Whit McCullough
Vestavia
Summary
Adept at enhancing customer satisfaction and streamlining support processes, I leveraged my problem-solving and empathy skills at Thompson Tractor to significantly improve service delivery. My expertise in computer skills and client relationship building fostered strong customer loyalty and efficient resolution of complex issues, demonstrating a proven track record of exceptional service and reliability.
Overview
16
16
years of professional experience
Work History
Product Support Representative
Thompson Tractor
05.2019 - Current
- Streamlined support processes by creating comprehensive documentation of common issues and resolutions.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Ensured customer retention, addressing their concerns and offering tailored solutions to meet their needs.
- Managed high-stress situations effectively, remaining calm under pressure while maintaining focus on delivering exceptional service levels at all times.
- Served as a liaison between customers and development teams to ensure timely implementation of bug fixes or feature enhancements.
- Improved customer satisfaction by efficiently troubleshooting and resolving product issues.
- Developed strong relationships with clients through consistent communication, building trust in our services.
- Built rapport with clients through genuine empathy and understanding, fostering long-term customer loyalty.
- Reduced response time for support inquiries with effective case management and prioritization.
Parts Specialist
Thompson Tractor
08.2014 - 05.2019
- Issued parts to technicians to complete customers' repairs.
- Served customers in-store and by telephone to answer questions and place orders.
- Collaborated with service technicians to identify required parts for repairs, minimizing delays and enhancing productivity.
- Provided exceptional customer service by promptly responding to inquiries, resolving issues, and consistently going above and beyond to exceed expectations.
- Maintained a clean and organized work environment, allowing for easy access to frequently used items and efficient completion of tasks.
- Conducted thorough research on complex parts inquiries, ensuring accurate information was provided to customers and colleagues.
- Maintained current knowledge of manufacturers' options and parts availability to offer expert support.
- Processed returns and exchanges promptly, addressing customer concerns while adhering to company policies.
- Assisted customers with troubleshooting and part selection, providing knowledgeable guidance to ensure proper fitment of components.
- Operated fork truck to move heavy pallets and containers of parts between vehicles and storage locations.
- Worked with vendors to place new orders, handle shortage and resolve defective parts issues.
- Maximized sales opportunities by effectively cross-selling complementary products whenever appropriate during customer interactions.
- Ordered parts from various distributors to fulfill demands.
- Assisted customers in finding appropriate parts promptly.
Shipping Clerk
Thompson Tractor
09.2008 - 08.2014
- Coordinated with warehouse staff to ensure timely order fulfillment and delivery.
- Collaborated with customer service team to resolve shipping issues and provide timely updates to clients.
- Reduced shipping errors by implementing a thorough quality control system for outgoing orders.
- Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
- Assisted in training new employees on company shipping policies and procedures, promoting consistent quality across the team.
- Checked bills of lading, outgoing package paperwork, and other documentation for accuracy.
- Managed multiple priorities, consistently meeting or exceeding deadlines for shipment dispatches.
- Consistently met customer satisfaction goals through diligent attention to detail and commitment to delivering high-quality service in every shipment handled.
- Operated equipment such as forklifts and balers to move outgoing shipments to loading area.
Education
General Business
The University of Alabama
Tuscaloosa, ALHigh School Diploma -
Mountain Brook High School
Mountain Brook, AL05-2004
Skills
- Empathy and patience
- Client relationship building
- Training and coaching
- Escalation management
- Teamwork
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Reliability
- Excellent communication
- Computer skills
Timeline
Product Support Representative
Thompson Tractor
05.2019 - Current
Parts Specialist
Thompson Tractor
08.2014 - 05.2019
Shipping Clerk
Thompson Tractor
09.2008 - 08.2014
General Business
The University of Alabama
High School Diploma -
Mountain Brook High School
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