Collaborated with product managers and engineering team to document, validate and monitor logging and metrics.
OPERATIONS SPECIALIST
FRESHDIRECT
Bronx, NY
02.2020 - 07.2021
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Resolved concerns with products or services to help with retention and drive sales
- Liaised with warehouse and delivery teams to arrange product movements and deliveries.
- Coordinated with vendors, customers and internal departments to understand, monitor and communicate changes to workflows.
- Assisted various departments with change by communicating new improvement plans and expectations.
- Tracked and analyzed reports to determine needed improvements
CUSTOMER SERVICE REPRESENTATIVE - CONTRACTOR
THE REALREAL
Secaucus, NJ
11.2019 - 02.2020
- Exceeded daily goal of tickets resolved by 20%-50% by clarifying tier 2 and escalated customer issues and determined root cause of problems to resolve product or service complaints.
- Facilitated inter-departmental communication to effectively provide customer support.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
SALES SUPERVISOR
ADESSO
Jersey City, NJ
10.2018 - 10.2019
- Managed recruitment, training and development for highly effective sales team.
- Assessed training program effectiveness on regular basis and improved upon deficient areas.
- Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring 5%.
- Aided in change management activities for department and staff of 20 individuals.
MERCHANDISING ASSOCIATE
MACY’S
Brooklyn, NY
02.2018 - 09.2018
- Trained and managed merchandising 5 associates to uphold company standards in customer service and product information.
- Advanced sales cycle plans by maximizing placement of promotions, point of sale materials and product visibility.
- Planned and scheduled projects and directly performed installations.
RETAIL SUPPORT PRICING TEAM
MACY’S
Brooklyn, NY
03.2017 - 02.2018
- Updated pricing and signage to complete product displays and educate customers.
- Supervised inventory cycle counting processes, accounting and surplus records, product damages and product returns.
- Resolved problems, improved operations and provided exceptional service
SALES ASSOCIATE
MACY’S
Brooklyn, NY
08.2014 - 03.2017
- Engaged with customers to build rapport and loyalty.
- Helped customers locate products and checked store system for merchandise at other sites.
- Increased sales by offering advice on purchases and promoting additional products
- Enhanced product presentation and promotional material displays, working alongside retail representatives.
Education
Bachelor of Arts - Psychology
Brooklyn College of the City University of New York
Brooklyn, NY 05.2001 -
Skills
Customer response
Complaint resolution
Sales expertise
Report preparation
CRM
Training development aptitude
Service standard compliance
Teamwork and Collaboration
Employee Onboarding
Corporate Communications
Staff Management
Timeline
CUSTOMER SUPPORT SPECIALIST
ALBERT
08.2021 - 06.2022
OPERATIONS SPECIALIST
FRESHDIRECT
02.2020 - 07.2021
CUSTOMER SERVICE REPRESENTATIVE - CONTRACTOR
THE REALREAL
11.2019 - 02.2020
SALES SUPERVISOR
ADESSO
10.2018 - 10.2019
MERCHANDISING ASSOCIATE
MACY’S
02.2018 - 09.2018
RETAIL SUPPORT PRICING TEAM
MACY’S
03.2017 - 02.2018
SALES ASSOCIATE
MACY’S
08.2014 - 03.2017
Bachelor of Arts - Psychology
Brooklyn College of the City University of New York
05.2001 -