Richard Thurston
Hendersonville,NC
Summary
Knowledgeable and dedicated customer service professional with extensive experience in a multitude of industries. 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, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
17
17
years of professional experience
Work History
Customer Service Specialist
Walmart
11.2020 - Current
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Resolved concerns with products or services to help with retention and drive sales.
- Handled over 30 calls per shift addressing customer needs, retrieving customer data, presenting relevant product information.
- Recorded product or service failure complaints and notified appropriate departments.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
- Devised innovative strategies to improve customer satisfaction scores and meet company goals.
Inspection Section Team Member
Jabil
06.2020 - 09.2020
- Used hand tools, instruments, gauges and equipment to complete accurate measurements and noted results for official records.
- Generated and submitted detailed reports to regulatory agencies and company leadership to help drive enhancements.
- Examined the medical industrial equipment made and processed there for defects or issues, reported problems quickly and maintained high levels of accuracy.
- Located and investigated production concerns and helped management implement corrective actions.
- Repaired faults, reassembled products and completed additional tests.
- Inspected surface preparation, primers, mid-coats, top-coats and powder coatings on the various structures.
- Conducted tests and diagnostic procedures using tools such as analyzers, multimeters and power supplies.
- Collected various readings throughout production processes to monitor levels.
Warehouse Associate
Med-Massager
01.2020 - 03.2020
- Inspected incoming and outgoing shipments of medically used massage equipment to verify accuracy and prevent errors.
- Wrapped pallets in shrink wrap prior to loading.
- Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.
- Alternated goods in inventory by observing first-in and first-out approach to keep shelves organized and properly stocked.
- Assembled orders and packed items for shipment, conveying orders to shipping personnel.
- Prepared orders for shipment by systematically picking, packing and labeling merchandise.
- Shipped material and performed boxing, packing, labeling and preparation of related documents.
- Placed incoming inventory in optimal storage locations to promote continued accuracy and easy retrieval.
- Manually or mechanically loaded and unloaded materials from pallets, skids, platforms, cars, lifting devices, or other transport vehicles
- Job reluctantly ended due covid pandemic
Factory Production Worker
Kyocera
09.2020 - 12.2020
- Carefully packaged finished products and prepared for shipment.
- Documented production information via daily system logs and discussed issues with management.
- Calibrated and repaired machinery and equipment.
- Operated 6 different machines proficiently and in compliance to safety standards.
- Unloaded and loaded items from conveyors, machines, and conveyances.
- Monitored machinery in operation to identify concerns and make corrections or report complex problems.
- Reviewed production specifications to verify accurate weights and measurements prior to mixing ingredients.
- Conducted quality inspections of finished products and made minor repairs to meet project expectations.
- Inspected final products to assess compliance with quality standards and established tolerances.
Warehouse Assistant
Dealers Warehouse
02.2013 - 09.2017
- Cleaned and maintained warehouse in compliance with OSHA safety standards.
- Monitored tasks and staff assignments to deliver all projects under-budget and on-time.
- Unloaded deliveries from trucks in prompt fashion.
- Verified incoming products and checked delivery totals to keep system records current and accurate.
- Labeled boxes, crates and containers with accurate order information, destinations and codes to minimize shipping errors.
- Marked stock with identification tags and labels to outline information such as storage locations.
- Assisted with the manufacture of building equipment and components for the materials required to build houses, doors, windows and various other structures
Sales Representative
Indiana Pacers
10.2006 - 03.2012
- Boosted brand awareness, implemented promotional campaigns and employed sales tactics as part of territory development.
- Implemented marketing strategies and techniques, increasing revenue and customer satisfaction.
- Exceeded goals for new accounts in single sales cycle.
- Evaluated inventory and delivery needs and optimized strategies to meet customer demands.
- Trained and mentored new sales representatives.
- Served as liaison for company, clients and referred prospects regarding inquiries, issues, order management, post-sales follow-up and customer relations.
- Opened and closed the officially licensed Indiana Pacers NBA Merchandise store located in the circle centre mall in downtown Indianapolis daily.
- Increased sales by offering advice on purchases and promoting additional products.
- Determined problem areas and resolved issues related to profitability and business objective achievement.
Hotel Front Desk Agent
La Quinta
07.2011 - 10.2012
- Collected room deposits, fees and payments.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Checked lobby, bathrooms and common areas near front desk for cleanliness multiple times per shift.
- Resolved service-related problems and documented actions in system.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
- Updated customer accounts with add-on room charges, minibar use and room service bills.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
Salesman
Johnston & Murphy
03.2010 - 01.2012
- Showcased product features (primarily higher end men's clothing and shoes) to customers.
- Developed and delivered engaging sales presentations to convey product benefits.
- Drove team revenue totals by bringing in top sales numbers.
- Forged and nurtured impactful relationships with customers to cultivate loyalty.
- Upheld high standards of customer service by promoting and upselling new products and services.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Promoted and up-sold products and services to meet needs of customers.
Education
Bachelor of Science - Major Public Relations / Minor in Psychology
Middle Tennessee State University
Murfreesboro, TNAssociate of Science - Psychology
Motlow State Community College
Tullahoma, TNHigh School Diploma -
Virginia High School
Bristol, VASkills
- Courteous with Strong Service Mindset
- POS Systems and Ordering Platforms
- Issue and Complaint Resolution
- Calm and Professional Under Pressure
- Verbal and Written Communication
- Creative Problem Solving
- Upbeat and Positive Personality
- Social perceptiveness
- Analytical and critical thinking
- Data Entry and Maintenance
- Responding to Difficult Customers
- Customer Retention Strategies
- Upselling Products and Services
avid art enthusiast that still loves to draw and create though-provoking works
passionate about art since 5 years old, it has became a life long therapy and joy of mine.
I am also focused on health through nutrition and exercise and have studied and benefited from the years of experience gained in pursuit of that knowledge.
Timeline
Customer Service Specialist
Walmart
11.2020 - Current
Factory Production Worker
Kyocera
09.2020 - 12.2020
Inspection Section Team Member
Jabil
06.2020 - 09.2020
Warehouse Associate
Med-Massager
01.2020 - 03.2020
Warehouse Assistant
Dealers Warehouse
02.2013 - 09.2017
Hotel Front Desk Agent
La Quinta
07.2011 - 10.2012
Salesman
Johnston & Murphy
03.2010 - 01.2012
Sales Representative
Indiana Pacers
10.2006 - 03.2012
Bachelor of Science - Major Public Relations / Minor in Psychology
Middle Tennessee State University
Associate of Science - Psychology
Motlow State Community College
High School Diploma -
Virginia High School
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