NICHOLAS SAUERS
MD,US
Summary
Experienced Customer Service Specialist with a demonstrated history of working in the retail industry. Skilled in Customer Service, Sorting, Team Building, Microsoft Office, and Construction. Strong support professional attended Harford Community College. Poised Support Specialist with10 years of experience in mediating disputes between parties to deliver peaceful resolutions. Independent-thinker talented in devising solutions specific to each conflict and situation. Active listener with attention on maintaining communication throughout case assessment and resolution.
Overview
12
12
years of professional experience
Work History
Customer Service Specialist
Jack's Small Engines
Forest Hill, MD
09.2022 - Current
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks
- Documented customer correspondence in CRM to track requests, problems and solutions
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Trained new hires on products and services, best practices and protocols to reduce process gaps
- Helped customers open accounts, make deposits, update information and carry out range of routine actions
- Used data entry for customer database updating profiles in all systems
- Used Salesforce with our shipping and Warehouse departments.
Kitchen Resolution Specialist
IKEA
Nottingham, MD
04.2021 - 09.2022
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Consulted with customers regarding needs and addressed concerns
- Analyzed customer complaints and service trends to identify and correct systematic issues
- Placed orders and answered customer questions in-person, through email and over phone to maximize customer service
- Used data entry for customer database updating profiles in all systems
- Used Salesforce between us market and international market
Customer Support Specialist
IKEA
Nottingham, MD
02.2018 - 04.2021
- Audited customer account information to identify issues and develop solutions
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Consulted with customers regarding needs and addressed concerns
- Analyzed customer complaints and service trends to identify and correct systematic issues
Information Technology Specialist
Towson University in Northeastern Maryland
Bel Air, MD
11.2014 - 11.2018
- Created new accounts, reset passwords and configured access to servers and file management software for users
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users
- Maintained records, logs and lifecycle documentation of work requests
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements
- Data entry used on daily basis when updating student and employee accounts within system also using PeopleSoft and smartsheets.
Warehouse Associate
IKEA DISTRIBUTION CENTER
Perryville, MD
02.2017 - 02.2018
- Packed and labeled merchandise to prepare for loading and shipment to customers
- Picked and prepared numerous daily shipments in controlled atmosphere warehouse environment
- Updated inventory and production information using warehouse management systems and scanner guns
Theater Technician
Harford Community College
Bel Air, MD
06.2013 - 07.2017
- Performed regular tests on systems to keep components functional
- Worked overtime to respond to emergencies and fix unsafe conditions
- Connected wires and cables to terminals and completed necessary paperwork for each work order
Customer Support/Technical Specialist
DICORP Inc
Forest Hill, MD
02.2016 - 11.2016
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Prioritized workloads to meet customer needs and maintain established deadlines in fast-paced
- Upheld high standards of customer services by responding to inquiries, needs and problems
Education
Associate of Science - Architecture
Harford Community College
Bel Air, MDSkills
- Document Preparation
- Friendly, Positive Attitude
- Customer Service
- Conflict Mediation
- Flexible Schedule
- MS Office Suite
- Good communication skills
- Multitasking
- Data Entry
- Salesforce & PeopleSoft
Timeline
Customer Service Specialist
Jack's Small Engines
09.2022 - Current
Kitchen Resolution Specialist
IKEA
04.2021 - 09.2022
Customer Support Specialist
IKEA
02.2018 - 04.2021
Warehouse Associate
IKEA DISTRIBUTION CENTER
02.2017 - 02.2018
Customer Support/Technical Specialist
DICORP Inc
02.2016 - 11.2016
Information Technology Specialist
Towson University in Northeastern Maryland
11.2014 - 11.2018
Theater Technician
Harford Community College
06.2013 - 07.2017
Associate of Science - Architecture
Harford Community College