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
- 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
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
09.1992 - 05.1994
Customer Service Manager
Bjs Wholesales Club
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
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
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