Samuel Sprockett
Aliso Viejo
Summary
Experienced operations and account management professional with over 5 years in high-volume customer support across multiple platforms. Proven expertise in team leadership, complex issue resolution, and driving organizational growth. Pursuing a leadership role to utilize strong communication, problem-solving, and people management skills.
Overview
5
5
years of post-secondary education
7
7
years of professional experience
Work History
Phone Contact Center Representative
McMaster-Carr
Santa Fe Springs
05.2024 - Current
- Delivered real-time phone support to customers on product specs, billing, and order fulfillment.
- Coordinated with internal departments for accurate, prompt resolutions to customer inquiries.
- Maintained service standards in fast-paced environment, enhancing customer satisfaction through effective communication.
Text Contact Center Representative
McMaster-Carr
Santa Fe Springs
01.2023 - 05.2024
- Handled high volume of customer inquiries via text and email, addressing technical, financial, and logistical questions to ensure customer satisfaction.
- Delivered clear, concise, and accurate responses, recognized for exceptional communication quality.
- Cultivated expertise in product application support and issue resolution to enhance customer experience.
Assistant Branch Manager
Enterprise Truck Rental
Corona
09.2021 - 01.2023
- Promoted to leadership role after exceeding sales, service, and growth benchmarks.
- Led team of six, emphasizing coaching, accountability, and retention to enhance performance.
- Managed the region's largest account, building long-term relationships and driving revenue.
- Achieved 25% branch growth over four consecutive months through strategic management of fleet and accounts.
Senior Account Specialist
Enterprise Truck Rental
Corona
08.2021 - 09.2021
- Managed key accounts, facilitating transition into leadership role through targeted business development initiatives.
- Managed customer accounts and ensured service excellence at Enterprise Truck Rental.
- Coordinated vehicle reservations and logistics for efficient rental operations.
- Developed strong relationships with clients to understand their rental needs.
Management Assistant
Enterprise Rent-A-Car
Orange
02.2021 - 08.2021
- Trained five new employees through sales role-plays and MQI test prep sessions to enhance readiness for customer interactions.
- Spearheaded reporting and planning efforts, resulting in 8.3% increase in monthly revenue and higher customer satisfaction.
- Coordinated daily operations for branch efficiency and customer satisfaction.
- Assisted with scheduling employee shifts and managing time-off requests.
- Managed customer inquiries and resolved issues professionally and promptly.
Management Trainee
Enterprise Rent-A-Car
Orange
12.2019 - 02.2021
- Executed rental operations, sales, customer service, and fleet logistics, enhancing overall operational understanding.
- Exhibited leadership potential and commitment to customer satisfaction during training program.
- Managed daily operations of rental locations to ensure smooth customer experiences.
- Trained new employees on company policies and customer service standards.
- Assisted customers with reservations, vehicle selection, and rental agreements.
Education
Bachelor of Science - Marketing
Northern Arizona University
Flagstaff, AZ 08.2014 - 05.2019
Skills
- Customer support
- Call handling
- Issue resolution
- Conflict Resolution and Customer Retention
- CRM & Customer Support Platforms
- CRM systems
- Sales and Account Management
- Document management
- Internal Order and Fleet Management Systems
- Product knowledge
- Team Collaboration
- Cross-Department Collaboration
- Effective communication
- Time management
- Problem solving
- Relationship management
- Peer Support
- Problem solving
Timeline
Phone Contact Center Representative
McMaster-Carr
05.2024 - Current
Text Contact Center Representative
McMaster-Carr
01.2023 - 05.2024
Assistant Branch Manager
Enterprise Truck Rental
09.2021 - 01.2023
Senior Account Specialist
Enterprise Truck Rental
08.2021 - 09.2021
Management Assistant
Enterprise Rent-A-Car
02.2021 - 08.2021
Management Trainee
Enterprise Rent-A-Car
12.2019 - 02.2021
Bachelor of Science - Marketing
Northern Arizona University
08.2014 - 05.2019