Paul Hefner
Pompano Beach,FL
Summary
Motivated, diligent, and personable Customer Service Specialist ready to exceed company and client expectations, demonstrating proven superior quality, service, and communication skill with 10+ years in a fast-paced, team-oriented environment. Accustomed to completing a wide range of tasks including telecommunication and email inquiries, maintaining of confidential/financial records, data entry, order fulfillments, de-escalations and more.
Overview
15
15
years of professional experience
Work History
Robotics Chaperone / Phantom Field Specialist
Phantom Auto / SEACOR Island Lines
06.2023 - 03.2024
- Perform daily testing, troubleshooting, and maintenance of electronic forklifts.
- Serve as liaison between SEACOR and Phantom Auto, providing exceptional on-site service and resolving technical issues.
- Manage daily operations, including delegation of tasks to operators, ensuring safety protocols, creating support tickets and conducting hardware installation and repair when feasible.
Customer Service Supply Specialist
Chewy
05.2017 - 05.2023
- Acted as support liaison between customer and FedEx
- Handled FedEx pickups, complaints, exceptions, corrections, re-routes and pull-backs
- Fulfillment requests for packaging, overnights, short-shipped and drop-shipped orders
- Processed back ordered & discontinued orders directly with customers
- Led training classes detailing supply team information for newly hired CSRs
Customer Service Representative Mentor
Chewy
10.2016 - 05.2017
- Assisted team leads with return reports, CS agent development, training and procedures
- Aided team members with workloads to ensure daily goals and deadlines were met
- Applied internal knowledge to assist Vet Diet, Fraud Team, Supply and CSR duties
Customer Service Representative
Chewy
01.2016 - 10.2016
- Handled 100+ daily telecommunication and email inquiries, providing quality service
- Mastered website organization systems to efficiently direct customers to desired products
- De-escalated customer calls and conducted returns in compliance with company policies
Retail Store Clerk
CVS Pharmacy
08.2015 - 01.2016
- Front end store associate and Cashier.
- Truck and Vendor receiving.
- Inventory management and stocking duties.
Cashier Assistant
Whole Foods Market Inc
01.2014 - 06.2015
- Front end customer service tasks including greeter, bagger, cart runner, pre-loading items and unloading bags to customers cars.
- Kept check-out areas clean, organized and well-stocked to maintain attractive store.
- Trained and mentored new cashier assistants to maximize performance with team members.
Store Team Lead / Assistant Manager
Walgreens
10.2010 - 01.2014
- Responsible for opening/closing of store, safe/cash management and daily sims coordinating
- Acted as team lead, delegating tasks to team members and assisting with scheduling
- Handled inventory including deliveries from fulfillment centers as well as vendors
Cashier / Photo Technician
Walgreens
02.2009 - 10.2010
- Handled customer payments as well as inventory orders, deliveries and stocking
- Processed photo requests such as passport photos, posters and prints
Truck Loader
UPS
10.2008 - 01.2009
- Loaded and organized packages onto delivery trucks from a fast-paced conveyor belt, ensuring neatness, numerical order, and maximum space utilization.
Education
GED -
Atlantic Technical Center
2006
Skills
- Excellent Customer Service Skills
- Team Building/Training/Supervision
- Detail Oriented, Upbeat and Positive
- Oral and Written Communication Skills
- Software: Oracle, Cisco, Excel, JIRA
- Troubleshooting, Testing & Error Reporting
- 80 WPM typist
- Forklift Certified / Warehouse Operations
Timeline
Robotics Chaperone / Phantom Field Specialist
Phantom Auto / SEACOR Island Lines
06.2023 - 03.2024
Customer Service Supply Specialist
Chewy
05.2017 - 05.2023
Customer Service Representative Mentor
Chewy
10.2016 - 05.2017
Customer Service Representative
Chewy
01.2016 - 10.2016
Retail Store Clerk
CVS Pharmacy
08.2015 - 01.2016
Cashier Assistant
Whole Foods Market Inc
01.2014 - 06.2015
Store Team Lead / Assistant Manager
Walgreens
10.2010 - 01.2014
Cashier / Photo Technician
Walgreens
02.2009 - 10.2010
Truck Loader
UPS
10.2008 - 01.2009
GED -
Atlantic Technical Center
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