Philip Amorando
Dillwyn,VA
Summary
Dynamic customer service professional with a proven track record at Richelieu Hardware, excelling in conflict resolution and relationship building. Skilled in data entry and product knowledge, I enhanced customer satisfaction and loyalty through effective complaint handling and upselling strategies, contributing to significant sales growth and improved service delivery.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Diligent [Desired Position] with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
22
22
years of professional experience
Work History
Customer Service Representative
Richelieu Hardware
01.2023 - 05.2025
- 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.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Participated in training programs to enhance product knowledge and customer service skills.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Cross-trained and backed up other customer service managers.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Operations Manager
UTZ Quality Foods
08.2017 - 09.2022
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Developed and maintained relationships with external vendors and suppliers.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Developed strong relationships with vendors, resulting in better pricing and improved service quality.
- Reduced turnaround time for project completion through effective resource allocation and team management.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
Shipping and Receiving Manager
Cabinetparts.com
07.2013 - 01.2017
- Collaborated with sales teams to meet deadlines for special orders or expedited shipments, ensuring customer satisfaction through prompt service.
- Conducted regular audits of shipping and receiving processes, identifying areas for improvement and implementing corrective actions.
- Boosted inventory and recordkeeping accuracy by conducting thorough inspections and comparing shipment contents with documentation.
- Improved order processing speed by introducing barcode scanning technology into the workflow process.
- Streamlined receiving operations for faster turnaround times and improved customer satisfaction.
- Streamlined inventory management practices, leading to more accurate and real-time tracking system.
- Enhanced warehouse efficiency by redesigning layout to streamline flow of goods from receiving to shipping.
- Established cross-training program for staff, increasing flexibility and resilience of shipping and receiving team.
- Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
- Conducted research to address shipping errors and packaging mistakes.
- Maintained established levels of goods based on sales forecasts and demand to fulfill orders on time.
- Operated forklifts, lift trucks, and hand trucks to move items around warehouse.
- Pulled, verified, and packaged items for shipment.
- Prepared shipping documents and invoices, processed payments, and fielded client questions.
- Conducted counts and audits of inventories to identify and resolve discrepancies in records.
- Maintained positive relationships with representatives of UPS, FedEX, USPS, and DHL shipping companies.
- Reduced shipping errors by implementing a comprehensive quality assurance program.
- Coordinated logistics efforts, optimizing delivery routes and reducing transportation costs.
- Oversaw warehouse staff and maintained efficiency in fast-paced environment.
Shipping and Receiving Manager
Specialty Supplies / a Richelieu Division
07.2003 - 06.2013
- Operated forklifts, lift trucks, and hand trucks to move items around warehouse.
- Optimized warehouse layout for efficient product flow from receiving to shipping areas, minimizing wasted time in transit between locations.
- Pulled, verified, and packaged items for shipment.
- Managed inventory control with meticulous attention to detail, ensuring accurate stock levels.
- Prepared shipping documents and invoices, processed payments, and fielded client questions.
- Created effective communication channels between warehouse staff, management, and customers to address concerns promptly and maintain smooth operations.
- Conducted counts and audits of inventories to identify and resolve discrepancies in records.
- Enhanced shipping efficiency by implementing streamlined processes and procedures.
- Supervised warehouse staff, providing training and guidance to improve overall performance.
- Maintained positive relationships with representatives of UPS, FedEX, USPS, and DHL shipping companies.
- Organized storage areas to optimize materials movements and minimize labor hours.
- Reduced shipping errors by implementing a comprehensive quality assurance program.
- Coordinated logistics efforts, optimizing delivery routes and reducing transportation costs.
- Developed strong relationships with carriers to negotiate competitive rates and secure timely deliveries.
- Developed and enforced safety protocols, significantly reducing workplace accidents in shipping and receiving areas.
- Improved relations with key customers by providing transparent and timely updates on shipment statuses.
- Coordinated with transportation providers to ensure timely pick-ups and deliveries, improving customer satisfaction with reliable service.
- Developed and maintained knowledgeable and productive team of employees.
- Oversaw warehouse staff and maintained efficiency in fast-paced environment.
Education
High School Diploma -
New Utrecht
Brooklyn, NY06-1997
No Degree - Architectural And Building Sciences
New York Institute of Technology
Manhattan, NY09-1997
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Payment processing
- Complaint resolution
- Client relations
- Customer satisfaction measurement
- Product knowledge
- Customer relationship management (CRM)
- Staff training
- Product sales
- Product and service solutions
- Sales expertise
- Order fulfillment
- Account management
- Shipping and logistics
- Sales closing
- Product education
- Warehousing functions
- Receiving support
- Route management
- Warranty service
Timeline
Customer Service Representative
Richelieu Hardware
01.2023 - 05.2025
Operations Manager
UTZ Quality Foods
08.2017 - 09.2022
Shipping and Receiving Manager
Cabinetparts.com
07.2013 - 01.2017
Shipping and Receiving Manager
Specialty Supplies / a Richelieu Division
07.2003 - 06.2013
High School Diploma -
New Utrecht
No Degree - Architectural And Building Sciences
New York Institute of Technology
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