Thorsten Kilburn
Puyallup,WA
Summary
At McLendon Hardware, I excelled in roles requiring exceptional customer service and forklift operation, significantly enhancing team collaboration and customer satisfaction. Leveraging strong interpersonal skills and product knowledge, I led projects to improve delivery efficiency and resolve complaints, achieving a record of zero accidents and boosting customer retention.
Overview
27
27
years of professional experience
Work History
Customer Service, Forklift Operation
McLendon Hardware
05.1997 - 09.2024
- Coached team members in best practices for requirements gathering, scoping projects, and managing expectations effectively.
- Liaised between business units and technical teams to translate functional requirements into actionable tasks/activities while mitigating potential roadblocks.
- Improved team collaboration with regular communication, feedback loops, and iterative planning sessions.
- Established effective working relationships with external vendors/partners to ensure seamless delivery of integrated solutions/services during iterationsprojects.
Delivery Driver
McLendon Hardware
05.1997 - 09.2024
- Delivered packages to customer doorsteps and business offices.
- Completed on-time deliveries by choosing best and most efficient routes.
- Improved customer satisfaction by ensuring timely and accurate deliveries of products.
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
- Operated vehicle safely in highly congested areas with no traffic violations.
- Completed rush deliveries on tight timetables to satisfy customer needs.
- Maintained upbeat, positive attitude in busy, customer-focused environment.
- Loaded truck and properly secured items to prevent damage for deliveries.
- Worked scheduled hours as required and took on available shifts during holidays and busy periods.
- Managed customer inquiries and complaints in polite and professional manner.
- Enhanced delivery efficiency by optimizing routes using GPS navigation and mapping tools.
- Verified accuracy of all deliveries against order forms.
- Upheld high standards of professionalism while representing the company during interactions with customers, vendors, and other stakeholders.
- Maintained strong relationships with clients through proactive communication and personalized service.
- Expedited deliveries to meet customer deadlines and requirements.
- Communicated with dispatchers to stay informed of changes to routes and delivery schedules.
- Demonstrated exceptional time management skills in consistently meeting tight deadlines without compromising quality or safety.
- Ensured the safety of all goods transported by securing loads properly and following best practices for handling fragile items.
- Inspected and maintained delivery vehicles regularly to keep in safe working order.
- Increased repeat business through excellent customer service and prompt resolution of any issues or concerns.
- Developed strong working knowledge of local traffic laws and regulations to facilitate smooth navigation on-the-job safely.
- Kept meticulous records of deliveries, including invoices, delivery confirmations, and any other required documentation to ensure accurate tracking and billing processes.
- Kept detailed mileage and fuel reports to track overall fuel costs.
- Exemplified commitment to teamwork by assisting fellow drivers with technical support or coverage during peak periods.
- Boosted overall efficiency by effectively managing multiple tasks simultaneously, such as loading and unloading vehicles, route planning, and paperwork completion.
- Reduced vehicle downtime and repair costs by performing routine maintenance checks and adhering to preventive measures.
- Ensured timely and accurate delivery of packages to customer locations, enhancing overall satisfaction with service.
- Supported operational efficiency by accurately completing delivery paperwork and timely reporting.
- Improved delivery accuracy by diligently checking orders before departure.
- Achieved record of zero accidents through adherence to traffic laws and safety protocols.
- Supported positive customer experience by resolving delivery issues promptly and effectively.
- Increased customer satisfaction, ensuring all deliveries met specified time frames and conditions.
- Assisted with loading and unloading of goods to prevent delays and ensure timely deliveries.
Education
High School Diploma -
Kent Meridian High School
Kent, WA06-1988
Skills
- Product knowledge
- Customer focus
- Complaint handling
- Sales closing
- Verbal and written communication
- Resolving issues
- Interpersonal skills
- Training experience
Timeline
Customer Service, Forklift Operation
McLendon Hardware
05.1997 - 09.2024
Delivery Driver
McLendon Hardware
05.1997 - 09.2024
High School Diploma -
Kent Meridian High School
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