Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

PACEY MORRIS

Fort Hood

Summary

Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.

Overview

10
10
years of professional experience

Work History

Assistant Manager

RightSpace Storage
06.2023 - Current
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Managed daily operations for efficient facility management, ensuring a clean and well-maintained environment.
  • Conducted regular facility inspections to identify and resolve maintenance issues in a timely manner.
  • Streamlined administrative processes for more accurate record-keeping and improved communication with clients.
  • Assisted customers with unit selection, ensuring proper sizing and pricing based on their needs.
  • Handled financial transactions accurately, tracking revenue and expenses for budget management purposes.
  • Maintained strict security measures to safeguard customer belongings and prevent unauthorized access to units.
  • Conducted auctions for delinquent accounts in accordance with legal guidelines while maintaining sensitivity towards affected customers.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.

Phone Agent

Patriot Mobile
12.2021 - Current
  • Answered the phone with a positive attitude and asked questions to better understand customer needs
  • Updated clients consistently regarding issues and answered questions quickly and accurately
  • Resolved issues swiftly through meticulous research and quick decision making
  • Delivered a high level of service to clients in effort to build upon relationships for the future
  • Asked probing questions to determine service needs and accurately input information into electronic systems
  • Identified fitting products and services through phone-based customer inquiries
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks
  • Met or exceeded call speed, accuracy and volume benchmarks on a consistent basis
  • Maintained strong call control and quickly worked through scripts to address problems
  • Consulted with customers to resolve service and billing issues
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications
  • Coordinated with various company teams to offer and implement successful solutions to customer problems
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships
  • Updated customer accounts, addresses, and contact information within call management databases.

Hostess

Cracker Barrel
10.2021 - 11.2022
  • Greeted guests and gathered information to seat groups or place on waitlist
  • Supported serving staff, food runners and bussers to keep the dining room presentable and ready for guests
  • Escorted guests to the seating area, furnished menus and highlighted daily specials
  • Greeted customers, answered questions, and recommended specials to increase profits
  • Monitored dining area to assess server capacity and estimate wait times
  • Accommodated guests with children and special needs to promote a comfortable dining experience
  • Completed closing duties by emptying trash, safeguarding alcohol and polishing silverware
  • Scheduled reservations and notified servers and managers of large groups to prepare seating in advance
  • Developed long-term relationships with customers to increase opportunities for repeat business
  • Delivered outstanding service and support from initial interaction to final departure, maintaining loyal clientele
  • Managed guest expectations by relaying information regarding hours, wait times and specials
  • Helped restaurant staff set up small and large events to coordinate smooth execution
  • Stayed attentive to server availability and table turnover to seat guests quickly
  • Performed walked throughs during service to monitor guest satisfaction and advise serving and bussing staff of specific guest needs.

Manager

Car Wash
04.2021 - 10.2021
  • Greeted each customer and supplied service-level options and pricing, including promotional and membership information
  • Maintained supply inventory and monitored cleaning equipment and machinery for proper operation and maintenance
  • Operated the cash register and processed cash, credit card and check payments
  • Inspected vehicles prior to selected service to identify broken, missing or defective external parts
  • Inspected parts, equipment and vehicles for cleanliness, damage and compliance with standards or regulations
  • Pre-soaked or rinsed machine parts and equipment by immersing objects in cleaning solutions or water
  • Regulated pressure or flow of water, air, steam or abrasives from sprayer nozzles to activate cleaning equipment
  • Greeted over 200 customers per day and averaged $2,000 in sales per shift
  • Accounted for all products utilized to assist with inventory control processes and purchasing objectives
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
  • Delegated work to staff, setting priorities and goals
  • Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations
  • Treated associates with fairness and respect, providing recognition of accomplishments
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day
  • Coordinated maintenance on physical condition of warehouse and equipment, routinely assessing each for needed repairs, updates or replacements
  • Coached staff on strategies to enhance performance and improve customer relations
  • Maximized warehouse efficiency by dispatching crews and coordinating optimal daily schedules
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs
  • Developed and mentored team members to provide hospitable, professional service while adhering to established service models
  • Coordinated with staff to clarify information and enforce procedures resulting in effective problem solving and smoother operations


Property Manager

Public Storage
12.2014 - 03.2021
  • Handled resident complaints and expedited maintenance requests
  • Inspected properties regularly to identify deficiencies and schedule repairs
  • Collected monthly assessments, rental fees, deposits and payments
  • Coordinated general maintenance and repairs to keep facilities operational and attractive
  • Maintained thorough, accurate and compliant records for internal and regulatory audits
  • Maintained in-depth knowledge of competition through consistent evaluation of market conditions and trends
  • Welcomed customers, offered assistance and answered questions by providing rates, terms and conditions of rental
  • Educated clients on rental agreements
  • Conducted unit tours for potential tenants and answered questions about property
  • Updated and maintained rental agreement files and documents
  • Answered telephones to assist customers and resolve issues
  • Monitored and documented delinquencies and other forms of income
  • Collected payment by processing credit card transactions
  • Explained policies and reviewed documentation to obtain signatures
  • Contacted customers and billing parties about overdue rentals and requested an expected date of return
  • Advised on options and used upselling techniques to promote optional extras to customers according to specific needs.

Education

Certificate of Completion - Sterile Processing Technician

MedCerts
10.2022

High School Diploma - undefined

Ritenour Sr. High School
St Louis, MO
05.2014

Skills

  • Call center
  • Telephone etiquette
  • Client interactions
  • Call center operations
  • Training experience
  • Professional telephone voice
  • Communicating with clients
  • Technical troubleshooting
  • Providing customer support
  • Resolving issues
  • Payment processing
  • Call documentation skills
  • Customer communications
  • Interpersonal skills
  • Account updating
  • High-Volume Environments
  • Cash Handling
  • Quality Assurance Controls

Accomplishments

  • Consistently maintained high customer satisfaction ratings
  • Promoted from Crew Member to Manager in Training, in less than 12-months

Timeline

Assistant Manager

RightSpace Storage
06.2023 - Current

Phone Agent

Patriot Mobile
12.2021 - Current

Hostess

Cracker Barrel
10.2021 - 11.2022

Manager

Car Wash
04.2021 - 10.2021

Property Manager

Public Storage
12.2014 - 03.2021

Certificate of Completion - Sterile Processing Technician

MedCerts

High School Diploma - undefined

Ritenour Sr. High School

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