Summary
Overview
Work History
Education
Skills
Affiliations
References
Timeline
Generic

Robert Marr

Springfield,IL

Summary

Proven Customer Service Representative at Kwik-Wall, adept in problem-solving and relationship building, enhanced customer satisfaction by effectively resolving issues. Leveraged product knowledge and call center experience to streamline service processes, mentoring new hires and collaborating across departments. Achieved notable improvements in customer relations through proactive engagement and technical support.

Overview

9
9
years of professional experience

Work History

Customer Service Representative

Kwik-Wall
Springfield, IL
11.2015 - Current
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Answered customer inquiries via phone, email, and chat.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Developed positive relationships with customers through friendly interactions.
  • Provided accurate information about products and services to customers.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Collaborated with other departments such as production, engineering, and accounting to ensure smooth operation of the quoting process.
  • Coordinated with external partners such as distributors to obtain necessary information required for quoting purposes.
  • Generated quotes for prospective customers using online quoting systems or manual calculations.
  • Provided training and mentoring for new hires on the quoting process.
  • Provided technical support and guidance when necessary during the quoting process.
  • Communicated effectively with customers throughout the entire quoting process.
  • Maintained up-to-date knowledge of product lines, services, and pricing structures.
  • Conducted follow-up calls with customers to answer any questions related to quotes or products.
  • Provided excellent customer service by responding promptly to inquiries and requests.
  • Answered customers' questions about products, prices, and availability.
  • Handled parts order processing.
  • Provided tracking numbers to customers when requested.
  • Responded quickly to urgent requests from customers regarding their orders.
  • Prepared documents such as packing slips, purchase orders, invoices, and shipping labels.
  • Rotated through series of different stations based on team needs.
  • Participated in team meetings to discuss strategies for improvement.
  • Maintained positive working relationship with fellow staff and management.
  • Trained new team members using approved training materials and information.

Education

Southeast High School
Springfield, IL
05-2001

Skills

  • Customer consulting
  • Punctuality and reliability
  • Product knowledge
  • Delivery scheduling
  • Strong teamwork
  • Order processing
  • Call center experience
  • Customer relations
  • Inbound and outbound calling
  • Sales expertise
  • Relationship building
  • Problem-Solving Expertise
  • Friendly, positive attitude

Affiliations

  • Golf

References

References available upon request.

Timeline

Customer Service Representative

Kwik-Wall
11.2015 - Current

Southeast High School

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Robert Marr