Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
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Reagan Schrader

Orlando,FL

Summary

Dedicated and customer-focused professional committed to exceeding client expectations and enhancing satisfaction and loyalty. Proven ability to effectively address diverse concerns with a solution-oriented approach and meticulous attention to detail. Highly skilled in research, documentation, and problem-solving, ensuring timely and effective resolution of issues. Eager to leverage my expertise to foster positive customer experiences and drive business success.

Overview

3
3
years of professional experience

Work History

Service Writer

Southtown Watersports
Orlando, FL
01.2024 - Current
  • Conducted research and vendor outreach to provide accurate job estimates.
  • Provided precise calculations for customer's understanding of service fees and anticipated results.
  • Facilitated timely and accurate service through the production of daily status reports.
  • Entered work orders and change orders into the Salesforce database to track job status
  • Consulted with customers regarding needs and addressed concerns.
  • Discussed options with customers, helping each make optimal choices for individual needs.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Implemented and monitored warranty counseling procedures to optimize cost management.
  • Liaised between customers and retail buyers to expedite orders and meet customer demands.
  • Promoted available products and services to customers during service, account management and order calls.
  • Strengthened customer retention by offering discount options.
  • Thoroughly documented all aspects of customer transactions and inquiries.
  • Took special orders in person and over telephone, generating additional revenue every month.
  • Supported sales team members to drive growth and development.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Resolved customers' service or billing complaints by adjusting bills and issuing refunds.
  • Proactively contacted customers upon completion of sales activities, recommending complementary service or product options.
  • Collected deposits or payments and arranged for billing.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Conferred with customers to understand service needs and write up accurate orders.
  • Worked with sales personnel to price and schedule repair needs on new and used boats.
  • Interfaced with technicians, parts department and managers to stay on top of availability and service procedures.
  • Supported timely and accurate service by producing daily job status reports.
  • Ensured efficient resolution of routine questions and customer concerns through friendly and informed support.

On Call Customer Service Representative

Keg Creek Boardshop
Evans, GA
06.2022 - 07.2023
  • Provided assistance to customers in managing payments and establishing payment plans for account reconciliation.
  • Raised customer concerns and issues to supervisors promptly for resolution.
  • Utilized precision in gathering client information and inputting it accurately into electronic systems.
  • Maintained composure and professionalism in high-pressure situations, successfully defusing tense atmosphere.
  • Achieved exceptional customer satisfaction by attentively addressing concerns and proposing tailored solutions.
  • Educated customers on special pricing opportunities and company offerings.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Consulted customers, successfully resolving service and billing issues.
  • Enhanced customer satisfaction through effective problem resolution and friendly service.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Efficiently addressed and resolved customer complaints and inquiries.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Successfully managed difficult customer situations by remaining composed and delivering excellent service.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Streamlined wait times for improved customer satisfaction.
  • Established and nurtured loyal customer relationships to enhance recurring business.

FOH Assistant Manager

Hey Honey! Cakery
Augusta, GA
01.2022 - 12.2022
  • Directed and led employees, supervising activities to drive productivity and efficiency.
  • Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
  • Initiated inventory control measures to manage and replenish stock, maintain cost levels and meet customer demand.
  • Delegated daily tasks to team members to optimize group productivity.
  • Collaborated with store manager to develop strategies for achieving sales and profit goals.
  • Supervised receiving and stockroom activities to identify opportunities with inventory and prevent shrinkage.
  • Delegated tasks to team members based upon skill level and to achieve organizational goals.
  • Delegated work to staff, setting priorities and goals.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Proposed or approved modifications to project plans.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.

Education

Associate of Science -

Valencia College
Orlando, FL
05-2028

High School Diploma -

Augusta Christian Schools
Martinez, GA
05-2023

Skills

  • Status reports maintenance
  • Schedules coordination
  • Warranty processing
  • Schedule Coordination
  • Customer Service
  • Communicating with clients
  • Invoice Verification
  • Estimating costs
  • Product and service knowledge
  • Call Documentation
  • Credit card payment processing
  • Invoice Preparation and Processing
  • Professional phone voice
  • Multitasking and Prioritization
  • Shipping and receiving understanding
  • Account Updates
  • Customer Relations
  • Data Entry
  • Product Recommendations
  • Inbound Call Management
  • Order and Refund Processing
  • In-store support
  • Verbal and Written Communication
  • Quality Assurance Controls
  • Service Upselling
  • Coordinating schedules
  • Salesforce CRM
  • Computer Skills
  • Data Management
  • Stocking and replenishing
  • Billing Adjustments and Refunds
  • Administrative and Office Support
  • Product Education

Affiliations

  • Competitively Wakesurf
  • Knitting
  • Play Music at my Church
  • Dance
  • Baking

Timeline

Service Writer

Southtown Watersports
01.2024 - Current

On Call Customer Service Representative

Keg Creek Boardshop
06.2022 - 07.2023

FOH Assistant Manager

Hey Honey! Cakery
01.2022 - 12.2022

Associate of Science -

Valencia College

High School Diploma -

Augusta Christian Schools

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Reagan Schrader