- I like working with my hands and fixing things
- DIY and Home Improvement
- I enjoy helping others and giving back to the community
- Camping
- Music
- I have a passion for photography and editing photos
- Photography
- Sharing travel tips, recommendations, and insights with fellow enthusiasts
- Documenting and sharing travel experiences
- Exploring famous landmarks, historical sites, and cultural attractions in a new destination
- Food Tourism
- Historical Exploration
- Road Trips
- Cooking
- Learning new cooking techniques and expanding my culinary skills
- I enjoy cooking for friends and family gatherings
Richard Hooper
Santa Rosa Beach,FL
Summary
Knowledgeable and dedicated professional with extensive experience in Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
34
34
years of professional experience
1
1
Certification
Work History
Service Advisor
Electric Cart Company
05.2025 - 08.2025
- Meet and greet customers regarding problems or concerns with their golf carts, communicate by email, phone, and text, set up and process incoming appointments, advise customers on maintenance and repairs for their carts, create and sell estimates for repairs. Confer with technicians regarding cart issues and parts needed, advise and sell work to cart customers and take various forms of payments.
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Streamlined appointment scheduling for improved efficiency and increased daily appointments.
Automotive Service Advisor
Smith Automotive Solutions Inc.
11.2022 - 05.2025
- Meet and greet customers by phone and in person, listen to customer concerns and communicate those concerns to technicians, make appointments, schedule services, advise and sell customers needed repairs and maintenance, take payment in various forms, order, receive, and maintain parts inventory and returns, open and close store as needed.
- Enhanced customer satisfaction by providing personalized automotive service recommendations based on vehicle diagnostics and maintenance history.
- Facilitated communication between customers, technicians, and other dealership departments to ensure a seamless service experience for all parties involved.
- Collaborated with automotive technicians to accurately diagnose vehicle issues and prioritize necessary repairs.
- Resolved customer complaints with empathy and professionalism, ensuring repeat business and positive word-of-mouth referrals.
- Streamlined appointment scheduling processes for improved efficiency and increased daily service appointments.
- Developed strong rapport with customers by maintaining detailed records of their vehicles'' service history and proactively following up on upcoming maintenance needs.
- Assisted in inventory management, ordering necessary parts, and tracking backordered items to maintain optimal stock levels.
- Organized workflow among service department staff to ensure timely completion of repairs while minimizing wait times for customers.
- Reduced average repair times by implementing process improvements that enhanced overall operational efficiency within the service department.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Custom Framer
Hobby Lobby
05.2021 - 11.2022
- Meet and greet customers, consult with them on framing and matting styles and colors, recommend various options and upgrades, order all supplies related to frame shop and pre-made retail frames, measure and cut various glasses and mats, conduct final assembly and present to customers.
- Assisted clients with selecting complementary color schemes for matting choices that enhanced the visual appeal of their framed pieces.
- Secured positive customer reviews through meticulous attention to detail in assembling frames with appropriate mounting techniques for various art mediums.
- Increased sales revenue by effectively recommending suitable frame styles and materials based on artwork and décor requirements.
- Enhanced customer satisfaction by providing personalized framing solutions tailored to individual needs and preferences.
- Streamlined workflow efficiency by organizing workspace, tools, and inventory for optimal productivity.
- Maintained a clean and safe work environment through regular equipment maintenance and adherence to safety protocols.
- Managed inventory accurately and effectively, resulting in reduced costs by minimizing excess stock and maintaining optimal levels of frequently used materials.
- Strengthened client relationships through consistent follow-ups regarding project status updates and delivery arrangements.
- Delivered exceptional craftsmanship in custom framing projects, resulting in repeat business from satisfied customers.
- Trained new team members on proper framing techniques, customer service expectations, and industry best practices to ensure a seamless onboarding experience.
Production Planner
Shaw Industries
06.2014 - 09.2020
- I managed the Ceramic Tile and Stone inventory and planning for the company on a weekly basis. This consisted mainly of assessing needs on a local and national level, as well as avoiding excess inventory and back orders, and inventory plan modification. I coordinated plans with the hard surface business team, generated reports for analysis, and directed replenishment to regional hubs and facilities to maintain stability and flow of products. I was responsible for purchases totaling in unspecified millions of dollars every year. I was responsible for approximately two thousand skus and multiple millions of dollars of inventory.
- Coordinated material procurement efforts, ensuring on-time availability of components for uninterrupted production cycles.
- Presented updated order and production status reports to sales staff and management.
- Reviewed inventories, tracked production statuses and ordered materials to foster consistent availability and production schedule adherence.
- Engaged in both long and short-term project planning, strategizing for on-time, high-quality deliverables.
- Customized SAP production planning and detailed scheduling tools to support factory production initiatives.
- Created production forecasting plans utilizing Excel spreadsheet tools and input from production and management teams.
- Developed comprehensive production plans to ensure timely completion of customer orders and minimize stockouts.
- Conducted regular reviews of demand forecasts, adjusting production schedules as needed to maintain optimal inventory levels without compromising customer service standards.
Trims and Sundries Coordinator
Shaw Industries
08.2012 - 06.2014
- I planned inventory for floor trims and accessories for hardwood and laminate, similar to Production Planning but on a smaller scale. I requisitioned trims, grouts, and other related materials needed for each wood and laminate floor style in the company. Responsible for well over a thousand stock keeping units and thousands of dollars in inventory every week.
- Entered data, generated reports, and produced tracking documents.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Collaborated with department heads to develop strategic plans aligning with overall company objectives, fostering a unified approach toward shared goals.
- Enhanced team communication by implementing weekly coordination meetings and detailed project update emails.
Replenishment Coordinator
Shaw Industries
08.2009 - 08.2012
- The focus of this position was to monitor inventory levels on a regional level and ship or return inventory as needed. All national distribution centers were evaluated daily for low and excessive inventory based on forecast. I also coordinated with Sourcing for direct ship orders.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Gathered and organized materials to support operations.
- Coordinated cross-functional teams, resulting in seamless project execution and enhanced outcomes.
- Enhanced project tracking by developing comprehensive database, which allowed for real-time updates and adjustments.
Shipping Lead
Shaw Industries
08.2007 - 08.2009
- Led and supervised a team of up to twelve employees including lift truck operators and expediters at a large and fast moving facility, with approximately forty-five shipping and receiving doors including live loads. I conducted safety meetings, investigated lost inventory, and worked overtime as needed.
- Ensured accurate documentation for all shipments, complying with company policies and regulatory requirements.
- Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
- Implemented quality control measures for incoming shipments, minimizing damaged goods and ensuring product integrity.
- Mentored junior staff, fostering a supportive work environment that encouraged professional growth.
- Championed a culture of safety within the department by enforcing strict adherence to workplace safety guidelines and regulations.
- Reduced shipping errors by regularly reviewing and updating inventory records.
- Expedited urgent orders to meet customer deadlines without compromising accuracy or quality standards.
- Optimized warehouse space utilization, resulting in improved organization and increased storage capacity.
- Evaluated team performance against established goals regularly, providing constructive feedback for continuous improvement.
- Inspected merchandise and sent damaged pieces for repair before shipment.
- Used pallet jacks and dollies to load and unloaded goods from trucks and containers.
- Operated equipment such as forklifts and balers to move outgoing shipments to loading area.
Machine Operator
Shaw Industries
08.2005 - 08.2007
- Followed detailed instructions to operate machines with accuracy and produce quality products.
- Set up and adjusted equipment and properly configured machines for daily operation.
- Complied with company and OSHA safety rules and regulations.
- Trained new employees on proper machine operation, ensuring adherence to company standards and safety guidelines.
- Set up and ran machinery to produce exceptional products for industrial needs.
- Collaborated with team members to optimize production processes and improve overall performance.
- Operated lift truck as needed in order to maintain flow of machine efficiency and when needed in other departments for loading and unloading trucks
Life Insurance Agent
Liberty National Life Insurance Company
08.2004 - 08.2005
- Participated in professional development opportunities such as training sessions and conferences to stay informed on best practices within the life insurance industry.
- Crafted clear, informative reports to explain life insurance policy features and benefits.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
- Developed comprehensive financial plans for clients, ensuring proper coverage and security for their families.
Sales Manager
Rent A Center Warehouse & Retail Store
08.2002 - 08.2004
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
Owner/Operator
The Pizza Man
09.1998 - 03.2002
- 1. Executed and supervised all aspects of business
- 2. Conducted interviews, hired, trained, and managed employees
- 3. Designed menus, planned, purchased, and managed perishable inventory goods
- 4. Cooked, served customers, took payments, and handled daily deposits
- Managed day-to-day business operations.
- Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
- Managed daily operations for optimal efficiency, streamlining processes to reduce costs.
- Established strong relationships with suppliers, ensuring consistent delivery of goods and services at competitive prices.
- Developed and implemented successful marketing strategies, resulting in increased brand awareness and customer base.
- Developed business plan, processes and procedures to provide superior menu items to customers.
- Kept all building areas and equipment functional and well-organized to promote business performance.
- Cultivated a positive work environment, leading to higher employee retention rates and overall job satisfaction.
- Trained and motivated employees to perform daily business functions.
- Oversaw the hiring process, selecting highly skilled candidates who contributed significantly to company success.
- Overseeing inventory management, reducing waste and maintaining adequate stock levels to meet demand.
Assistant Service Manager/Service Manager
NTW/NTB
04.1993 - 06.1998
- I supervised a shop of up to fifteen employees, interviewed and carried out disciplinary actions, dispatched work orders, developed relationships with customers, communicated with them regarding repairs and suggested maintenance, purchased and monitored parts and supplies inventory from company warehouses and from local vendors, conducted regular inventory counts, scheduled employee hours.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Improved customer satisfaction by addressing and resolving service-related concerns promptly and professionally.
- Managed a team of technicians to ensure timely completion of maintenance tasks and high-quality workmanship.
- Coordinated schedules and assigned work orders to maximize productivity within the service department.
- Maintained accurate records of completed services, parts inventory, and customer communications to streamline processes.
- Developed strong relationships with customers, resulting in repeat business and increased loyalty.
- Established a positive working environment through fostering teamwork, providing support during challenging situations, and celebrating individual achievements.
- Followed up with customers during and after installations to verify satisfaction.
- Served as a knowledgeable point-of-contact for customers seeking information about vehicle maintenance requirements or troubleshooting advice.
- Provided exceptional customer service through clear communication, addressing concerns, and offering appropriate solutions.
- Worked closely with upper management to develop strategic initiatives aimed at driving business growth and enhancing customer satisfaction.
- Resolved customer complaints in professional and timely manner.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Monitored service staff performance and provided feedback for improvement.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Hired, trained and supervised team of service staff members to meet business goals.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Defined clear targets and objectives and communicated to other team members.
- Identified and communicated customer needs to supply chain capacity and quality teams.
Service Advisor
Willet Toyota
10.1991 - 04.1993
- I met and greeted customers in the service drive, listened and recorded their concerns, recommended repairs and suggested preventative maintenance. I worked closely with technicians and conveyed repair needs to customers and filled in for dispatcher on occasion.
Education
Certificate - Human Resources Development
Dalton College
Dalton, GA08.2010
GED -
Murray County High School
Chatsworth, GA05-1984
Skills
- Experienced with Google Suite tools
- Four years of Workday experience
- Workday
- Inventory optimization
- Google Docs
- Training & development
- Sourcing
- Google Docs (2 years)
- Conducting interviews
- Inventory management expertise
- Team leadership experience
- ERP systems
- Communication skills
- Supply chain
- Kronos
- Proficient in Excel functions and data analysis
- Experienced in production logistics
- ERP Systems (9 years)
- Customer service
- Data analysis skills
- Experienced in Microsoft Word
- Microsoft Excel
- Nine years of PeopleSoft experience
- PeopleSoft
- Microsoft Office
- Procurement
- Warehouse Management (6 years)
- Manufacturing
- MRP
- Kronos (9 years)
- Production planning
- Strong work ethic
- Listening skills
- Excellent communication
- Team player mentality
- Goal-oriented mindset
- Customer relationship management
- Customer retention
- Data entry
- Quality control
- Team collaboration
- Warranty claims process management
- Cost estimation
- Records maintenance
- Work order interpretation
Certification
- Driver's License
- January 2022 to January 2030
Interests
Additional references and information
- Chris Sampson, friend of twenty years, Chris.Sampson@dph.ga.gov, 706-281-2317
- Heidi Smith, former coworker of seven years, heidi.smith@shawinc.com, 706-965-0798
Additional retail experience can be provided upon request
Timeline
Service Advisor
Electric Cart Company
05.2025 - 08.2025
Automotive Service Advisor
Smith Automotive Solutions Inc.
11.2022 - 05.2025
Custom Framer
Hobby Lobby
05.2021 - 11.2022
Production Planner
Shaw Industries
06.2014 - 09.2020
Trims and Sundries Coordinator
Shaw Industries
08.2012 - 06.2014
Replenishment Coordinator
Shaw Industries
08.2009 - 08.2012
Shipping Lead
Shaw Industries
08.2007 - 08.2009
Machine Operator
Shaw Industries
08.2005 - 08.2007
Life Insurance Agent
Liberty National Life Insurance Company
08.2004 - 08.2005
Sales Manager
Rent A Center Warehouse & Retail Store
08.2002 - 08.2004
Owner/Operator
The Pizza Man
09.1998 - 03.2002
Assistant Service Manager/Service Manager
NTW/NTB
04.1993 - 06.1998
Service Advisor
Willet Toyota
10.1991 - 04.1993
Certificate - Human Resources Development
Dalton College
GED -
Murray County High School
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