William Brown
Elmhurst,IL
Summary
Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers. Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and the ability to handle multiple tasks simultaneously—proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
LAKE SHORE RECYCLING
Rosemont, Illinois
03.2023 - 12.2023
- Anticipate customer needs and go above and beyond to ensure an efficient, seamless customer experience
- Strive for first-contact resolution with each interaction
- Take ownership and tackle potentially complex and heightened user concerns with a positive and supportive attitude while making decisions and judgments to appropriately resolve those situations
- Collaborate with other team members to ensure consistent and seamless services while also exercising time management and task prioritization
- Work with team leaders to identify opportunities to improve processes, products, and services
- Update customer information in the system during and after each correspondence
- Answer incoming calls from prospective customers to explain services and products offered while providing additional service offerings
- Become proficient with client programs and develop product knowledge
- Record and verify names, addresses, purchases, and reactions of prospective customers
- Handle incoming calls (orders, inquiries, complaints, etc.) and direct calls for further problem resolution if necessary
- Participate in learning opportunities for process improvements, time management, and technology skills
- Followed company policies and procedures
- Special Projects and other duties as needed
Customer Care Representative II
CHAMBERLAIN GROUP
Oak Brook, IL
10.2021 - 01.2023
- Provide ongoing daily support to external and internal customers, spanning all Chamberlain group product lines
- Utilized Salesforce to initiate and process customer cases and create and maintain reports
- Enter and manage orders in SAP
- Provide product information, pricing, and availability
- Followed up with customers regarding the status of their open orders and relay shipping information
Customer Care Account Representative
AMERICAN WATER COMPANY/PIVOTAL HOME SOLUTIONS
Naperville, IL
04.2020 - 10.2022
- Assist existing customers with account questions or process and schedule repair and maintenance services while selling additional products and services
- Maintain a thorough understanding of account processes and the benefits of our product and service offerings
- Exceeded sales expectations
Customer Support Specialist
DYSON DIRECT, INC
Naperville, IL
11.2016 - 04.2020
- Handle calls from customers with pre-sales support inquiries, after-sales support issues, technical questions on products, and cross-selling Dyson products and services to existing customers
- Demonstrate a helpful and understanding demeanor with every customer interaction, promptly
- Keep track of all customer account information, including warranties, repairs, and order entry
- Uphold Dyson’s attendance standard and punctuality, as well as high productivity and accurate documentation of customer interactions and information
- Possess the qualities to fulfill the role of an engaged, motivated, and proactive member of the Dyson team by demonstrating adaptability in an endlessly changing work environment
- Support all team members in achieving goals and taking ownership for the impact of my actions and decisions
Liquor Manager
MARIANO’S FRESH MARKET
Chicago, IL
01.2013 - 01.2016
- Responsible for inventory, sales, and record keeping of department
- Duties include monitoring sales and inventory trends, forecasting sales to maintain adequate stock levels, management of all merchandising in department, coordination of promotions and displays, stocking of merchandise on the floor, maintaining the appearance and cleanliness of the department, handling of special orders, execution of monthly inventories, management of weekly work schedules, achievement of sales goals set by management, education of customers and suppliers on new products and trends through regularly scheduled tastings, and the design and construction of new planograms
- Manages one of the top three stores in a chain of forty
- Consistently keeps labor costs under two percent of sales
- Negotiates new product placement and pricing with vendors
Assistant Store Manager- 5 Concepts
HMS-HOST
Chicago, IL
01.2010 - 01.2012
- Company Overview: Master Concessioner for O’Hare International Airport terminal 3
- Assistant manager responsible for several concepts and multiple brands at O’Hare Airport
- Worked hands-on with 5 different brands/concepts, including Starbucks, Wolf Gang Puck Café, BJ’s Market and Bakery, and Brioche Doree Café
- Acted as liaison between Federal Airport Authority, Department of Health, and Building Authority to facilitate smooth communication
- Oversaw budgets, monthly and weekly profit and loss statements, and employee schedules
- Master Concessioner for O’Hare International Airport terminal 3
- Managed 40 Union employees directly per eight-hour shift
- Supervised the day-to-day activities of Shift Supervisors and other non-management associates
- Provided recommendations for hiring, firing, advancement, promotion, or any other status change of associates within the store
- Coordinated on-the-job training programs for new hires, ensuring all associates were capable of accomplishing required tasks within the store
- Negotiated deals with labor to keep the cost of food low
Field Merchandiser/ Sales
COINSTAR
Chicago, IL
01.2006 - 01.2010
- Sold and managed a comprehensive prepaid product portfolio including approximately 400 individual prepaid card products from more than 65 unique issuers spanning various prepaid segments, including wireless, long distance telecom, branded retail gift, financial services, and digital entertainment
- Built a strong territorial base of Coinstar terminals at several retail locations
- Sought out and sold to prospective clients and locations that might be interested in adding a Coinstar terminal or purchasing other related products
- Responsible for in-store merchandising, as well as terminal installations, plan-o-gram resets, data collection, and promotional display activity
- Worked with both small and large vendors to expand market share for the company on several diverse fronts and a range of customer bases
- Increased performance of the chain from being in the bottom 10% to the top 10% in completed sales
- Created a chain of business relationships spanning from New York to Florida
- Mastered system of setting up and training local employees on use of terminals and pre-pay system
Sales Representative/Merchandiser
HAMBURG DISTRIBUTION (NWS/GLAZER)
Peoria, IL
01.2005 - 01.2006
- Company Overview: Liquor, wine, and beer distributor
- Oversaw several different operational functions of the company, including the coordination of point of purchase materials, establishment of pricing, construction of displays, management of tasting events, collection from past due accounts, maintenance of proper inventory, as well as the taking and processing of orders
- Ran vacation routes, merchandised, and worked special events
- Liquor, wine, and beer distributor
- Prospected and was account manager on National/Independent accounts, including Brown-Forman, Gallo Wine, Pabst Brewing, Diageo, and various wine/spirits
- Earned a sales position after a relatively short period as a merchandiser
Education
Associate of Arts -
Western Illinois University
Macomb, ILSkills
- Sales reporting
- Time management
Timeline
Customer Service Representative
LAKE SHORE RECYCLING
03.2023 - 12.2023
Customer Care Representative II
CHAMBERLAIN GROUP
10.2021 - 01.2023
Customer Care Account Representative
AMERICAN WATER COMPANY/PIVOTAL HOME SOLUTIONS
04.2020 - 10.2022
Customer Support Specialist
DYSON DIRECT, INC
11.2016 - 04.2020
Liquor Manager
MARIANO’S FRESH MARKET
01.2013 - 01.2016
Assistant Store Manager- 5 Concepts
HMS-HOST
01.2010 - 01.2012
Field Merchandiser/ Sales
COINSTAR
01.2006 - 01.2010
Sales Representative/Merchandiser
HAMBURG DISTRIBUTION (NWS/GLAZER)
01.2005 - 01.2006
Associate of Arts -
Western Illinois University
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