Scott Kay
McHenry,IL
Summary
Skilled in customer service recovery and documentation, I excelled at Medline by effectively managing high-stress situations and resolving customer complaints, boosting loyalty and repeat business. Demonstrated leadership in supervisory roles and adept at maintaining professionalism under pressure, I have a proven track record of enhancing customer satisfaction
Overview
11
11
years of professional experience
Work History
Customer Service
HCD
Glen Allen, VA
03.2024 - Current
- Developed long-lasting client relationships by providing exceptional customer service
- Answered inquiries and provided superior customer service to clients
- Greeted incoming customers and provided reliable, friendly customer service.
- Provided exceptional customer service, creating
- positive interactions that enhanced company reputation.
- Was tasked to do supervisor duties such as supervisor overrides on orders because of leaderships trust in me and recognition of my knowledge of our policy and system
Customer Service Representative
Medline
Libertyville, IL
11.2021 - 03.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
Warehouse Worker
Laser Precision, LLC
Libertyville, IL
01.2019 - 08.2019
- Loaded, unloaded, and moved material to and from storage and production areas.
- Consistently lifted materials weighing as much as 75 pounds.
- Maintained clean workspaces by enforcing strict housekeeping guidelines for storage areas, dock bays, and equipment zones.
- Reduced order processing times with streamlined picking, packing, and shipping procedures.
Customer Service Representative
Snap On Tools Franchise
Crystal Lake, IL
09.2013 - 11.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
GED - GED
McHenry County College
Crystal Lake, IL08.2008
Skills
- Customer Service Recovery
- Customer service monitoring
- Customer service
- Customer service documentation
Timeline
Customer Service
HCD
03.2024 - Current
Customer Service Representative
Medline
11.2021 - 03.2024
Warehouse Worker
Laser Precision, LLC
01.2019 - 08.2019
Customer Service Representative
Snap On Tools Franchise
09.2013 - 11.2017
GED - GED
McHenry County College