Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nicholas Ray

Aurora,IL

Summary

Accomplished Customer Service Manager with a proven track record at Lowes Home Improvement Stores, enhancing customer satisfaction and loyalty through expert problem-solving and effective team leadership. Skilled in Microsoft Office and adept at fostering a culture of collaboration, significantly reducing complaints and boosting retention rates. Excel in training and mentoring, driving performance improvements across customer service teams. Administrative leader offering experience prioritizing and delegating administrative tasks to drive goal achievement. Proficient in schedule coordination, resource allocation, and office supply inventory management. Dedicated to training and mentoring top talent while cultivating a productive work culture. Goal-oriented Customer Service Manager with 23 years of experience in leadership roles. Detail-focused and driven to help employees succeed in meeting and exceeding sales goals. Charming salesperson skilled in communication and collaboration for best-in-class service.

Overview

22
22
years of professional experience

Work History

Customer Service Manager

Lowes Home Improvement Stores
06.2011 - Current
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Followed through with client requests to resolve problems.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
  • Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.

Customer Service Manager

Home Depot
05.2002 - 07.2011
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • 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.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.

Education

High School Diploma -

Ravenswood Baptist
Chicago
06.1999

Skills

  • Customer Service
  • Problem-Solving
  • Microsoft Outlook, Word, and Excel
  • Customer-focused
  • Time Management
  • Customer Relations
  • Training and mentoring
  • Decision-Making
  • Excellent time management skills
  • Cash Handling
  • Adherence to high customer service standards
  • Complaint resolution
  • Team Building and Leadership

Timeline

Customer Service Manager

Lowes Home Improvement Stores
06.2011 - Current

Customer Service Manager

Home Depot
05.2002 - 07.2011

High School Diploma -

Ravenswood Baptist
Nicholas Ray