Summary
Overview
Work History
Education
Skills
Timeline
Generic

Robert Cummings

Sweetwater,TN

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

20
20
years of professional experience

Work History

East Regional Warranty /Customer Service Representative

Malibu Boats
09.2015 - 05.2024
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
  • Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
  • Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Maintained up-to-date knowledge of product and service changes.

Local Sort Supervisor

United Parcel Service, UPS
12.2008 - 09.2013
  • Improved operational efficiency by implementing new sorting processes and procedures.
  • Enhanced team productivity by providing regular training and performance feedback.
  • Ensured timely dispatch of shipments with efficient management of the sorting team.
  • Decreased workplace accidents, enforcing safety protocols and conducting safety meetings.
  • Collaborated with other supervisors to streamline workflow across departments.
  • Conducted performance evaluations for team members, identifying areas for improvement and growth opportunities.
  • Managed daily operations, maintaining high levels of accuracy in sorting activities.
  • Reduced employee turnover rate through effective communication and motivation strategies.
  • Implemented process improvements, resulting in faster package handling times.
  • Coordinated staff scheduling to ensure adequate coverage during peak hours and seasonal demands.
  • Assisted in recruiting, hiring, and onboarding new employees to build a high-performing team.
  • Resolved customer issues promptly, fostering positive relationships with clients and carriers alike.
  • Supported company initiatives by actively participating in meetings, trainings, and workshops as needed.
  • Established clear expectations for team performance while fostering a positive work culture that encouraged continuous improvement.
  • Assessed and sorted items into containers or designated areas according to classification, size, and condition.
  • Followed company policies and procedures to produce consistent work results.
  • Inspected items for damage or defects before sorting as part of quality control process.
  • Used hand-held scanner to enter data product information.
  • Recorded and tracked items sorted to confirm accuracy.

Senior Customer Service Supervisor

Clayton Homes Corporate Office
01.2004 - 07.2008
  • Monitored customer feedback to identify areas of improvement in customer experience.
  • Continuously updated team members on company policy changes and industry trends, ensuring their knowledge remained current and relevant.
  • Handled escalated customer complaints with empathy and professionalism, resolving issues quickly while maintaining positive relationships with clients.
  • Managed a team of customer service representatives, ensuring timely resolution of client inquiries and issues.
  • Introduced tools such as CRM systems to help track customer interactions more effectively, leading to better-informed decision-making processes within the organization.
  • Increased customer satisfaction by implementing new strategies to improve service quality and efficiency.
  • Championed innovative approaches towards problem-solving that resulted in more efficient and effective resolutions for customers.
  • Created comprehensive reports on team performance, highlighting areas for improvement and recommending actionable solutions.
  • Coordinated cross-functional efforts to resolve complex customer problems, resulting in faster case resolutions and increased satisfaction levels.
  • Collaborated with other departments to streamline processes, enhancing customer experience and reducing response times.
  • Led monthly meetings with the team, discussing performance metrics and setting goals for continuous improvement.
  • Conducted regular evaluations of individual staff members'' work performance, providing constructive feedback to ensure continued growth and development within their roles.

Education

No Degree - Emergency Medical Technician

Roane State Community College
Harriman, TN
03.1992

High School Diploma -

Sweetwater High School
Sweetwater, TN
05.1990

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Data Entry
  • Customer Relations
  • Problem Resolution
  • Call center experience
  • Computer Proficiency
  • Conflict Resolution
  • Complaint Handling
  • Microsoft Excel
  • Microsoft Outlook
  • Paperwork Processing
  • Team Development
  • Documentation
  • Microsoft Office Suite
  • Microsoft PowerPoint
  • Data Collection
  • Customer Relationship Management (CRM)
  • Prioritization
  • Staff Training
  • Quality Control
  • Dispute Resolution
  • Multi-line phone talent
  • Coordination
  • Assertiveness
  • Spreadsheets
  • Shipping and Logistics

Timeline

East Regional Warranty /Customer Service Representative

Malibu Boats
09.2015 - 05.2024

Local Sort Supervisor

United Parcel Service, UPS
12.2008 - 09.2013

Senior Customer Service Supervisor

Clayton Homes Corporate Office
01.2004 - 07.2008

No Degree - Emergency Medical Technician

Roane State Community College

High School Diploma -

Sweetwater High School

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Robert Cummings