RYAN GULLY
Loganville,GA
Summary
Polite and professional Call Center professional successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships. Self-motivated and true team player.
Overview
7
7
years of professional experience
Work History
Call Center Representative Specialist
Ryder Integrated Logistics
08.2020 - Current
- Receive inbound phone calls to help schedule service for truck and trailer breakdowns, plus scheduling preventive maintenance (PM) service, as well as assist with service related questions
- Coordinate with on-call technicians, rental counter team, and the customers drivers and dispatch teams to identify repair requirements and available substitute units
- Execute customer communication protocol pertaining to vehicle breakdowns and PM scheduling and follow-up, and vehicle status updates
- Assist with questions related to billing, warranty, compliance paperwork, and etc
- Coordinate outside repair with vendors and customers
- Effectively handle all incoming calls and follow up calls
- Process customer service requests
- Helped drive improvement of Customer Satisfaction Index (CSI) scores
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Sales Representative
TruGreen Loganville
06.2019 - 03.2020
- Achieved monthly sales goals by promoting product benefits and enrolling new clients
- Increased sales by offering advice on purchases and promoting additional products
- Educated customers on proper lawn maintenance practices
Retail Customer Service Associate
DSW Shoe Warehouse
04.2017 - 06.2019
- Supervised and trained incoming team members
- Cultivated successful relationships with retail customers, identifying customer requirements, ensuring that customers are satisfied with their experience in the store
- Handled customer escalations and maintained customer information in the store database
- Merchandising: Watching out for loss prevention through leakage and theft
Host
Chili’s
06.2016 - 02.2017
- Welcomed guests, managed the wait list and seating guests
- Communicated with customers regarding orders, comments, and complaints
- Answered the telephone, taking incoming express and To Go Orders
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Monitored and ordered supplies or food items and restocked as necessary to maintain inventory.
Education
High School Diploma -
South Gwinnett High School
Skills
- Supervision and training
- Account Management
- Problem-Solving Skills
- Inventory control
- Adaptability and Attentiveness
- Upselling
- Call Center Operations
- Online Chat
- Service Quality
- Organizational Systems
- Issue and Complaint Resolution
- System Documentation
Software and Applications
- Salesforce
- RingCentral
- Workday
- Microsoft Office
Timeline
Call Center Representative Specialist
Ryder Integrated Logistics
08.2020 - Current
Sales Representative
TruGreen Loganville
06.2019 - 03.2020
Retail Customer Service Associate
DSW Shoe Warehouse
04.2017 - 06.2019
Host
Chili’s
06.2016 - 02.2017
High School Diploma -
South Gwinnett High School