Russell Watson
Bonita Springs,FL
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.
Astute professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Diligent and skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction.
Overview
39
39
years of professional experience
Work History
Customer Service Advocate
Herc Rentals
2023.09 - Current
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed 30 calls per hour, prioritizing urgent cases while maintaining attention to detail.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
- Conducted regular training sessions for new hires to ensure consistent service delivery across the team.
Delivery Driver
Spark
2023.06 - Current
- Delivered packages to customer doorsteps and business offices.
- Completed on-time deliveries by choosing best and most efficient routes.
- Improved customer satisfaction by ensuring timely and accurate deliveries of products.
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
- Operated vehicle safely in highly congested areas with no traffic violations.
Customer Advocate
Alta Resources
2021.12 - 2023.08
- Call center
- Answering customer calls, entering their information into the programs
- Primarily worked in the health insurance field
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
- Listened to customers in actively to assess issues and provide accurate information.
- Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
Delivery Driver
Doordash
2021.05 - 2022.03
- Delivered packages to customer doorsteps and business offices.
- Completed on-time deliveries by choosing best and most efficient routes.
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
- Improved customer satisfaction by ensuring timely and accurate deliveries of products.
- Operated vehicle safely in highly congested areas with no traffic violations.
Car Rental Agent
Hertz
2021.05 - 2021.09
- Assisted clients with understanding complex lease agreements, answering questions and clarifying concerns.
- Collected rent and security deposits to provide timely payments to property owners.
- Managed customer queries efficiently via phone calls or emails, resulting in prompt issue resolution and satisfied clientele.
- Effectively managed vehicle inventory for timely availability, ensuring a smooth rental process for customers.
Delivery Driver
LMSG LOgistics, inc.
2019.06 - 2021.04
- Delivered packages to customer doorsteps and business offices.
- Completed on-time deliveries by choosing best and most efficient routes.
- Improved customer satisfaction by ensuring timely and accurate deliveries of products.
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
- Operated vehicle safely in highly congested areas with no traffic violations.
Delivery Driver
Postmates, Inc.
2019.08 - 2021.04
- Delivered packages to customer doorsteps and business offices.
- Completed on-time deliveries by choosing best and most efficient routes.
- Improved customer satisfaction by ensuring timely and accurate deliveries of products.
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
- Operated vehicle safely in highly congested areas with no traffic violations.
Personal Shopper
Instacart
2019.01 - 2021.03
- Placed completed orders in labeled, temperature-appropriate storage pending customer pick up.
- Consistently met deadlines and quality goals for accuracy and timeliness.
- Memorized store layouts and planograms to fulfill orders using shortest, most efficient route.
- Maintained high satisfaction ratings by completing orders quickly and making good selections for customers.
- Tracked substitutions and informed customers of changes.
Package Delivery Driver
Amazon Prime (Flex)
2017.06 - 2019.05
- Delivered packages to customer doorsteps and business offices.
- Utilized GPS to plan delivery routes with focus on efficiency and deadline management.
- Maintained clean driving record and observed relevant traffic laws to reduce risks.
- Improved customer satisfaction by ensuring timely and accurate package deliveries.
- Handled packages with care to prevent damage during transit, ensuring that all items arrived in the same condition as when they were initially picked up.
Personal Shopper
Shipt Inc.
2018.11 - 2019.01
- Placed completed orders in labeled, temperature-appropriate storage pending customer pick up.
- Consistently met deadlines and quality goals for accuracy and timeliness.
- Memorized store layouts and planograms to fulfill orders using shortest, most efficient route.
- Maintained high satisfaction ratings by completing orders quickly and making good selections for customers.
- Tracked substitutions and informed customers of changes.
Personal Driver
Uber
2013.01 - 2018.01
- Enhanced client satisfaction by providing timely and efficient transportation services.
- Maintained a high level of vehicle cleanliness, ensuring a comfortable experience for all clients.
- Cleaned and maintained vehicle and assessed vehicle for damage after each shift.
- Developed strong rapport with clients, leading to repeat business and positive referrals.
- Selected efficient routes using GPS technology or map-reading skills to avoid heavy traffic or construction delays.
Sales & Marketing Manager
Culvers Franchising System
2008.08 - 2013.04
- Marketing Manager for 6 locations
- Analyzed sales and marketing data for improved strategies.
- Conducted market research to identify new business opportunities and stay ahead of industry trends.
- Improved brand visibility with well-executed promotional campaigns and engaging social media content.
- Enhanced team collaboration through regular communication channels, fostering a positive work environment where ideas could flourish.
- Made connections with businesses and schools in the community.
- Organized and held fundraisers in the restaurants to help schools.
Assembler
Ford Motor company
1996.01 - 2008.04
- Increased production efficiency by assembling components quickly and accurately.
- Enhanced workplace safety by maintaining a clean and organized work area at all times.
- Maintained high-quality standards with thorough inspections of assembled parts.
- Demonstrated a strong work ethic by consistently arriving on time, prepared to begin work immediately, and contributing positively to the team''s overall success.
Supervisor
Indiana Precision Technology, Inc.
1989.08 - 1996.01
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Ran and operated machinery during breaks
Inventory Control Specialist
CVS Distribution Center
1987.08 - 1989.09
- Used equipment like forklifts and pallet jacks to move inventory.
- Conducted periodic cycle counts to verify inventory accuracy, identifying discrepancies early on to mitigate potential issues.
- Completed physical inventory counts each month.
- Completed daily cycle counts to maintain accuracy of records.
Wardrobe Consultant
JCPenney
1985.04 - 1987.07
- Successfully managed multiple projects simultaneously, consistently meeting deadlines and exceeding client expectations.
- Empowered clients by teaching them the principles of personal style, promoting self-expression through fashion choices.
- Fostered a positive, open environment for clients to share their style preferences and concerns.
- Hemmed pants for customer emergencies
Education
HIGH SCHOOL DIPLOMA -
Warren central high school
BS - BUSINESS ADMINISTRATION
Ivy Tech
Indianapolis, IN05.2007
Skills
- Quick Learner
- Microsoft Office
- People Person
- Good Communicator
- Hardworking
- Creative
- Call center experience
- Data Entry
- Problem-solving abilities
- Administrative Support
- Data Collection
- Complaint Handling
- Sales and Marketing
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide. Top 5% in the company.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
Activities
- CEO of 2 Non-Profit Organizations for 8 years
- 8 Years of Media Relationship experience to include radio and television
- Member of The Indianapolis Men’s Chorus for 2 years
- 5 years of acting/ theater experience
Timeline
Customer Service Advocate
Herc Rentals
2023.09 - Current
Delivery Driver
Spark
2023.06 - Current
Customer Advocate
Alta Resources
2021.12 - 2023.08
Delivery Driver
Doordash
2021.05 - 2022.03
Car Rental Agent
Hertz
2021.05 - 2021.09
Delivery Driver
Postmates, Inc.
2019.08 - 2021.04
Delivery Driver
LMSG LOgistics, inc.
2019.06 - 2021.04
Personal Shopper
Instacart
2019.01 - 2021.03
Personal Shopper
Shipt Inc.
2018.11 - 2019.01
Package Delivery Driver
Amazon Prime (Flex)
2017.06 - 2019.05
Personal Driver
Uber
2013.01 - 2018.01
Sales & Marketing Manager
Culvers Franchising System
2008.08 - 2013.04
Assembler
Ford Motor company
1996.01 - 2008.04
Supervisor
Indiana Precision Technology, Inc.
1989.08 - 1996.01
Inventory Control Specialist
CVS Distribution Center
1987.08 - 1989.09
Wardrobe Consultant
JCPenney
1985.04 - 1987.07
HIGH SCHOOL DIPLOMA -
Warren central high school
BS - BUSINESS ADMINISTRATION
Ivy Tech
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