Richard Merrill
Syracuse
Summary
Dynamic Customer Service Manager with a proven track record at Credit Unlimited, excelling in customer relations and case resolution. Expert in building long-term relationships and enhancing customer satisfaction through effective communication and problem-solving. Recognized for achieving 100% accuracy in monetary transactions while promoting services to drive repeat business.
Overview
19
19
years of professional experience
Work History
Customer Service Manager
Credit Unlimited
08.2019 - Current
- Ensured superior customer experience by addressing concerns, demonstrating empathy, and resolving problems promptly
- Telephone Service: Professionally process 80+ calls per day, providing information and service to ensure customer satisfaction
- Built long-term customer relationships by advising on services and addressing inquiries regarding accounts
- Followed up with customers to resolve complaints and maintain positive experiences regarding accounts and services
- Provided clear explanations of billing dates and service plans to ensure customer comprehension
- Product Promotion: Consistently receive positive feedback from guests and create repeat business by developing and maintaining long-term relationships with customers
- Monetary Transactions: handle cash, check, credit, and automatic debit card transactions with 100% accuracy
- Assembled marketing packages for distribution
Composite Structures Technician
Northrop Grumman
01.2019 - 08.2019
- Fabricated wing products and fuselage parts using advanced composite materials for F-35 Lightning II
- Utilized hand tools, power tools, and specialty tools including test equipment to ensure parts were built to military specifications
- Performed part-fitting operations such as filing, sawing, crimping, trimming, framing, drilling, and reaming
- Aligned parts on jigs using templates and fixtures
- Measured parts with micrometers and calipers to verify dimensions
- Ensured quality standards by monitoring and verifying compliance with statistical processes and control procedures
- Read and interpreted build diagrams
- Developed specialty tool that reduced production time from 25 minutes to under 5 minutes, implemented across multiple teams
Thermal Plastic Technician/Grooving Machine Operator
Peck Striping
10.2018 - 12.2018
- Installed thermoplastic regulatory road markers to meet safety standards on roadways.
- Operated striping machinery for road marking and pavement projects.
- Laid out stencils and cut with road milling machine to prepare road surfaces for marking
- Prepared surfaces by cleaning and applying primer before striping.
- Worked closely with team members to facilitate timely project completion.
Customer Service Manager
Credit Unlimited
08.2007 - 10.2018
- Delivered superior customer experience by addressing concerns, demonstrating empathy, and resolving problems promptly
- Processed 80+ calls daily, providing information and service to enhance customer satisfaction
- Followed up with customers to ensure satisfaction by handling complaints and maintaining positive experiences regarding accounts and services
- Built long-term customer relationships and advised customers, addressing questions and concerns regarding service and in-depth information pertaining to accounts
- Ensured billing, billing dates, and service plan were clear
- Handled monetary transactions accurately by processing cash, checks, credit cards, and automatic debit card payments.
- Product Promotion: Consistently received positive feedback from guests and created repeat business by developing long-term relationships with customers
- Distributed marketing packages effectively to engage target audiences and promote services.
Education
High School Diploma -
Box Elder High
Brigham City, Utah01-1995
Skills
- Customer service excellence
- Account management
- Customer relations
- Sales expertise
- Sales proficiency
- Case resolution support
- Needs assessment
- Problem solving
- Operations analysis
- Workflow management
- Systems monitoring
- Management
- Negotiation
- Attention to detail
- Organizational skills
- Time management
- Listening and communication
- Tact and diplomacy
- Multi-line phone operation
- Customer retention strategies
- Time management
Additional References
Available upon request
Professional References
- Nate Bywater, 4352375787
- Bobby Carreras, 801-739-1966
- Chuck Walker, 801-824-2860
Timeline
Customer Service Manager
Credit Unlimited
08.2019 - Current
Composite Structures Technician
Northrop Grumman
01.2019 - 08.2019
Thermal Plastic Technician/Grooving Machine Operator
Peck Striping
10.2018 - 12.2018
Customer Service Manager
Credit Unlimited
08.2007 - 10.2018
High School Diploma -
Box Elder High