PAUL GAULOCHER
Thornton,NH
Summary
Professional with strong background in customer support, excelling in conflict resolution, communication, and problem-solving. Known for fostering collaborative team environment and adapting to changing needs to ensure customer satisfaction. Skilled in handling multiple tasks efficiently, leveraging empathy and active listening to build rapport with clients and team members alike.
Overview
11
11
years of professional experience
Work History
Head Coffee Roaster
Cafe Monte Alto
02.2023 - Current
- Roast all coffee for wholesale coffee orders and cold brew for Very Cool and Snow Cap
- Roast all specialty coffee such as Catui, Obata, Caracallio, and Geisha for our wholesale orders and for retail sale in Cafe Monte Alto
- Use an Excel spreadsheet to track each roast. Batch number, Date, type of roast (dark or regular), pallet number and drop temperature.
- Fulfill and deliver daily retail coffee order to Cafe Monte Alto and Chase Street Market
- Package ground and whole bean coffee orders
- Deliver coffee orders to all our wholesale clients like the Common Man Roadside Markets and Inkwell Coffee Shop.
- Fulfill online coffee orders including filling, packaging, and shipping all online orders via USPS and UPS.
Registration Specialist I
Carvana LLC
11.2021 - 12.2022
- Review, Create, and complete vehicle registration paperwork for customer vehicle purchased in all but 2 states
- Complete title work required for transfer of ownership of purchased vehicles
- Communicate with customers via email regarding required documents for vehicle registration
- Use Carma and Salesforce to facilitate location and status of vehicle registration
- Send documents to customers via FedEx that require signatures and notarization
- Review deals to determine if they are eligible for Temporary Operating Plates
- Issue Temporary Operating Plates to recently purchased vehicles via ADOT
- Work directly with team members regarding requirements and documents for vehicle registration
- Submit title flips and corrections to vehicle titles
- Review documents for vehicle purchases prior to processing to expedite the registration process
Commercial Setup Agent
Waste Management
01.2019 - 10.2021
- Input data to setup new service for Rolloff and Commercial clients in Salesforce
- Make service adjustments to existing accounts in Salesforce such as increasing or decreasing frequency of service or size of containers needed by customer
- Manually input data into MAS (Mid-America System) For new accounts and existing accounts
- Track Salesforce errors and report trends to Management and IT departments
- Create tickets and track delivery and removals of containers for new accounts and closing accounts
- Review paperwork submitted by sales agents for clerical
- Work closely with the Sales department and Dispatch and Operations via Microsoft teams and Outlook email to manage changes to accounts and delivery and removals of WM equipment
- Mentor new agents on the floor answering questions and tracking progress and reporting to supervisors
Customer Service Agent
Waste Management
06.2017 - 01.2019
- Inbound customer service calls for new account setup and account cancels as well any modifications to existing accounts for MSW and recycling
- Assisted residential customers with service issues such as missed pickups damaged containers extra pickup services
- Educating customers on navigating WM.com for recycling information service information company information and other online services available on the website
- Tracked customer follow ups for outbound calls regarding services, billing, and new setups
- Processed customer payments
- Walked customers through bill payments on WM.com and also took billing questions and payments over the phone
- Approved and processed customer credits when applicable
- Worked closely with our Operations team Route Managers and Dispatchers regarding urgent customer needs such as missed service, approving service areas, advising customers on service during inclement weathers
Customer Service Agent Mentor
WM Eagle
- Side by Side training with new agents on the floor
- Side by Sides - new agents listening to my calls during training and answering new agents questions
- Side by Sides – Listening to new agents take calls and assisting them with questions and training them on live calls on the floor
- Walked the floor to support new agents on the floor
- Created reports regarding new agent performance and progression for Supervisors
Reservation Agent/Quality Assurance
EZLinks Golf LLC
05.2016 - 06.2017
- Use EZLinks Tee Time network system to book tee time reservations for callers
- Use Interaction Client phone system to answer calls
- Personal quality evaluations consistently exceeded required scores
- Interact with golf shops all over the United States
- Provide detailed information to callers regarding tee times, rates, cancelations, golf course descriptions, directions, and recommendations.
- Evaluate calls of other agents to ensure policies and procedures are being followed
Line Haul Driver Authorized Pick Up and Delivery Agent
OnTrac Shipping
12.2014 - 12.2015
- Manage the sorting of packages to be delivered to the Norther Arizona region (Prescott, Sedona, Cottonwood, Chino Valley, Flagstaff
- Help organize the building of pallets for a large box truck, and brick lad freight onto a Sprinter van
- Ensure the safety, quality and security of cargo being shipped
- Manage the launch of the trucks to ensure on time delivery
- In charge of coordinating with the Warehouse Manager to verify all outbound Norther Arizona freight is accounted for
- Responsible for timely delivery of cargo to the Flagstaff facility
- Coordinate line haul shipment deliver with local delivery drivers
Education
Graduate - Air Conditioning/Refrigeration/Electro-Mechanical Technologies
The Refrigeration School (RSI)
Phoenix, AZ08-2012
Health And Wellness Coach - Health And Wellness
Institute of Holistic Integrative Studies
Fayetteville04-2026
Skills
- Experience in high-pressure situations
- Leadership Qualities
- Proficient Written and Verbal Communication
- Attention to Details; Record keeping
- Effective Time management
- Self-Motivated
- Customer service
- Data entry
- Problem resolution
- Outstanding communication skills
Timeline
Head Coffee Roaster
Cafe Monte Alto
02.2023 - Current
Registration Specialist I
Carvana LLC
11.2021 - 12.2022
Commercial Setup Agent
Waste Management
01.2019 - 10.2021
Customer Service Agent
Waste Management
06.2017 - 01.2019
Reservation Agent/Quality Assurance
EZLinks Golf LLC
05.2016 - 06.2017
Line Haul Driver Authorized Pick Up and Delivery Agent
OnTrac Shipping
12.2014 - 12.2015
Customer Service Agent Mentor
WM Eagle
Graduate - Air Conditioning/Refrigeration/Electro-Mechanical Technologies
The Refrigeration School (RSI)
Health And Wellness Coach - Health And Wellness
Institute of Holistic Integrative Studies