WILLIAM WALLER
Douglasville,GA
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
42
42
years of professional experience
Work History
Customer Service Assistant Manager
Tractor Supply Company
Douglasville, GA
08.2018 - Current
- Implemented quality control measures to uphold company standards.
- Reviewed accounts for payments received or approved credit arrangements.
- Assisted customers with inquiries, complaints and feedback.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Developed and implemented strategies retain customers and drive loyalty.
Assistant Manager
Tractor Supply Company
Dallas, Georgia
05.2012 - 07.2018
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Resolved escalated customer issues in a timely manner.
- Trained new employees on company policies, procedures and practices related to customer service roles.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
Radiocommunications/computer Maintenance Manager
MARTA Metropolitan Authority Rapid Transportation
Atlanta, Georgia
09.2007 - 03.2012
- Ensured compliance with safety regulations and standards.
- Inspected buildings, grounds and equipment regularly for safety hazards or breakdowns.
- Performed troubleshooting on malfunctioning systems when necessary.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Drafted budgets for maintenance operations and monitored expenditures.
- Analyzed customer feedback about services provided by the department.
Service Manager
The Southern Company
Atlanta, GA
10.1998 - 09.2007
- Coordinated project management, commissioning, and technical support for installations.
- Oversaw the scheduling of technicians for installation jobs in order to meet customer needs.
- Maintained accurate records of completed installations, including serial numbers, dates, locations.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Conducted research and reviewed findings to solve customer issues.
- Conducted training and offered staff development opportunities to decrease process lags.
Lead Technician
IBM
Atlanta, Georgia
03.1983 - 09.1998
- Validated customer appointments before installation dates.
- Ensured timely and complete equipment service.
- Oversaw daily operations, delegated tasks and assignments and implemented strategies to optimize workflows.
- Enforced compliance with quality standards to maintain production requirements and sustain business operations.
- Identified areas where improvements could be made in terms of system efficiency or cost savings.
- Validated adherence to best practices, quality standards and customer specifications.
Education
Bachelor of Engineering Technology - Telecommunications
Rockville University
Humble, TX05-1985
Bachelor of Science - Education And Recreation
University of Georgia
Athens, GA.05-1975
Skills
- Proficient in Managing Requests
- Timely Issue Resolution
- Efficient Refund Processing
- Strategic Account Oversight
- Data Coordination
- Cash Handling Expertise
- Effective Complaint Resolution
- Promotional Strategy Development
Languages
Spanish
Elementary
Timeline
Customer Service Assistant Manager
Tractor Supply Company
08.2018 - Current
Assistant Manager
Tractor Supply Company
05.2012 - 07.2018
Radiocommunications/computer Maintenance Manager
MARTA Metropolitan Authority Rapid Transportation
09.2007 - 03.2012
Service Manager
The Southern Company
10.1998 - 09.2007
Lead Technician
IBM
03.1983 - 09.1998
Bachelor of Engineering Technology - Telecommunications
Rockville University
Bachelor of Science - Education And Recreation
University of Georgia
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