Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Ruby Gray

Temple,GA

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

17
17
years of professional experience

Work History

Senior Customer Service Representative

Meggitt
01.2021 - Current
  • Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
  • Streamlined customer service processes for increased efficiency and improved response times.
  • Mentored junior team members, contributing to their professional development and overall team success.
  • Collaborated with cross-functional teams to develop new strategies for enhancing customer experience.
  • Established strong rapport with customers, fostering long-term relationships and repeat business.
  • Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
  • Analyzed customer data to identify trends and opportunities for improving customer satisfaction levels.
  • Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
  • Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
  • Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
  • Informed customers of product, price and policy changes to educate on issues and resolve concerns.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.

Production Supervisor

Meggitt
11.2019 - Current
  • Enhanced production efficiency by implementing lean manufacturing techniques and reducing waste.
  • Optimized workflow through effective resource allocation and scheduling adjustments.
  • Reduced equipment downtime by implementing preventive maintenance programs and timely repairs.
  • Improved product quality by monitoring production processes, conducting inspections, and initiating corrective actions as needed.
  • Streamlined communication between departments, fostering a collaborative work environment for efficient problemsolving.
  • Mentored team members through regular feedback and performance evaluations, leading to professional growth and skill development.
  • Consistently met or exceeded production targets while maintaining strict quality standards, resulting in increased customer satisfaction.
  • Implemented safety protocols and conducted regular audits, achieving a reduction in workplace accidents and incidents.
  • Maintained accurate documentation of production data, enabling informed decision-making for process improvements.
  • Oversaw employee training initiatives to ensure all team members were proficient in company procedures, safety regulations, and job-specific tasks.
  • Created an inclusive work culture that encouraged collaboration and open communication among staff members at all levels within the organization.
  • Contributed to continuous improvement efforts by identifying opportunities for process enhancements and recommending appropriate solutions for implementation.
  • Evaluated employee performance regularly against established benchmarks for ongoing personnel development.
  • Collaborated with management and engineering teams to develop and implement innovative strategies for maximizing production efficiency without compromising quality standards.
  • Managed team of 25-50 production associates, overseeing productive production processes and meeting all deadlines.
  • Evaluated team member performance regularly to identify and resolve productivity concerns.
  • Set and enforced performance-oriented production approach, significantly increasing worker output and reducing safety incidents.
  • Achieved on-time shipments goal by empowering employees to continued success.
  • Monitored daily and weekly key performance indicators to maintain on-track status.
  • Managed staff hiring, training and supervision.
  • Increased customer satisfaction and grew business by maintaining close relationships with customers.

Team Manager

Shaw Floors
07.2015 - 11.2020
  • Enhanced team productivity by implementing efficient task delegation and time management strategies.
  • Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
  • Streamlined communication channels for increased efficiency in project execution and decision-making processes.
  • Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
  • Achieved project deadlines consistently by closely monitoring progress and proactively addressing any potential roadblocks.
  • Reduced employee turnover rates with targeted retention initiatives, including competitive compensation packages and career advancement opportunities.
  • Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
  • Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives.
  • Coordinated team collaboration to share ideas and build best practices.
  • Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
  • Analyzed team performance data to provide meaningful insights, enabling informed decision-making.
  • Evaluated employee performance on annual basis and coached a group of 50-100 team members, increasing quality of work and employee motivation.
  • Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
  • Facilitated meetings to communicate team performance goals and results.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.

Lead

Meggott
01.2007 - 07.2015
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Established clear communication channels that ensured the timely exchange of information between team members and stakeholders.
  • Coordinated resources effectively to meet project deadlines and achieve desired results.
  • Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
  • Promoted a culture of continuous improvement by encouraging feedback from all levels of the organization and implementing actionable changes accordingly.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Promoted high standerds through personal example to help each member understand expected behavious and standards.
  • Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
  • Maintained database systems to track and analyze operational data.

Education

Business Administration And Management

Shorter University
Rome, GA

High School Diploma -

Rockmart High School
Rockmart, GA
06.1999

Skills

  • Documentation Review
  • Service Recommendations
  • Escalation Management
  • Account Management
  • Cross-Functional Collaboration
  • De-Escalation Techniques
  • Customer Support
  • Database Management
  • Process Optimization
  • Staff Training
  • Order Processing
  • Interpersonal Skills
  • Attention to Detail
  • Technical Proficiency
  • Task Prioritization
  • Email Management
  • Multitasking
  • Adaptability
  • Performance Metrics
  • Client Relationship Management
  • Critical Thinking
  • Active Listening
  • Product Knowledge
  • Microsoft Office Suite
  • Order Documentation
  • Microsoft Office
  • Customer Account Management
  • Account Updating
  • Data Management

Accomplishments

First Responder

Timeline

Senior Customer Service Representative

Meggitt
01.2021 - Current

Production Supervisor

Meggitt
11.2019 - Current

Team Manager

Shaw Floors
07.2015 - 11.2020

Lead

Meggott
01.2007 - 07.2015

Business Administration And Management

Shorter University

High School Diploma -

Rockmart High School

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Ruby Gray