Summary
Overview
Work History
Education
Skills
Timeline
Generic

Travis Caldwell

Meridian,ID

Summary

Grasps initiatives quickly in customer centric environment by achieving both company and personal goals. Swiftly adapts to shifting seasonal needs, demands and priorities. Communicates trends and recommendations to customers, and provides feedback to management. Applies effective teamwork, customer and sales skills simultaneously. Always applies good judgment when performing duties.

Overview

26
26
years of professional experience

Work History

Supportability Specialist

Intuit
08.2022 - Current
  • Lead QSA for fiscal 2023-2024 in chat volume
  • Cross-trained to triage investigations which played a key role in helping to clear out the investigation queue for the first time in over 20 years
  • Help create, implement, and champion Operation Soaring Eagle which was an upskilling and training process T2 experts
  • Followed all company policies and procedures to deliver quality work.
  • Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
  • Collaborated with cross-functional teams to achieve project goals on time and within sprint deadlines.
  • Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
  • Implemented customer feedback system to inform product development.

Senior Service and Support Specialist

Intuit
08.2020 - 08.2022
  • Helped create, implement, and champion the QSP support and onboarding program
  • Part of the NATACC team in which supported high value accountants
  • Accepted to be part of the first inaugural QBO SME team at the Eagle location
  • Helped manage support both the premium space and general channel while providing guidance to fellow representatives to provide solutions to their customers
  • Coached and developed fellow associates who went through QBO training curriculum and handled inbound calls
  • Handled customer escalations which included documenting and reporting for escalations from the office of the president
  • Accepted to be part of the Boise Hiring Initiative which consisted of conducting interviews and hiring new applicants
  • Cross-trained in Quickbooks Desktop Pro, Premium, and Enterprise along with being part of the reactive saves test program which is designed to decrease churn rate by providing options and solutions to in order to retain customers

Service and Support Representative

Intuit
07.2019 - 07.2020
  • Consistently increased leaderboard score month over month from August to December
  • Participated in QBFSP 1099 payroll training to help assist customers and increase satisfaction during peak periods in tax season
  • Accepted to be part of the companies inaugural’s QBO training program to enhance the customer experience interaction
  • Spearheaded a plan to increase service activations and create a culture amongst the team

Freight Team Associate

Home Depot
06.2018 - 07.2019
  • Selected and completed the Home Depot Supervisor developmental leadership training program
  • Recruited to be part of the Home Depot Voice of Associates team to help address the needs and concerns of fellow coworkers to increase associate satisfaction
  • Boosted team efficiency by moving materials with forklifts, reach vehicles, order pickers, and other equipment
  • Offered expertise in inventory management and current stock levels to internal teams and customers to facilitate accuracy and product availability.
  • Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.

Loan Document Specialist 3

DISYS - Wells Fargo - Boise Service Center
01.2018 - 06.2018
  • Familiar with understanding appraisals, deed of trusts, warranty deeds, promissory notes, and other loan documentation
  • Increased quality and quantity performance on flood validation performance week over week since being hired
  • Effectively communicated with bankers, SBA agents, and real estate specialists by telephone and email to achieve deadlines and rush orders to help assist deadlines and provide outstanding customer service
  • Established myself as a dependable team member by receiving increased workloads and rush orders to complete in time-sensitive situations in order to service clientele

Mortgage Broker

Keep It Quick Funding
01.2017 - 01.2018
  • Reviewed files, records and other documents to obtain information and respond to requests.
  • Increased credibility and client awareness by developing technical/non-technical marketing collateral and presentations, public relations campaigns, articles and newsletters.
  • Originated, reviewed, processed, closed and administered customer loan proposals.
  • Recommended loan approvals and denials based on customer loan application reviews.

Parts Department Manager

Dennis Dillon Powersports
01.2016 - 01.2017
  • Managed the front counter, including answering the phone and opening and closing the shop.
  • Managed and maintained the necessary level of supplies in the shop.
  • Communicated effectively with customers on future problems and repairs that might need to be addressed.
  • Reviewed work orders and discussed them with supervisors.

GMC & Fiat Certified Sales Specialist

Dennis Dillon GMC Sales And Service
10.2014 - 01.2016
  • Documented all customer inquiries and comments thoroughly and quickly.
  • Greeted customers in a timely fashion, while quickly determining their needs.
  • Responded to all customer inquiries thoroughly and professionally.
  • Answered customer questions about product availability and shipment times.

General Manager

Staples
05.2010 - 09.2014
  • Top 25 store in the company in tech services budget which is a key growth category for the company
  • Top 50 store in the company in computer accessories attachment which increased margin and profit
  • Increased profits through effective sales training and troubleshooting profit loss areas.
  • Reported to the district manager regarding all store and staff issues.
  • Completed profit and loss performance reports.
  • Managed staff of 16 sales associates, 5 team leaders and 2 assistant managers.
  • Instructed staff on appropriately handling difficult and complicated sales.
  • Hired, trained and evaluated personnel in sales and marketing.
  • Trained and developed new associates on customer service and key sales tactics.

Operations Manager

Staples
10.2008 - 05.2010
  • Educated employees on new merchandise during seasonal workshops.
  • Led merchandise selection, pricing, planning and marketing.
  • Stocked and replenished merchandise according to store merchandising layouts.
  • Trained new sales associates each quarter.
  • Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
  • Communicated clear expectations and goals to each team member.
  • Recognized and rewarded outstanding work performance to cultivate a positive and collaborative customer service culture.
  • Supervised and directed all merchandise and shipment processing.

Sales Manager

Staples
10.2006 - 10.2008
  • Shared best practices for sales and customer service with other team members to help improve the store’s efficiency.
  • Mentored new sales associates to contribute to the store’s positive culture.
  • Planned and directed staff training and performance evaluations.
  • Trained all incoming sales team members.
  • Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices.
  • Built relationships with customers and the community to establish long-term business growth.
  • Hired, trained and evaluated personnel to create a strong sales culture
  • Increased sales through effective sales training to attain goals

Easy Tech Supervisor

Staples
09.1998 - 10.2006
  • Trained and served as a peer coach for new sales associates.
  • Completed all cleaning, stocking and organizing tasks in assigned sales area.
  • Greeted customers in a timely fashion while quickly determining their needs.
  • Recommended merchandise to customers based on their needs and preferences.
  • Responded to customer questions and requests in a prompt and efficient manner.

Education

Have not completed due to promotion with current company - Accounting

Boise State University
Boise, ID

Skills

  • Certified forklift, reach, and order picker operator
  • Positive and upbeat
  • Accomplished manager
  • Strong interpersonal skills
  • Empowers high-performing sales teams
  • Goal-oriented
  • Excellent customer service skills
  • Customer relations
  • Staff training and development
  • Motivated team player
  • Customer-oriented

Timeline

Supportability Specialist

Intuit
08.2022 - Current

Senior Service and Support Specialist

Intuit
08.2020 - 08.2022

Service and Support Representative

Intuit
07.2019 - 07.2020

Freight Team Associate

Home Depot
06.2018 - 07.2019

Loan Document Specialist 3

DISYS - Wells Fargo - Boise Service Center
01.2018 - 06.2018

Mortgage Broker

Keep It Quick Funding
01.2017 - 01.2018

Parts Department Manager

Dennis Dillon Powersports
01.2016 - 01.2017

GMC & Fiat Certified Sales Specialist

Dennis Dillon GMC Sales And Service
10.2014 - 01.2016

General Manager

Staples
05.2010 - 09.2014

Operations Manager

Staples
10.2008 - 05.2010

Sales Manager

Staples
10.2006 - 10.2008

Easy Tech Supervisor

Staples
09.1998 - 10.2006

Have not completed due to promotion with current company - Accounting

Boise State University

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