Severn Boyer
Knoxville,TN
Summary
Dedicated Customer Service professional with knowledge of brand and service delivery by exhibiting proven multitasking abilities. Committed to professional relationships to increase profitability and drive business results. Collaborative leader with dedication to partnering with co-workers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with stakeholders in fast-paced environment. Proficient in customer service best practices and related options that result in customer satisfaction.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Weed Man Lawn Care
12.2023 - 04.2025
- 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.
- Provided technician scheduling management to ensure
- Enhanced customer satisfaction by scheduling by promptly addressing concerns and providing accurate information. Daily in-coming call average, 50-75.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Participated in training programs to enhance product knowledge and customer service skills.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Opened office daily to ensure all customer concerns from previous day were resolved.
Electrician's Assistant
Otto Electric Company, Inc.
06.2023 - 11.2023
- Assisted with electrical work by planning circuits, wiring, and installing fixtures on newly constructed homes.
- Tested and replaced system components like outlets and switches as part of preventive maintenance program.
- Performed basic and semi-skilled electrical work under direction of electrician.
- Followed safety procedures to maintain safe work environment.
Customer Service Representative
Lens Rentals
12.2021 - 03.2023
- Maintained up-to-date knowledge of product and service changes.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Designated contact for incoming daily customer emails and phone calls to ensure stream-lined and effective communication, direction, and resolution.
Project Manager
Roto-Rooter | Water Restoration
06.2019 - 10.2021
- Developed and implemented project plans and budgets to ensure successful execution.
- Coordinated with insurance companies and cross-functional teams to resolve project issues and mitigate risks and expedite projects for the customer.
- Researched and accessed each potential project and managed project costs, to resolve customer issues in an efficient manner.
- Verified quality of deliverables and conformance to specifications before submitting to customers.
- Managed restoration crew daily from initial assessment to completion.
- Applied time management skills across multiple functions.
Senior Crew Chief
Servpro
12.2013 - 06.2019
- Managed and accessed complex and challenging job site needs and align appropriate resources.
- Assessed multitude of job locations.
- Verified project scope and alignment with insurance policy process.
- Provided expeditious response time to client and company needs.
Education
Pesticide Commercial
TN Department of Agriculture
Memphis, TN - UT Extension2016
Inspection Cleaning And Restoration Certification
TN Department of Environment & Conservation
Nashville - Sev-Pro HQ2014
Skills
- Technical Support
- Call Triaging
- Recordkeeping
- Payment Processing
- Brand Representation
- POS Systems and Ordering Platforms
- Administrative Support
- Delivery Scheduling Management
- Order Fulfillment
- Account Management
- Multi-Line Phone Talent
- Customer Service
- Order Entry & Processing
- Conflict Resolution
- Task Management
Accomplishments
- Preferred CSR of customers.
- Effectively managed high volume quality call base.
- Recorded customer calls used in best practice team meetings and training across multiple company functions.
- Initiated new professional approach to customer communication.
- Created new methods for CSR training process.
- Set new records for volume of customer calls.
Timeline
Customer Service Representative
Weed Man Lawn Care
12.2023 - 04.2025
Electrician's Assistant
Otto Electric Company, Inc.
06.2023 - 11.2023
Customer Service Representative
Lens Rentals
12.2021 - 03.2023
Project Manager
Roto-Rooter | Water Restoration
06.2019 - 10.2021
Senior Crew Chief
Servpro
12.2013 - 06.2019
Pesticide Commercial
TN Department of Agriculture
Inspection Cleaning And Restoration Certification
TN Department of Environment & Conservation
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