Terry Polasek
Waterford,MI
Summary
Professional with strong background in customer service, adept at leading and supporting teams to achieve goals. Skilled in problem-solving, communication, and conflict resolution, with flexible approach to dynamic environments. Reliable and results-driven, fostering collaborative atmosphere to consistently meet and exceed expectations.
Overview
6
6
years of professional experience
Work History
Lead Customer Service Representative
Experigreen Lawn Care
05.2023 - Current
- Daily supervision of customer service representatives, including call, text, and email monitoring, and providing feedback on performance to customer service leaders.
- Conducted regular team meetings to share best practices, discuss challenges, and foster a collaborative work environment.
- Assist in coaching and developing customer service representatives in ExperiGreen processes, agronomics, software platforms, and overall customer experience when management is unavailable.
- Provide feedback to management on process improvements that increase efficiency and customer satisfaction.
- Acts as the point of contact for escalations regarding complex customer issues, ensuring timely and effective resolutions.
- Manages and responds to all negative customer reviews, while including appropriate branch-level management as needed.
- Assist the customer service supervisor in additional tasks related to customer service and ExperiGreen.
- Train all new employees on the company standards, agronomics, policies, procedures, and company systems.
- Provide ongoing customer service and agronomic training as needed to ensure that teams stay in compliance with all ExperiGreen policies and procedures.
Manager
Dairy Queen
02.2020 - Current
- Oversaw daily operations to ensure efficient service delivery and customer satisfaction
- Trained and mentored staff on operational procedures and best practices
- Coordinated with suppliers to maintain optimal product availability and quality standards
- Enhanced product quality by instituting rigorous quality control procedures, resulting in fewer customer complaints.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Education
Associate of Business Administration - Accounting
Oakland Community College
Auburn Hills, MI12-2024
Skills
- Leadership & Team Management
- Customer Service Excellence
- Training & Onboarding Staff
- Process Improvement & Efficiency
- Conflict Resolution & Escalation Handling
- Inventory & Cash Management
- Microsoft Office Suite (Word, Excel, Outlook)
- CRM Software & Customer Communication
Timeline
Lead Customer Service Representative
Experigreen Lawn Care
05.2023 - Current
Manager
Dairy Queen
02.2020 - Current
Associate of Business Administration - Accounting
Oakland Community College