Summary
Overview
Work History
Education
Skills
Timeline
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Steven Ruggles

Naples,FL

Summary

Knowledgeable and dedicated customer service professional with extensive experience in security industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

14
14
years of professional experience

Work History

Customer Service Associate

Lowes Home Improvment
11.2010 - 08.2014
  • Investigated and resolved customer inquiries and complaints quickly.
  • Provided product and service recommendations to guide customers on products to meet varying needs.
  • Cross-trained and backed up other customer service managers.
  • Developed and actualized customer service initiatives to decrease wait times.
  • Managed timely and effective replacement of damaged or missing products.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Maintained up-to-date knowledge of product and service changes.
  • Solved problems with products and services by providing customers with technical support.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded to customer calls and emails to answer questions about products and services.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues. Amen
  • Trained new personnel regarding company operations, policies and services.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Increased revenue by cross-selling and upselling products and services.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

Gatehouse Access Control Officer

Hideaway Beach Club
01.2006 - 01.2010
  • Acted as deterrent to prevent criminal actions, vandalism and misconduct to allow business to conduct operations in safe environment.
  • Recorded observations and occurrences and interviewed witnesses to complete and submit incident report.
  • Enforced security policies and removed violators and unauthorized individuals from premises to maintain safe environment.
  • Checked credentials and identifying paperwork for all incoming employees and visitors.
  • Wrote detailed reports of all security breaches and investigations.
  • Conducted training sessions for new security personnel to facilitate compliance with security protocols.
  • Drafted reports of property damage, theft, accidents, and unusual occurrences to document daily activities and irregularities.
  • Gathered information, identified, and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints.
  • Communicated with security team and building supervisors using two-way radios, mobile phones and other technological devices.
  • Patrolled internal building spaces and facility grounds to identify and deter threats to assets.
  • Kept check-in area clean and neat at all times.
  • Investigated complaints and documented findings.
  • Investigated suspicious activities and persons to maintain security of premises.
  • Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
  • Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
  • Monitored CCTV cameras and alarm systems for security breaches.
  • Examined doors, windows and gates to verify security.
  • Secured premises and personnel by patrolling property and monitoring surveillance equipment.
  • Completed hourly patrols of facility, grounds and perimeter.

Gatehouse Supervisor

Kent Security
03.2000 - 08.2004
  • Collected, arranged, and input information into database system.
  • Evaluated employee performance and coached and trained to improve weak areas.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Identified unsafe or unhealthful workplace conditions or hazards to enforce safe work practices and procedures.
  • Monitored workflow to improve employee time management and increase productivity.
  • Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
  • Developed and implemented customer service policies to enhance satisfaction.
  • Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
  • Maintained compliance with company policies, objectives, and communication goals.

Education

High School Diploma -

Lyndon Institute
Lyndon Center, Vermont
06.1968

Skills

  • Customer Service
  • Safety Regulations
  • Customer Service and Assistance
  • Quality Assurance I served almost 28 years in military as heavy equipment mechanic and instructor In that time was safety instructor, , hazardous materials disposal technician,heavy vehicle operator

Timeline

Customer Service Associate

Lowes Home Improvment
11.2010 - 08.2014

Gatehouse Access Control Officer

Hideaway Beach Club
01.2006 - 01.2010

Gatehouse Supervisor

Kent Security
03.2000 - 08.2004

High School Diploma -

Lyndon Institute

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Steven Ruggles