Ricky Linkous
Lawrence
Summary
Professional training specialist equipped with
Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Overview
28
28
years of professional experience
Work History
Customer Service Representative
Maximus
Lawrence
09.2018 - 04.2025
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered customer inquiries via phone, email, and chat.
Stocker
Dillions
Lawrence
01.2013 - 01.2019
- Operated forklift and pallet jack to transport heavy loads.
- Inspected stock for damage or defects and reported issues to management.
- Sorted returned merchandise for restocking or disposal.
- Stocked shelves with newly arrived products.
- Updated product labels to reflect accurate pricing.
- Issued supplies, materials and products to team members based on information from requisitions.
- Stocked shelves, racks, and bins with new or transferred merchandise.
- Inspected merchandise for wear or defects, disposing of damaged items as instructed by supervisors.
- Maintained neat, safe and orderly workspace to prevent accidents and injuries.
Manager
Golden Corral Buffet and Grill
Blue Springs
01.2008 - 01.2013
- Managed and motivated employees to be productive and engaged in work
- Accomplished multiple tasks within established timeframes
- Maintained professional, organized, and safe environment for employees and patrons
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Scheduled interviews for potential candidates and conducted reference checks prior to hire.
- Conducted performance evaluations, providing feedback and coaching for team development.
- Led a team of XX employees, ensuring high productivity and excellent customer service.
- Coordinated cross-departmental projects to ensure timely and successful completion.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Proposed or approved modifications to project plans.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Established and monitored KPIs to evaluate performance and identify areas for improvement.
- Created and managed budgets for travel, training, and team-building activities.
- Created monthly reports for senior management summarizing operational performance metrics.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Assigned work and monitored performance of project personnel.
- Ensured compliance with industry regulations and company policies.
- Negotiated contracts and agreements with vendors and suppliers to reduce costs.
- Streamlined communication channels, improving information flow and decision-making speed.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Negotiated contracts with vendors to secure favorable terms and pricing.
- Ensured compliance with regulatory requirements and industry standards.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Directed recruitment, hiring, and training of new staff members.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Implemented process improvements, resultingin an increase in operational efficiency.
- Implemented quality control measures to uphold company standards.
- Produced thorough, accurate and timely reports of project activities.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Reviewed completed work to verify consistency, quality, and conformance.
- Provided leadership during times of organizational change or crisis situations.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Coached, mentored and trained team members in order to improve their job performance.
- Delegated work to staff, setting priorities and goals.
- Resolved customer complaints and issues promptly, maintaining a positive brand image.
- Oversaw marketing initiatives, increasing brand awareness and sales.
- Facilitated team meetings and workshops to foster collaboration and share best practices.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Oversaw daily operations, maintaining efficiency and quality standards.
- Enhanced customer satisfaction through the development of a customer service excellence program.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Recruited and trained new employees to meet job requirements.
- Established processes to ensure efficient workflow throughout the organization.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Trained employees on additional job positions to maintain coverage of roles.
- Managed annual budgeting and forecasting, optimizing resource allocation.
- Recruited and hired qualified candidates to fill open positions.
- Monitored staff performance and addressed issues.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Analyzed market trends and competitor activity to inform business strategy.
- Managed risk by developing and implementing effective risk management strategies.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Enhanced team morale and retention through recognition programs and career development opportunities.
- Conducted performance reviews for team members.
- Developed and implemented strategic plans to achieve company objectives.
- Managed inventory levels to meet demand without overstocking, reducing waste.
- Analyzed business performance data and forecasted business results for upper management.
- Managed household errands and other essential duties.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Conducted testing of software and systems to ensure quality and reliability.
- Maintained updated knowledge through continuing education and advanced training.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Operated equipment and machinery according to safety guidelines.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Completed routine maintenance and repair.
- Updated and maintained databases with current information.
- Completed day-to-day duties accurately and efficiently.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
Trainer
Ryan's Steakhouse
Bentonville
01.2003 - 01.2008
- Explained goals and expectations required of trainees.
- Maintained strong knowledge by participating in workshops, conferences, and online education classes.
- Coordinated recruitment and placement of training program participants.
- Trained newly hired top talent to fill key positions and maximize productivity.
Dispatch Supervisor
Yellow Cab Cooperative
01.1997 - 01.2003
- Supervised team of Number employees and provided training focused on maximizing overall performance
- Managed daily workloads, ensuring all available personnel were utilized effectively to meet service demands
- Created a positive work environment through open communication channels and fostering teamwork among staff members
- Streamlined dispatch operations by implementing efficient scheduling and routing strategies
- Assisted in resolving conflicts between drivers or customers when necessary, employing diplomacy skills and ensuring the best possible outcomes for all parties involved
- Implemented schedule and policy changes and collaborated with management to formulate new policies, procedures, and goals
- Implemented strategies for improved route optimization across all areas of operation.
- Prepared daily work and run schedules.
- Leveraged GPS devices and computer programs to plan routes, update customers or advise drivers about upcoming issues.
- Oversaw communications within assigned territories.
- Mentored, trained, and managed team, offering insight and direction and helped boost overall performance.
- Evaluated existing systems for potential improvements in speed or accuracy of dispatch services provided.
- Streamlined daily operational processes through the use of technology solutions such as computerized routing software programs .
- Established strong working relationships with external vendors to facilitate efficient delivery operations.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Ordered supplies or equipment to issue to personnel.
- Matched bills of lading and reconciled quantities to verify items shipped.
- Utilized various software systems to facilitate movement, planning and scheduling.
- Coordinated with other departments to ensure smooth inter-departmental communication.
- Scheduled, assigned, and monitored the work of dispatchers.
- Monitored personnel or equipment locations and utilization to coordinate service and schedules.
- Ensured that daily dispatch operations ran smoothly and efficiently.
- Scheduled loads according to priority and available equipment.
- Investigated and resolved customer and vendor issues to retain business.
- Recorded complaints and discussed possible solutions with customers to prevent negative word of mouth.
- Identified locations and needs of callers to accurately send assistance.
- Advised personnel about accidents, weather conditions or other hazards.
- Generated weekly reports on dispatcher productivity and performance metrics for senior management review.
- Developed and implemented policies and procedures to improve operational efficiency.
- Analyzed data to identify trends in call patterns or service issues.
- Documented services performed, operations information, and dispatch details in system.
- Supervised driver dispatching, route planning, and vehicle tracking for driving team.
- Conferred with customers or supervising personnel to address questions, problems or requests for service or equipment.
- Reviewed scope of each project to estimate number of man-hours required.
- Set schedules, implemented new policies, and worked with managers to optimize operational procedures and establish clear objectives.
- Arranged for repairs to restore service and schedules.
- Recorded and maintained files or records of customer requests, work or services performed.
- Maintained accurate records of dispatched vehicles, drivers, routes.
- Created comprehensive documentation outlining each step of the dispatch process from order entry through final delivery confirmation .
- Supervised the training of new hires in dispatching protocols and processes.
- Analyzed operational data to identify trends and areas for improvement.
- Relayed work orders, messages or information using telephones or two-way radios.
- Tracked and reported on dispatcher performance metrics.
- Participated in regular meetings with other supervisors or managers to discuss current challenges or opportunities within the department .
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
- Responded quickly to emergency situations involving dispatched vehicles or personnel.
- Mentored junior team members and managed employee relationships.
- Provided feedback on individual performance reviews for each dispatcher under their supervision .
- Reviewed routes, daily traffic and weather conditions to adjust plans, meeting daily requirements, and service needs.
- Maintained current knowledge of personnel in field and completed deliveries or delays.
- Responded immediately to emergencies by initiating outbound calls to police agencies and emergency contacts.
- Tracked changes in computer system to keep records current and accurate.
- Dispatched drivers to meet daily delivery needs for company customers.
- Monitored changes in delivery schedule and communicated changes to customers.
- Worked with routing specialists, route managers and service department to optimize routes.
- Determined types or amounts of equipment, vehicles or personnel to meet work orders or specifications.
- Recorded results of service calls to create report summaries for senior management.
- Kept detailed and updated records of calls in physical and electronic databases.
- Collaborated with management to determine staffing needs for optimal coverage levels.
- Relayed work orders and information between work crews, supervisors, and field personnel.
- Trained employees on triaging and dispatching procedures to properly handle daily calls.
- Alerted personnel of road and weather hazards to minimize accidents and delays.
- Received or prepared work orders.
- Addressed questions, problems or requests for service or equipment.
- Monitored attendance and productivity for employees by maintaining accurate and updated records.
- Monitored incoming calls to ensure they were handled promptly and correctly.
- Scheduled or dispatched workers, equipment or service vehicles to locations using radios or telephones.
- Investigated customer inquiries regarding delivery status or delays.
- Planned out driver routes ahead of time, which cut down on mileage and reduced costs.
- Developed initiatives for improving customer satisfaction ratings related to dispatch services.
- Managed daily delivery and work schedules to maximize coverage.
- Updated and maintained databases with current information.
- Worked effectively in team environments to make the workplace more productive.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Recognized by management for providing exceptional customer.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Education
Associate Of Arts - Law
Penn Valley Community College
Kansas City, MO06.1997
Trade - Welding, CNA, HVAC, Brick Mason
Excelsior Springs Job Corp
Excelsior Springs, MO06.1997
General Studies -
Heritage High School
Lynchburg, VA06.1989
Skills
- Customer service
- Conflict resolution
- Payment processing
- Customer relationship management
- Product knowledge
- Active listening
- Data analysis
- Process improvement
- Communication skills
- Time management
- Calm demeanor
- Typing proficiency
- Email management
- Stress tolerance
- Teamwork
Skills
Timeline
Customer Service Representative
Maximus
09.2018 - 04.2025
Stocker
Dillions
01.2013 - 01.2019
Manager
Golden Corral Buffet and Grill
01.2008 - 01.2013
Trainer
Ryan's Steakhouse
01.2003 - 01.2008
Dispatch Supervisor
Yellow Cab Cooperative
01.1997 - 01.2003
Associate Of Arts - Law
Penn Valley Community College
Trade - Welding, CNA, HVAC, Brick Mason
Excelsior Springs Job Corp
General Studies -
Heritage High School