Zachary Kane
West Deptford,NJ
Summary
Zachary is a creative IT employee with a strong background in Papercut, Blackboard, Microsoft Office, customer service and trouble-shooting, seeking to take next career step with a respected company focused on computer technologies or customer service. Expertise in managing computers, customer service, and educational technology platforms (Blackboard, Papercut). With proven success in participating in teams and alone to achieve project goals and achieving a high-degree of client satisfaction.
Overview
10
10
years of professional experience
Work History
Customer Service Lead
Home Depot
Mantua, New Jersey
10.2024 - Current
- Handled customer inquiries and complaints in a professional manner.
- Provided expertise on product knowledge, services, policies and procedures to customers.
- Directed customer service staff activities, including training, coaching and performance management.
- Developed and implemented customer service policies and procedures to improve quality of customer experience.
- Resolved escalated issues from team members or customers in an efficient manner.
- Reviewed customer feedbacks to identify areas for improvement in products and services.
- Analyzed customer data to provide insights on trends, preferences and needs.
- Implemented changes based on feedbacks received from customers.
- Conducted periodic audits of call recordings and emails sent by agents for quality assurance purposes.
- Handled cash and credit card payments and returned receipts, change and payment cards to customers.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Worked with senior leadership to address and resolve disciplinary issues and boost overall team success.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Developed strong customer relationships to encourage repeat business.
- Monitored customer service performance metrics to identify areas for improvement.
- Answered inbound calls, chats and emails to facilitate customer service.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Head Cashier
Home Depot
Mantua, New Jersey
03.2022 - 10.2024
- Scheduled and supervised cashiers during shifts, ensuring proper coverage of registers.
- Ensured all cashiers were trained in store policies and procedures, as well as safety protocols.
- Performed opening and closing duties such as counting money, balancing tills, and reconciling discrepancies.
- Assisted customers at checkout by providing excellent customer service and resolving any issues that arose.
- Coached employees on best practices for handling customer complaints quickly and effectively.
- Processed refunds for worn, damaged, and broken merchandise.
- Supervised daily cash operations, including opening and closing procedures, cash drawer management, and deposits.
IT DEPARTMENT EMPLOYEE
Rowan College at Gloucester College
Sewell, NJ
08.2014 - 04.2016
- Replaced parts in four different printers as needed IE
- Clearing jams, replacing toner and drums, a new fuser
- Assisted Students with issues related to Microsoft Office, Student profiles in Active Directory, printing through Papercut, Blackboard, converting file formats and conectivity issues
- Oversaw and provided troubleshooting for over 100 computers alone
VOLUNTEER WITH SUCCESS 1ST
Boys and Girls Club
Paulsboro, NJ
Current
- Helped teens prepare an oral presentation that was delivered in front of a crowd of their peers
- Appeared at multiple locations in the community to spread Success 1st message of teaching teen to be safe, smart and successful
- Set up streaming equipment on event days
- Troubleshooted issues with technology and streaming equipment
- Help set-up meeting equipment
- Working with others to co-lead discussions with the boys groups
Education
HIGH SCHOOL DIPLOMA -
West Deptford High School
West Deptford, NJ01.2011
Skills
- Google Docs
- Active Directory
- Microsoft Office
- PowerPoint
- Excel
- Word
- Social Media
- PaperCut
- Blackboard
- Computer Technologies
- Customer Service
- Detailed Work
- Order Management
- Staffing oversight
- Call center experience
- Research and analysis
- Interpersonal communications
- Customer Complaint Resolution
- Department operations
- Interdepartmental communication
- Team training and development
- Sales
- Customer Relations
- Cash Handling
- Payment Processing
Volunteer Experience
Volunteer with Success 1st, Boys and Girls Club, Paulsboro, NJ, Present, Helped teens prepare an oral presentation that was delivered in front of a crowd of their peers., Appeared at multiple locations in the community to spread Success 1st message of teaching teens to be safe, smart and successful., Set up streaming equipment on event days., Troubleshooted issues with technology and streaming equipment., Help set-up meeting equipment., Working with others to co-lead discussions with the boys groups.
Timeline
VOLUNTEER WITH SUCCESS 1ST
Boys and Girls Club
Current
Customer Service Lead
Home Depot
10.2024 - Current
Head Cashier
Home Depot
03.2022 - 10.2024
IT DEPARTMENT EMPLOYEE
Rowan College at Gloucester College
08.2014 - 04.2016
HIGH SCHOOL DIPLOMA -
West Deptford High School
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