Richard Rock
Fox Lake,IL
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Pep Boys Auto Parts & Service
03.2017 - 04.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Cross-trained and provided backup support for organizational leadership.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Fabricator/Installer
The Alphabet Shop
06.2014 - 02.2017
- Read blueprints and technical drawings to determine specifications of materials and tools needed for specific jobs.
- Operated welding machines and grinders to cut, shape and join metal workpieces.
- Fabricated components and structures following customer requirements.
- Cut bent, and formed sheet metal and other materials to create metal works.
- Used gauges, templates, and other measuring devices to inspect production parts.
- Followed Operational Safety and Health Administration (OSHA) regulations to promote safe equipment operation and workplace safety.
- Provided training and mentorship for new hires, fostering a positive team dynamic and promoting skill development.
- Assisted in the design of custom products by providing input on material selection, dimensions, and functionality.
- Performed quality checks to verify proper lengths, widths, and painted finish discrepancies.
- Reduced material waste by accurately measuring and cutting materials to precise specifications.
- Maintained high levels of client satisfaction, delivering projects that consistently met or exceeded expectations.
- Utilized blueprints, schematics and diagrams to accurately complete tasks.
- Assembled production parts with high degree of accuracy and precision using hand and power tools.
Operations Partner/Crew Trainer
Papa John's
01.2008 - 02.2014
- Managed budgets and financial performance, ensuring cost-effective allocation of resources.
- Improved overall customer satisfaction through timely and effective problem resolution.
- Managed effective customer service and quality assurance programs to protect business reputation.
- Determined appropriate financial goals and administered budgets to control expenses.
- Monitored competitor activities closely enabling strategic shifts as needed ensuring continued growth in market share.
- Expanded company''s market share by identifying new business opportunities and forging strategic partnerships.
- Implemented quality control measures to ensure consistent delivery of products or services.
- Set and implemented promotional strategies to drive business growth.
- Led a high-performing team, fostering an environment of collaboration and continuous improvement.
- Recruited and hired qualified candidates to fill vacancies.
- Optimized supply chain management, reducing costs and increasing reliability of deliveries.
- Oversaw recruitment efforts selecting top talent contributing to a diverse workforce capable of addressing complex business challenges.
- Enhanced employee retention rates by creating a positive work culture with open communication channels and career development opportunities.
- Developed and implemented comprehensive training programs for staff, resulting in improved productivity levels.
- Oversaw firm's day-to-day administrative operations, provided guidance to support staff and enforced compliance with state, federal, and local regulations across organization.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Trained new team members on procedures, customer service, and sales techniques.
- Exceeded performance expectations consistently, receiving recognition from supervisors for dedication to job responsibilities.
- Contributed to increased sales by upselling menu items and promoting special offers.
Director of Operations
NRJM Dba Dominos Pizza
01.2005 - 01.2008
- Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
- Monitored budget and utilized operational resources.
- Oversaw day-to-day production activities in accordance with business objectives.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Conducted regular performance reviews to assess team progress, providing constructive feedback and guidance for continuous improvement.
- Mentored and coached team members to foster productive and engaging work environment.
- Managed budgets and resources, optimizing allocation for maximum impact on business objectives.
- Defined, implemented, and revised operational policies and guidelines.
- Developed and executed strategic plans to achieve organizational goals and drive sustainable growth.
- Established and monitored quality assurance standards to achieve operational excellence.
- Implemented quality control measures to maintain high standards of service delivery.
- Drove company's expansion into new markets by developing and executing comprehensive operational strategy that addressed local regulatory and market challenges.
- Assisted in recruiting, hiring and training of team members.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Education
GED -
Streamwood High School
Streamwood, IL01-2000
Skills
- Customer service and support
- Active listening
- Critical thinking
- Problem resolution
- Relationship management
- Conflict resolution
- Scheduling and follow-up
- Team development
- Documentation skills
- Prioritization strategies
- Staff training and development
- Quality control expertise
- Sales proficiency
- Conflict mediation
Timeline
Customer Service Representative
Pep Boys Auto Parts & Service
03.2017 - 04.2020
Fabricator/Installer
The Alphabet Shop
06.2014 - 02.2017
Operations Partner/Crew Trainer
Papa John's
01.2008 - 02.2014
Director of Operations
NRJM Dba Dominos Pizza
01.2005 - 01.2008
GED -
Streamwood High School
Similar Profiles
Coen VandomburgCoen Vandomburg
General Service Technician at Pep Boys Auto Parts & ServiceGeneral Service Technician at Pep Boys Auto Parts & Service
Kevin KellyKevin Kelly
Auto Mechanic at Pep Boys Auto Parts & ServiceAuto Mechanic at Pep Boys Auto Parts & Service
Cynthia DowCynthia Dow
Regional Operations Manager at Pep Boys Auto Parts & ServiceRegional Operations Manager at Pep Boys Auto Parts & Service