Customer Service Microsoft Office
Resume:
Keith Story
Denver, CO *****
*****.*.*****@*****.***
Skills
Work History
Business Development
Operational Assessments
Cross Functional Team Expert
Employee Development
Brand Management
Business Process Mapping
Charismatic Relationship Manager
Project Finance
Expedient Assimilator
Microsoft Office Suite
Relevant Attributes/
Languages
Load to Ride Transportation Inc.,
Denver, Co
Logistics Analyst March 2016 – present
Mapped process activities to desired outcomes to rectify operational inefficiencies
Conducted interviews with key business users to collect information on business processes and user requirements
Analyze supply chain processes to maximize customer satisfaction and minimize cost
Excel at cross functional team communication to implement positive change.
Developed a set of metrics derived from raw company data to track improvements in organizational efficiency
Excellence in customer service, 2nd layer of client escalation management
HOM Solutions Inc.,
Denver, CO
Director of Customer Service November 2015 – March 2016
Project Lead April 2013 – November 2015
Project Expert January 2012-April 2013
Overall responsibility for all financial and business operations within the service center.
Develop and foster enduring relationships with large enterprise customers, store associates and in house customers to deliver consistently high levels of satisfaction
Adaptability, implement personal strategies, multi-team planning to proactively attend to and anticipate needs of the customer and work-flow improvements
Process, utilize the process structure to maintain customer interactions, data/project integrity improve metric efficacy,
Sub-Contractor maintenance, working side by side with senior level management to ensure compliance with regulations, and documentation guidelines.
Dedication to service, zealous commitment to end-user resolution and the highest levels of service as a result of employee accountability
Forecasting, leverage strong analytical skill set, report construction, analysis, set capacity benchmarks to make impactful financial decisions
Public speaking - clearly convey company expectations through structured meetings and large group communication
Power User, liaison for cross functional teams – relay needs of the end user via the UI to ISD/IT teams, participate in testing solutions, train non IT personnel in usage of solutions
Leadership – successfully managed up to 14 team members, 70 external contractors 1000 concurrent projects to surpass company objectives.
Home Depot U.S.A.,
Tempe, Arizona September 2006 – March 2010
Denver, Colorado March 2010 – May 2011
Special Services Supervisor/Specialty Supervisor/Associate
Associate Development, track, identify needs with metrics, recognize and deploy actionable game plans for process development, facilitate training, perform file analysis and operating procedure analysis, training exercises, learning, education to enhance customer service, selling skills and relationship building, assimilation of new associates into the company and store best practices, size of staff 13 persons
Timely, deliver all goals, direction, information, training and tasks efficiently to keep all team members informed, proven ability to analyze business needs and create unique recommendations to address them in a time conscious manner
Forecasting, scheduling, staffing according to the needs of the business, sales projections and present trend, utilizing business root cause analysis to make proper recommendations
Customer service, field in-bound calls, customer escalation calls, point of contact for vendor/installer complaints, establish streamlined management process between all parties to retain the best clientele and deliver superior customer service
Ordering, purchasing product to create unique selling events, and maintain full in-stock level advantage, purchase order follow up and reconciliation
Managing installation service programs, vendor coordination, installer coordination, customer satisfaction, full vendor to client interface
Accountability, deliver astonishing customer service by holding associates accountable to standards, metrics expectations and given tasks
Hiring, conducting recruitment interviews/screening in order to hire the best talent, application/recruiting process familiarity, assist with maintenance of HR systems
Media Consulting, worked in tandem with Public Relations team to drive sales and exposure through public outreach, recorded and live television/media demonstrations
Inventory successes, implemented practices to which minimized department shrink to 0.2 percent of total sales creating the lowest inventory loss in the district
Met and succeeded store sales goals by 6% or more for one year straight as a member of the special services team
Los Angeles County Board of Supervisors, Los Angeles, CA, May 2006 – August 2006
Executive Office Intern
America’s Discount Tire Co., Tire Technician
Carson, CA, April 2005 – August 2005
Tempe, AZ, August 2005 – December 2005
Proven Ability to Manage Multiple Teams
Peer Mediator
Student - Athlete Scholar
Philanthropy
Education
Highly Proficient in Microsoft Office Suite: Word, Excel, Access, PowerPoint
Proficient in SPSS, Statistical Package for the Social Sciences
Proficient in Adobe Products Photoshop, Illustrator
Familiarity in Kronos, C++, Java, HTML, SQL, MatLab
Intermediate Spanish
Mile High United Way – Emerging Leaders Counsel (Young Professionals) Steering Committee Member
Greater Park Hill Community Member
Arizona State University, Tempe, Arizona
Bachelor of Arts, Major: Psychology, Emphasis: Influence
Minor: Communications, Emphasis: Persuasion
Valley Christian High School, Cerritos, California
High School Diploma
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