Customer Service Inventory Control

Ray Graham

**** * ******** **/********/AZ *****

**********@*****.***/520-***-****

Customer Service

Excellent Customer Service record with over 20 years of experience managing people, business processes and customer

service. Strong inventory control skills, business management skills within large and small organizations, collaborative

team player with proven results at getting the most from staff members, providing world class customer service, while

cutting the cost of doing business. Results oriented with long track record of implementing improvements while working in

high pressure situations.

Highlights

• Sykes Top Performer 10 Consecutive Months.

• Implemented First Call Resolution System for Whirlpool in California achieving the highest customer satisfaction

results in the nation for 4 straight years.

• Ensured service technicians had every part needed to complete the repair or service call in one visit.

• Conceptualized and implemented cost saving measures while providing superior service to customers.

• Applied industry best practices for providing efficient and effective support in both service and product related

companies.

• Managed ordering, receiving, short term storage and redistribution of products to customers.

• Determined the best delivery option for in house pharmacies assuring products could be received on time and in

good condition.

• Proven ability to interpret complex written procedures, manage inventory and co-workers in a variety of

environments.

• Demonstrated understanding of supply processes and principles, as well as handling logistics, delivery and

warehouse inventory control.

Skills and Experience

2013-Present

Alpine-Sykes

Home based Customer Service Agent (Account Management). Responsible for troubleshooting account issues, locating

problem area(s) and providing resolution or path to resolution for customers. Achieved rating of Top Performer within first

six months of employment. Cross trained on multiple platforms in order to provide top notch, first call resolution to

customers.

Duties:

10 Consecutive Months – Top Performer

Answer calls and respond to emails

Handle customer inquiries both telephonically and by email

Research required information using available resources

Manage and resolve customer complaints

Provide customers with product and service information

Enter new customer information into system

Update existing customer information

Process orders, forms and applications

Identify and escalate priority issues

Route calls to appropriate resource

Follow up customer calls where necessary

Document all call information according to standard operating procedures

Complete call logs

Produce call reports

2011-2013

Worked Family Farm in Oklahoma

Short Term/Temporary USPS Rural Route Carrier - Oklahoma

Short Term Fork Lift Operator - Good Year Tires - Oklahoma

2001 - 2011

Williams Medical Company - California

Responsible for planning out all warehouse resources & activities in relation to the Company’s objectives & targets, while

maintaining high quality of customer service. Also responsible for keeping track of stock using computer systems,

allocating space for storing goods & organizing special requirements for stock. Ensured products were delivered to

customers on time and in perfect condition.

Duties:

Worked with team members to review procedures & maximize customer satisfaction.

Ensured all customers received stellar service.

Managed all processes and functions within a busy warehouse.

Managed a team of employees within the warehouse.

Coordinated racking and storing.

Maintained high standards of materials handling.

Responsible for the warehouse security and accountability.

Ensured stock levels are managed and controlled effectively.

Ensured compliance with all Health and Safety regulations.

Used automated computer systems to monitor stock control.

Implemented new projects.

Made sure that all freight receipts and deliveries are carried out on time.

Scheduled work & rotations to meet fluctuations in staffing levels & workloads.

Led, motivated, trained and developed staff.

Visited clients to monitor the quality of service they were receiving.

Updated & maintained computerized & paper based administrative records.

1990 - 2001

Whirlpool - California

Polished, professional customer service rep offering 10 years of experience providing customer support in busy

environment, for a wide variety of customers. Demonstrated an unwavering commitment to customer service, with the

ability to build productive relationships, resolve complex issues and win customer loyalty. Strategic-relationship

/partnership-building skills -- listen attentively, solve problems creatively, and use tact and diplomacy to find common

ground to achieve win-win outcomes.

Duties:

Interacted with diverse customer base in person and telephonically.

Provided detailed information on services and products to customers.

Ensured first call resolution & reduced warehouse errors to zero.

Inspected technician bags to assure only one service call was required.

Recommend service and product options to meet customer needs.

Completed and processed orders and service requests.

Scheduled and followed up on installations and service calls.

Managed service, product and billing inquiries and complaints.

Generated business through follow up.

Maintained records of all customer interactions and transactions.

Consistently achieved performance objectives resulting in Employee of the Year.

Personal References

Available upon request

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