Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sean Wells

Solon,OH

Summary

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Overview

9
9
years of professional experience

Work History

Customer Service Representative

Proctor Brown and Brown Insurance
Solon, Ohio
03.2020 - 12.2024
  • Updated system with order specifics and customer details, preferences, and billing information.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Collected deposits or payments and arranged for billing.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.

Customer Care Representative

FedEx
Bedford, Ohio
02.2018 - 03.2020
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
  • Performed administrative duties such as filing paperwork, maintaining records, updating databases.
  • Kept customer and system account information accurate and current to support timely resolutions for concerns.
  • Supported customers to maintain positive relationships throughout and following sales processes.

Customer Service Manager

Amazon
Bedford, OH
04.2016 - 09.2018
  • Organized client contracts, records, and reports to strengthen traceability.
  • Conducted training and offered staff development opportunities to decrease process lags.
  • Implemented quality control measures to uphold company standards.
  • Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.

Education

High School Diploma -

Garfield Heights
Garfield Heights, OH
05-2023

Bachelor of Arts - Communications

Cleveland State University
Cleveland, OH
12-2018

Associate of Arts -

Cuyahoga Community College
Cleveland, OH
05-2016

Skills

  • Call center operations
  • Problem resolution
  • Administrative support
  • Adaptability and flexibility
  • Product and service solutions
  • Critical thinking
  • Microsoft Excel
  • Zendesk
  • Zoho

  • Call center procedures
  • Report creation
  • Customer relationship management (CRM)
  • Credit card payment processing
  • Complaint handling
  • Account management
  • Customer service
  • CRM software

Timeline

Customer Service Representative

Proctor Brown and Brown Insurance
03.2020 - 12.2024

Customer Care Representative

FedEx
02.2018 - 03.2020

Customer Service Manager

Amazon
04.2016 - 09.2018

High School Diploma -

Garfield Heights

Bachelor of Arts - Communications

Cleveland State University

Associate of Arts -

Cuyahoga Community College
Sean Wells