Thomas Banks

• Accomplished multiple tasks within established timeframes.
• Pull and print orders based on priority
• Manage communications tools to ensure each production line is alerted to new work
• Pull parts based on work instructions
• Perform programming of PCBA (printed circuit board assembly) per engineering instructions
• Manage kitting inventory through cycle counting and reporting
• Organize and return unused parts to stock
• React to signals for the flow of production kits needed throughout the day
• Maintain cleanliness in kitting areas
• Perform other duties as assigned

• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Took ownership of customer issues and followed problems through to resolution.
• Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
• Reduced customer complaints, proactively addressing issues and implementing effective solutions.
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Followed through with client requests to resolve problems.

§ Give constant direction to team members to ensure that all customer inquiries are attended to in a timely manner and in the best way possible to maintain a high standard

§ Create better modes of operations to make customer service easier for both team members and customers

§ Monitor modes of operations and adjust accordingly to ensure maximum results

§ Give detailed statistical feedback on performance of team members to the management for staff evaluation and reward purposes

§ Observe performance of team members to identify their strengths and weaknesses and make arrangements to strengthen their lose ends. Also, take disciplinary measures against any team members whom is found wanting

§ Provide assistance to team members whom are experiencing difficulties in the discharge of their duties by providing additional training and personal coaching

§ Ensure that all equipment and appliances needed by the customer team members are available and in good condition to enable smooth flow of operations and customer satisfactions

§ Step in to attend to customers that are proving difficult to team members and resolve their complaints

§ Delegate different customer service duties to team members to ensure a faster and smoother flow of operation through division of labor

§ Create and implement work procedures that will enhance the organization and departmental service delivery, operating procedures and standards

§ Serve as the middleman between the organization and the customer service team members to ensure smooth communication and settling of grievances that may arise in the course of work.

§ Provide steady operational leadership and guidance when management is out of office or unavailable

§ Essential part of the hiring and termination process of Customer Service Representatives

• Supervised the programming of KSYM-FM, the on-the-air procedures of the announcing staff, and the instruction and testing of students applying for shifts
• Instructs announcers in proper procedures, use of equipment, program log requirements, selection of music, improvement of delivery and instructing announcers in proper procedures concerning use of Zetta
• Promoted, scheduled and managed radio station events
• Responsible for recruiting volunteers and securing venues
• Assisted with annual pledge drives to include promotion, scripting, data entry, record keeping and securing guest hosts.