Scott Divine
Lexington,Kentucky
Summary
Proven leader in enhancing customer satisfaction, demonstrated at Zips Carwash through effective conflict resolution and mentoring of team members. Skilled in customer relations and workload management, consistently exceeding sales targets. Achieved significant improvements in organizational effectiveness and employee morale, showcasing a blend of hard and soft skills critical for driving results.
Overview
6
6
years of professional experience
Work History
Shift Lead 2
Whitewater Express Car Wash
12.2023
- Completed store opening and closing procedures and balanced tills.
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained a clean and organized work environment, ensuring safety standards were met consistently.
- Oversaw cash handling procedures, ensuring accuracy and proper documentation at all times.
- Trained and mentored new employees to maximize team performance.
- Enhanced customer satisfaction through effective conflict resolution and prompt service.
Customer Service Representative
General Dynamics
01.2018 - 10.2018
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Investigated and resolved customer inquiries and complaints quickly.
Assistant Manager
Zips Carwash
01.2019 - 11.2023
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Actively participated in interdepartmental projects aimed at improving overall organizational effectiveness.
- Planned schedules and workflows based on expected customer demands.
- Reviewed associate performance to identify training needs.
- Continuously sought opportunities for professional development and stayed current with industry trends to enhance job performance.
- Boosted employee morale through recognition programs that rewarded outstanding performance in customer service.
- Exceeded sales targets by upselling products or services during routine customer interactions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
GED/ Business Clerical Certification - Business Clerical
Whitney M. Young Job Corp Center
Simpsonville, KYSkills
- Customer Relations
- Product and service knowledge
- Workload Management
- Customer rapport
Timeline
Shift Lead 2
Whitewater Express Car Wash
12.2023
Assistant Manager
Zips Carwash
01.2019 - 11.2023
Customer Service Representative
General Dynamics
01.2018 - 10.2018
GED/ Business Clerical Certification - Business Clerical
Whitney M. Young Job Corp Center
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