Steven Metzger
Merlin
Summary
Dynamic Customer Experience Advocate at Hunter Communications with a proven track record in client advocacy and conflict resolution. Skilled in CRM software, I enhanced customer satisfaction through effective communication and streamlined interactions. Recognized for my collaborative teamwork and ability to manage high-stress situations, I consistently delivered exceptional service and support.
Overview
14
14
years of professional experience
Work History
Customer Experience Advocate
Hunter Communications
08.2022 - Current
- Improved customer satisfaction by actively listening to concerns and providing prompt resolutions.
- Promoted a positive brand image by effectively resolving complex or escalated issues that required specialized expertise.
- Assisted in refining the company''s voice across all customer touchpoints by aligning messaging with brand values.
- Streamlined customer interactions by efficiently managing multiple communication channels, including email, phone, and chat.
- Reduced response time for customer inquiries with effective prioritization and multitasking.
- Answering phones in a quick and efficient manner to provide customer support.
Cabinet Builder
Masterbrand Cabinets
11.2017 - 07.2022
- Collaborated with team members for timely completion of complex cabinet projects.
- Managed inventory, ensuring necessary materials were available for uninterrupted work processes.
- Maintained a safe working environment through proper tool maintenance and adherence to safety protocols.
- Assisted clients in selecting appropriate materials, hardware, and finishes for their desired outcomes.
- Prepared finished products for delivery or installation by carefully packaging components to prevent damage during transport.
Electronic Assembler
Esam Electronics
02.2016 - 07.2017
- Assembled components per technical specifications and production guidelines.
- Utilized advanced soldering techniques for precise connections between electronic components, minimizing the need for rework or repairs.
- Inspected completed [Type] products for functionality and quality, alerting supervisors of repeat issues and seeking out root causes.
- Improved product assembly efficiency by streamlining electronic component placement and soldering processes.
- Performed thorough testing of assembled products to ensure optimal functionality before shipping to customers.
- Maintained a positive attitude and strong work ethic, contributing to overall team morale and success in meeting production goals.
- Optimized workflow processes, enabling the completion of more assemblies within given deadlines.
Customer Service Representative
FCR
02.2012 - 01.2017
- 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.
- 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.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Education
No Degree - Business Technology
RCC
Grants PassHigh School Diploma -
North Valley
Grants Pass01-2003
Skills
- Customer service expertise
- CRM software
- Client advocacy
- Customer retention
- Collaborative teamwork
- Teamwork and collaboration through multiple departments
- Customer service
- Call center experience
Timeline
Customer Experience Advocate
Hunter Communications
08.2022 - Current
Cabinet Builder
Masterbrand Cabinets
11.2017 - 07.2022
Electronic Assembler
Esam Electronics
02.2016 - 07.2017
Customer Service Representative
FCR
02.2012 - 01.2017
No Degree - Business Technology
RCC
High School Diploma -
North Valley
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