Michael Walton
Indianapolis,IN
Summary
Skilled professional adept at analyzing and interpreting customer feedback to develop efficient strategies for improvement. Strong ability to evaluate data, identify trends, and provide actionable insights that enhance customer satisfaction. Known for excellent problem-solving skills and ability to contribute positively to team dynamics. Previous roles have resulted in improved customer relations and operational efficiency.
Overview
24
24
years of professional experience
Work History
Driver
Allegro Logistics
Indianapolis, Indiana
12.2023 - Current
- Navigated routes using GPS technology to optimize travel time.
- Loaded and unloaded packages carefully to prevent damage during transit.
- Delivered goods in a timely fashion while adhering to speed limits and other traffic regulations.
- Drove safely in all weather conditions including rain, snow, sleet, ice.
- Verified deliveries against shipping instructions prior to delivering to customers.
- Grouped and routed deliveries according to designated areas to maintain efficient delivery times.
Analyst
Adidas Indy
Indianapolis, Indiana
01.2018 - 09.2023
- Utilized data analytics tools to assess performance metrics and enhance decision-making.
- Conducted weekly meetings and developed reports on inventory trends and discrepancies for management review.
- Coordinated physical counts and reconciled discrepancies between system records and actual stock.
- Assisted in forecasting inventory needs based on sales trends and market demands.
- Maintained accurate records of all data collected during analysis processes.
Customer Service/Sales Coordinator
Adidas Indy
Indianapolis, USA
05.2011 - 01.2018
- Provided exemplary customer service by anticipating customer needs.
- Utilized email and telephones from customers and sales reps to enter orders and/or check available inventory.
- Developed standard operating procedures for new processes or methods.
- Review and maintain customer orders, and keep them in workable status.
- Managed communication between the sales, marketing, and distribution departments effectively.
- Provided weekly reports with order status and recommendations to Sales Reps, Sales Directors and management.
Senior Customer Service Specialist
Ecolab GCS
Fishers, USA
01.2008 - 11.2010
- Selected to head the Customer Service Advisory Board to recommend improvements in customer interaction and interdepartmental communication.
- Utilized the SAP to place service orders, keep records of customer interactions and transactions, and record details of inquiries, complaints, and comments.
- Provided technical support and troubleshooting assistance to customers.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Customer Service Supervisor
Trendfund, LLC
Indianapolis, USA
01.2005 - 07.2008
- Promoted to Customer Service Supervisor
- Developed an improved customer data collection system by combining separate data sources and creating one user interface to access customer data. The system lowered customer wait time and thus increased customer satisfaction
- Evaluated employee performance and implemented strategies to help improve efficiency to reach their goals
- Spearheaded the adoption of a new phone system from an expensive, legacy phone system to an improved VOIP based phone system. The phone system connected separated offices to one system and also saved the company over 30% of annual phone expenses; resulted in faster communication and faster response to office and headquarter requests
Customer Service Representative
Trendfund, LLC
Indianapolis, USA
09.2003 - 01.2005
- Developed and implemented a customer relationship program resulting in a customer retention rate increase of more than 9% for six consecutive quarters
- Achieved consistent client satisfaction.
- Resolved customer complaints and requests for refunds, exchanges and adjustments.
- Multitasked between multiple databases obtain customer information.
- Created new orders for clients, processed billing, and resolved delinquent accounts.
Receiving Forklift Operator
Peri Formworks
Indianapolis, USA
04.2002 - 09.2003
- Oversaw incoming and outgoing shipping activities to ensure accuracy, completeness and condition of shipments.
- Picked orders accurately and delivered them to designated areas within the facility.
- Loaded and unloaded trucks using forklifts and pallet jacks safely.
- Organized inventory in designated storage areas for easy access.
- Adhered to safety protocols while operating heavy machinery in busy environment.
- Directed movement of shipments from shipping and receiving to storage and work areas.
Skills
- Customer service
- Analytical skills
- Problem resolution
- Account management
- Inventory control
- Report creation
- Forecasting methods
- Order processing
- Logistics coordination
References
Available upon request
Timeline
Driver
Allegro Logistics
12.2023 - Current
Analyst
Adidas Indy
01.2018 - 09.2023
Customer Service/Sales Coordinator
Adidas Indy
05.2011 - 01.2018
Senior Customer Service Specialist
Ecolab GCS
01.2008 - 11.2010
Customer Service Supervisor
Trendfund, LLC
01.2005 - 07.2008
Customer Service Representative
Trendfund, LLC
09.2003 - 01.2005
Receiving Forklift Operator
Peri Formworks
04.2002 - 09.2003