Richard palomino

Service Director of Colorado

fireplace warehouse

Denver, CO

03.2020 - Current

Resolved escalated issues from customers in a timely manner by utilizing problem-solving skills.
Created policies and procedures to ensure compliance with industry standards and regulations.
Ensured that all customer service representatives had comprehensive knowledge of the company's products and services.
Implemented a system to track customer inquiries, complaints and compliments to monitor performance metrics.
Identified opportunities for cost savings through process optimization initiatives while ensuring quality levels remain high.
Maintained relationships with third party vendors providing customer support services on behalf of the company.
Provided technical support to customers experiencing difficulties using the company's products or services.
Analyzed customer feedback to identify areas of improvement in product design and services provided.
Provided guidance and mentoring to junior staff members on how they can better handle challenging situations when dealing with customers.
Collaborated with other departments within the organization such as marketing, sales, finance, IT, to ensure smooth functioning of operations across different teams.
Oversaw recruitment process for new customer service personnel and conducted interviews with prospective candidates.
Managed daily operations of customer service department, including scheduling, training and supervising staff.
Established weekly team meetings to discuss progress on current projects, review trends in customer feedback, and brainstorm solutions for any identified problems or challenges.
Verified team compliance with established procedures and protocols critical to successful services.
Improved operational efficiencies while managing work requests, store inventory, equipment transactions and changes.
Consulted with customers regarding needs and addressed concerns.
Explained benefits and advantages of different product and service offerings to customers.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Contacted supervisor immediately when issues required escalation to avoid lost revenue.
Answered questions from customers by phone and email, offering company details, and policy information as requested.
Evaluated work of staff and volunteers to maintain quality and effectiveness of resources.
Recruited, interviewed, and hired volunteers and staff.
Directed activities of professional and technical staff members and volunteers.
Provided direct service and support by handling referrals for advocacy issues or resolving complaints.
Consulted with staff on resolution of complex service issues.
Provided hands-on and proactive leadership to community services staff.