Nicholas Kelly
Akron,United States
Summary
Im a very hard worker, and i learn very easily. Im reliable, dependable, charismatic. Im always on time and im very good with sales.
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. Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
T.D. Rowe
Akron, OH
07.2017 - 07.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Provided information regarding charge accounts and loyalty programs.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained new personnel regarding company operations, policies and services.
- Maintained up-to-date knowledge of product and service changes.
- Answered average of [Number] calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Managed timely and effective replacement of damaged or missing products.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained staff on operating procedures and company services.
- Sought ways to improve processes and services provided.
- Increased efficiency and team productivity by promoting operational best practices.
- Applied highly effective selling skills while properly engaging and presenting solutions to customers.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Handled over [Number] calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
- Promoted available products and services to customers during service, account management and order calls.
- Delivered excellent customer service, resulting in consistent [Number]% customer satisfaction rating.
- Handled [Type] customers in fast-paced [Type] setting in coordination with solid team of [Number] customer service associates.
- Effectively communicated with customers about account changes, new [Type] products or services and potential [Type] upgrades.
- Welcomed, greeted and assisted guests in high-traffic store, generating $[Amount] of dollars in [Timeframe] business.
Shipping and Receiving Associate
AMS Distribution
Strongsville, OH
01.2013 - 03.2016
- Updated database with changes in carrier status.
- Received incoming shipments, compared contents against associated records and transmitted to proper department.
- Operated equipment such as forklifts and balers to move outgoing shipments to loading area.
- Organized storage areas to optimize materials movements and minimize labor hours.
- Conducted counts and audits of inventories to identify and resolve discrepancies in records.
- Inspected merchandise and sent damaged pieces for repair before shipment.
- Reviewed order data to verify transactions and shipping dates.
- Completed basic mathematical calculations to check weights and dimensions of shipments.
- Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
- Boosted inventory and recordkeeping accuracy by conducting thorough inspections and comparing shipment contents with documentation.
- Communicated with vendor representatives to resolve damaged shipments and item shortages.
- Packed, secured, labeled and applied postage to materials to prepare items for shipment.
- Verified orders by comparing names and quantity of items packaged with shipping documents.
- Moved shipment materials to and from designated areas using lift and hand trucks.
- Handled day-to-day shipping and receiving overseeing more than [Number] packages per day.
- Maintained effective and on-schedule delivery of [Type] and [Type] packages, identifying and selecting optimal shipping methods to meet targets.
- Communicated with carrier representatives, arranging for special deliveries and shipment receipts.
- Corresponded with carrier representatives to make arrangements and provide instructions for shipment and delivery of orders.
- Compiled and maintained important records such as [Type], [Type] and [Type] data using [Software].
Shipping and Receiving Associate
Little Tikes
Stow, OH
04.2011 - 01.2013
- Updated database with changes in carrier status.
- Received incoming shipments, compared contents against associated records and transmitted to proper department.
- Operated equipment such as forklifts and balers to move outgoing shipments to loading area.
- Inspected merchandise and sent damaged pieces for repair before shipment.
- Organized storage areas to optimize materials movements and minimize labor hours.
- Reviewed order data to verify transactions and shipping dates.
- Orchestrated routing by producing accurate shipping documentation and package labels.
- Monitored scheduled shipment dates to achieve timely delivery, expediting as necessary and communicating variances to customers.
- Maintained up-to-date price lists to accurately calculate shipping, shortage and demurrage costs.
- Documented cargo movement such and obtained onward movement data.
- Supported reporting, accounting and recordkeeping staff with accurate updates regarding shipment information.
- Partnered with representatives from different carriers to arrange materials shipments.
- Communicated with carrier representatives, arranging for special deliveries and shipment receipts.
- Drafted and managed work and shipping orders, bills of lading and shipping route materials for accurate and compliant recordkeeping.
Education
High School Diploma -
Hovan High School
Akron, OH08.2011
Skills
- Data Entry and Maintenance
- Customer Data Confidentiality
- Courteous with Strong Service Mindset
- Customer Retention Strategies
- Calm and Professional Under Pressure
- Customer Account Management
- Order and Refund Processing
- Upbeat and Positive Personality
- Upselling Products and Services
- Efficient and Detail-Oriented
- POS Systems and Ordering Platforms
- Issue and Complaint Resolution
- Responding to Difficult Customers
- Call Documentation
- Understanding Customer Needs
- Building Customer Trust and Loyalty
- Cash Register Operations
- Inbound and Outbound Calling
- Report Preparation
- Answering Customer Questions
- Credit Card Payment Processing
- Inquiry Requests
- Customer Service and Assistance
- Educational Opportunities
- Telephone Management
- Correcting Discrepancies
- Team-Oriented and Cooperative
- Merchandise Orders and Exchanges
- Critical Thinking
- Skilled in Microsoft Office
- Solving Customer Concerns
- Establishing and Maintaining Customer Relationships
- Recommending Solutions
- Computer Proficiency
- Sales Report Generation
- Im dependable
- Im reliable and always on time
Timeline
Customer Service Representative
T.D. Rowe
07.2017 - 07.2021
Shipping and Receiving Associate
AMS Distribution
01.2013 - 03.2016
Shipping and Receiving Associate
Little Tikes
04.2011 - 01.2013
High School Diploma -
Hovan High School
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