Paul Piatkowski

CUSTOMER CARE AGENT

• Supervise and support up to 13 associates daily while maintaining productivity, service standards, and operational efficiency.
• Manage employee scheduling, payroll processing, task delegation, and workflow coordination.
• Handle escalated customer care issues and ensure timely resolution of complex service concerns.
• Conduct hiring, onboarding, coaching, disciplinary actions, and performance management for team members.
• Train and mentor both new and existing employees on company procedures, customer service expectations, and operational processes.
• Complete annual employee evaluations and provide ongoing performance feedback to support employee development.
• Assisted in hiring, training, and establishing the Order Control and Red Alert departments for the Dunn facility.
• Collaborate with management to improve departmental processes and maintain high customer satisfaction standards.
• Utilize operational and reporting systems to support workflow management, employee administration, and performance tracking.

• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.
• Skilled at working independently and collaboratively in a team environment.
• Proven ability to learn quickly and adapt to new situations.
• Excellent communication skills, both verbal and written.
• Worked flexible hours across night, weekend, and holiday shifts.
• Managed time efficiently in order to complete all tasks within deadlines.

• Assisted customers with inquiries, ensuring a high level of satisfaction and service quality.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

• Inspected returned items for damages, facilitating quality control measures.
• Collaborated with team members to streamline return procedures and enhance workflow efficiency.
• Maintained organized storage of returned products, optimizing space utilization in the warehouse.
• Unloaded, inspected, and stored damaged and returned products.
• Adhered to company safety guidelines to minimize warehouse accidents.