Marc Silberman
Los Alamitos,CA
Summary
Driven hard working professional with exceptional record of accomplishment in exceeding sales, service and customer service. High-energy team player ready to leverage abilities to positively impact sales numbers and promote company success. Passionate about building strong customer relationships, building rapport with co-workers, driving brand loyalty, and increasing customer engagement.
Overview
10
10
years of professional experience
Work History
Senior Customer Service Representative
Exemplis
Cypress, CA
09.2022 - Current
- Excellent knowledge of the contract furniture industry, product offerings, and standard policies.
- Met and exceeded performance goals to support long-term company growth and market dominance.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledge bases to develop strategic solutions.
- Support secondary training for new CXRs as they transition into a regional team.
- Proven ability to navigate difficult situations, find alternatives, and offer solutions, even when all of the details are not present.
- Exercise leadership skills by assisting with huddles, and filling in for supervisors when necessary.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Customer Service Representative
Exemplis
Cypress, CA
10.2021 - Current
- Provide outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Provides exceptional phone, email, and chat support to our customers, going beyond just answering questions such as order status, pricing, customer order options, and changes to orders.
- Adheres to service, performance, and operational standards established for Customer Service (KPIs). Engage in continuous learning and training sessions.
- De-escalates problematic customer concerns, maintaining a calm, friendly demeanor.
Sales Representative
Southern Lock and Supply
Largo, FL
02.2020 - 10.2021
- Processed customer orders by advising on product application, availability, correct part numbers, and price.
- The ability to multitask, prioritize, and manage time efficiently while working independently or as an active member of a team.
- Developed customized sales techniques to successfully sell and upsell all products and services to new and existing clients.
- Placed orders and answered customer questions in person, through email, and over the phone to maximize customer service.
- Built and maintained effective relationships with peers and upper management to drive team success toward common sales, service, and operational goals.
Dispatcher/Customer Service Associate
Straight Line Transport
Huntington Beach, CA
04.2017 - 12.2019
- Scheduled drivers to pick up products and deliver them to the customers and vendors.
- Supported customer service goals and enhanced relations through friendly, knowledgeable, and positive communication.
- Collaborated with management to modify daily routes to accommodate the needs of customers.
- Cultivated strong relationships with drivers and customers to reduce the stress that comes with last-minute schedule changes.
- Provided outstanding service to new and long-standing customers by attending closely to concerns, and developing solutions.
Shipping and Receiving Clerk
Precision Ferrites & Ceramics
Huntington Beach, CA
06.2015 - 03.2017
- Received incoming shipments and compared items to the work orders provided by the supervisor.
- Checked customer orders, labeling, and documentation prior to shipment to avoid delays.
- Prepared and processed shipping documents, including work orders, shipping orders, route materials, and bills of lading.
- Performed inspections of shipment contents, verifying accuracy against invoices and manifests.
- Performed regular cycle counts to maintain accurate inventory records.
Education
Bachelor of Arts - Recreation and Leisure Studies
California State University
2005
Skills
- Effective communication
- Professional telephone demeanor
- Technical proficiency
- Effective Time Management Skills
- Training and Development
- Complaint resolution
- Product knowledge
- Problem-solving abilities
- Critical thinker
- Customer relationship management (CRM)
- Microsoft Office expertise
- Data entry accuracy
Timeline
Senior Customer Service Representative
Exemplis
09.2022 - Current
Customer Service Representative
Exemplis
10.2021 - Current
Sales Representative
Southern Lock and Supply
02.2020 - 10.2021
Dispatcher/Customer Service Associate
Straight Line Transport
04.2017 - 12.2019
Shipping and Receiving Clerk
Precision Ferrites & Ceramics
06.2015 - 03.2017
Bachelor of Arts - Recreation and Leisure Studies
California State University
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