Zachary Gladstone
Roseville,MI
Summary
Empathetic and detail-oriented professional with a proven track record in customer support and training team members. Skilled in managing high-priority tasks, ensuring timely resolutions, and contributing to industry-leading customer service ratings.
Overview
17
17
years of professional experience
Work History
Passport Support Specialist
CGI Federal Contractor
Detroit, MI
09.2024 - Current
- Documented support interactions in ticketing system, maintaining accurate records for future reference.
- Maintained up-to-date knowledge of company products and services to provide informed assistance.
- Trained new team members on support protocols and tools, enhancing team efficiency and service quality.
- Process passport applications in a timely manner.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
- Process passport applications in a timely manner.
- Identify data errors when performing quality control.
- Meter and process outgoing mail.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Played key role in achieving industry-leading customer service ratings by consistently delivering beyond expectations.
Mailroom Clerk
Midland Credit Management
Troy, MI
04.2022 - 06.2024
- Managed daily mail sorting and distribution processes to ensure timely delivery of correspondence.
- Implemented process improvements that streamlined mail handling and reduced turnaround times for outgoing shipments.
- Trained new employees on mailroom protocols, enhancing team performance and adherence to procedures.
- Prepped documents to be scanned for records
- Processed customer disputes on defaulted credit accounts
- Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
- Safeguarded sensitive information by properly handling confidential documents according to company policies and procedures.
- Followed safety protocols while handling and sorting mail for personal safety purposes.
Copy and Print Associate
Excela Technologies
Troy, MI
02.2019 - 01.2022
- Collaborated with clients to understand project requirements and provide tailored solutions.
- Troubleshooting printer issues resulted in reduced downtime.
- Offered bindery and finishing services to enhance printing jobs and prepare polished marketing materials.
- Provided outstanding customer service by addressing inquiries and resolving issues promptly.
- Adhered to strict deadlines while maintaining high-quality output for all print projects.
- Double-checked completed work and staged in appropriate areas for supervisor approval, final binding and product distribution.
- Sorting and preparing mailings effectively led to faster processing times.
- Delivered appropriate court docs and packages to the proper attorney or legal secretary.
- Assembled proper loan docs to be sent out via Fed EX or Ups.
ICQA Warehouse Associate
Amazon
Livonia, MI
10.2017 - 10.2018
- Followed inventory control audits to ensure accuracy and compliance with operational standards.
- Verified accurate counts on inventory.
- Helped clear and reshelve displaced items .
- Assist with picking items for customer orders.
- Assisted with unloading incoming product.
- Assisted with loading outgoing customer shipments.
- Managed bin safety.
- Kept aisleways clear of fallen product or debris.
Store Associate
Meijer Inc.
Fraser, MI
11.2008 - 10.2017
- Assisted customers with product selection and inquiries to enhance shopping experience.
- Maintained cleanliness and organization of store displays to ensure appealing merchandise presentation.
- Collaborated with team members to restock shelves and manage inventory effectively.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Managed inventory to keep shelves well-stocked and organized, contributing to seamless shopping experience.
- Supported store security measures by reporting suspicious activities, contributing to safe shopping environment.
- Handled customer phone inquiries, providing information and resolving issues, enhancing remote customer service.
- Clean and maintain bottle return machines.
- Collect and return shopping return.
- Maintained store cleanliness and organized merchandise displays to enhance visual appeal.
Education
High School Diploma - Political Science
Macomb Community College
Warren, MIHigh School Diploma -
Fraser High School
Fraser, MI06-2006
Skills
- Customer service
- Support services
- Customer relationship management
- Time management
- Incident management
- Empathy and patience
- Data entry
- Attention to detail
- Highly professional
- Customer communication and empathy
- Active listening
Timeline
Passport Support Specialist
CGI Federal Contractor
09.2024 - Current
Mailroom Clerk
Midland Credit Management
04.2022 - 06.2024
Copy and Print Associate
Excela Technologies
02.2019 - 01.2022
ICQA Warehouse Associate
Amazon
10.2017 - 10.2018
Store Associate
Meijer Inc.
11.2008 - 10.2017
High School Diploma - Political Science
Macomb Community College
High School Diploma -
Fraser High School