Summary
Overview
Work History
Education
Skills
Timeline
Generic

Raymond Washington

Maricopa,AZ

Summary

Accomplished Customer Service Manager with a proven track record at Canteen, enhancing customer satisfaction and loyalty through effective complaint resolution and performance-oriented strategies. Skilled in CRM and training, I've significantly improved operational efficiency and customer relations. Expert in leveraging Microsoft Office suite to streamline processes, demonstrating exceptional decision-making and mentoring abilities.

Overview

30
30
years of professional experience

Work History

Customer Service Manager

Canteen
01.2024 - Current
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
  • Conducted and ensured monthly safety measures were up to code.

Office Coffee Service Route Supervisor

Parks Coffee
06.2011 - 12.2023
  • Increased customer satisfaction by addressing complaints promptly and implementing corrective actions.
  • Developed strong relationships with clients, leading to increased business opportunities and referrals.
  • Coordinated crisis response plans during inclement weather or unexpected events that impacted transportation timelines while maintaining safety as a top priority.
  • Enhanced route efficiency by optimizing scheduling and adjusting dispatching procedures.
  • Collaborated with sales representatives to ensure accurate forecasting of customer needs and delivery requirements.
  • Worked closely with personnel, customers, and contractors to resolve problems.
  • Conducted driver ride-alongs and observations to evaluate and improve driver performance.
  • Proven ability to up-sale coffee, water, and snack items to increase drivers and business profits.

Total Loss Adjuster

21st Century Insurance
02.1995 - 04.2009
  • Investigated potential fraud cases, protecting company assets from false or exaggerated claims.
  • Investigated and analyzed extent of company liability concerning auto insurance loss or damages.
  • Negotiated claim settlements when needed.
  • Documented all findings in concise reports.
  • Approved payment of claims within certain monetary limit.
  • Educated policyholders on total loss procedures, helping them understand their rights and responsibilities during the claims process.

Education

No Degree - Business Administration

Oxnard College
Oxnard, CA

High School Diploma -

Oxnard High School
Oxnard, CA
05-1989

Skills

  • Customer Service
  • Microsoft Outlook, Word, and Excel
  • Customer Relationship Management (CRM)
  • Quality Assurance
  • Performance Evaluations
  • Sales proficiency
  • Customer-focused
  • Training and mentoring
  • Decision-Making
  • Complaint resolution

Timeline

Customer Service Manager

Canteen
01.2024 - Current

Office Coffee Service Route Supervisor

Parks Coffee
06.2011 - 12.2023

Total Loss Adjuster

21st Century Insurance
02.1995 - 04.2009

No Degree - Business Administration

Oxnard College

High School Diploma -

Oxnard High School
Raymond Washington