Summary
Overview
Work History
Education
Skills
Accomplishments
Additional Information
Timeline
Generic

Mark Timm

Cedar Falls,IA

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

23
23
years of professional experience

Work History

Customer Service Associate

Fleet Farm
Cedar Falls, IA
05.2021 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Informed customers about special promotions and provided detailed information for various products.
  • Developed and actualized customer service initiatives to decrease wait times.

Customer Service Manager

Walmart
Waterloo, IA
01.2016 - 05.2020
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Followed through with client requests to resolve problems.

Aircraft Maintenance Technician

Department Of Defense Army
Annville, PA
03.2007 - 10.2014
  • Removed components such as landing gear, engines and flight control.
  • Maintained repair logs to document all corrective and preventive aircraft maintenance.
  • Operated power tools, gauges and testing equipment to adjust, repair and replace faulty components in aircrafts.
  • Performed scheduled and unscheduled inspections to check flight readiness of aircraft.
  • Diagnosed faults and developed resolution plans.
  • Obtained fuel and oil samples to check for contamination.
  • Performed flight line AFE preflight and postflight requirements.
  • Lubricated shafts, bearings and gears to maintain optimal performance.

Corrugator Operator

International Paper
Waterloo, IA
09.2000 - 03.2007
  • Operated machining equipment safely with team of operators.
  • Complied with company and OSHA safety rules and regulations.
  • Set up and ran machinery to produce exceptional products for industrial needs.
  • Assessed equipment after each production run and performed preventive maintenance to keep machines running smoothly.

Shift Manager

McDonald's
Evansdale, IA
10.1996 - 09.2000
  • Trained and mentored new employees to maximize team performance.
  • Supervised employees and oversaw quality compliance with company standards for food and services.
  • Kept employees operating productively and working on task to meet business and customer needs.
  • Coached crew members to optimize performance and motivate toward more efficient work.
  • Exercised composure under pressure and in escalated customer service scenarios.
  • Excelled in every store position and regularly backed up front-line staff.
  • Worked closely with team members to schedule breaks and shifts to meet state regulations.

Education

GED -

Hawkeye Community College
Waterloo, IA
06.1997

Skills

  • Building Customer Trust and Loyalty
  • Understanding Customer Needs
  • Responding to Difficult Customers
  • De-escalation Techniques
  • Customer Account Management
  • Courteous with Strong Service Mindset
  • POS Systems and Ordering Platforms
  • Upselling Products and Services
  • Order and Refund Processing
  • Verbal and Written Communication

Accomplishments

  • Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.

Additional Information

Served in the National Guard from Aug. 1998 to May 2014. Iraqi Freedom combat veteran.

Timeline

Customer Service Associate

Fleet Farm
05.2021 - Current

Customer Service Manager

Walmart
01.2016 - 05.2020

Aircraft Maintenance Technician

Department Of Defense Army
03.2007 - 10.2014

Corrugator Operator

International Paper
09.2000 - 03.2007

Shift Manager

McDonald's
10.1996 - 09.2000

GED -

Hawkeye Community College

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Mark Timm