Scott Weller
Salem,MA
Summary
Adept at managing high-stress situations and fostering teamwork, I significantly enhanced customer satisfaction at Verizon by resolving complaints with empathy and efficiency. My background in customer service management at Bjs Wholesales Club, combined with proven problem-solving and active listening skills, underscores my ability to maintain professionalism and adaptability in challenging environments.
Overview
20
20
years of professional experience
Work History
Retired /disabled
Na
Salem Ma
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Developed and maintained courteous and effective working relationships.
Customer Service Representative
Verizon
Boston, MA
03.2000 - 01.2013
- 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.
Human Services Caseworker
Hogan Regional Center. Heritage Industries
Danvers, MA
09.1992 - 05.1994
Customer Service Manager
Bjs Wholesales Club
Danvers, MA
04.1994 - 03.2000
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
Education
Bachelor Of Applied Arts - History
MCLA
North Adams, MA05.1986
Skills
Friendly, Positive Attitude
Teamwork and Collaboration
Customer Service
Problem-Solving
Flexible and Adaptable
Dependable and Responsible
Calm Under Pressure
Active Listening
Problem Resolution
Deans List Senior 4.0 GPA
Deans List Senior Year 4.0 GPA
Timeline
Customer Service Representative
Verizon
03.2000 - 01.2013
Customer Service Manager
Bjs Wholesales Club
04.1994 - 03.2000
Human Services Caseworker
Hogan Regional Center. Heritage Industries
09.1992 - 05.1994
Retired /disabled
Na
Bachelor Of Applied Arts - History
MCLA