Customer Service Technical Support
Resume:
GEORGE EDWARD LIVOUS
Marietta, GA 30067
PH: 225-***-****
******.******@*****.***
Professional Background
I am a seasoned resolutions specialist and product analyst with more than 15 years of experience in the customer service field. With 7 years of experience as a resolutions expeditor and escalations specialist, my focus has been problem solving and resolving both consumer and business needs. I thrive in a fluid work environment, and have exceptional verbal communication and writing skills. Due to my experience as the only customer contact, vendor contact, trainer, technical support, order entry, and de facto brand manager of the customer service branch of World Imports Decorative Plumbing and Lighting, a proprietary brand of Home Depot, I have honed my time management skills to maximum efficiency. I also take pride in my associate development skills. I have earned the respect of my peers, and they have deemed me not only a reliable asset to our business, but as a leader in our business environment.
Experience
Employer: Home Depot/ Your “other” Warehouse
Title: Merchant Assistant/ Warranty Lead
Tenure: 4/2015 to 1/20/2017
Job Responsibilities:
-- Performs general administrative duties for merchant, such as running reports, scheduling meetings, and assisting vendors with account setup
-- Assists PRO Team with proprietary cabinet program quotes
-- Advises warranty associates with inquiries on World Imports Plumbing and Lighting products; Includes specification and technical questions, diagnosis of product issues and repair parts needed, miscellaneous inquiries
-- Uses return data and consumer feedback to pinpoint problems that may be occurring with products and using that info to suggest resolutions to the factories for those issues
-- Updates specifications and certification documents for all World Imports Plumbing product as needed, maintenance of World Imports Plumbing websites
-- Uses sales data to press procurement/merchant to expedite certain products that are in danger of becoming backordered due to forecasting or warehouse error
-- Analyzes current trends and consumer feedback to suggest new products
-- Conducts vendor training for call center associates on World Imports Plumbing product
-- Actively reaches out to the various factories that produce our product for product information and updated shipping ETA’s
-- Assembles data on vendor product, both proprietary and non-proprietary, and submits various data requests in spreadsheet form and by PowerPoint to merchants, regional account managers, and assistants
-- Handles all escalations dealing with issues pertaining to World Imports brand and manages multiple customer service platforms and programs with direct CSR reports
-- Assists vendors with onboarding new products and advising them on issues regarding existing product updates
Employer: Home Depot/ Your “other” Warehouse
Title: Resolutions Expeditor
Tenure: 1/2010 to 4/2015
Job Responsibilities:
-- Assist all call center associates and consumers with inquiries on World Imports Plumbing products; Includes specification and technical questions, diagnosis of product issues and repair parts needed, miscellaneous inquiries
-- Uses return data and consumer feedback to pinpoint problems that may be occurring with products and using that info to suggest resolutions to the factories for those issues
-- Updates specifications and certification documents for all World Imports Plumbing product as needed, maintenance of World Imports Plumbing websites
-- Answers consumer emails submitted to the World Imports websites, with the focus of resolving issues online
-- Disassembles products to send repair parts to customers as needed
-- Uses sales data to press procurement/merchant to expedite certain products that are in danger of becoming backordered due to forecasting or warehouse error
-- Analyzes current trends and consumer feedback to suggest new products
-- Enters all warranty orders for product and/or repair parts, repairs product “in house” when needed
-- Conducts vendor training for call center associates on World Imports Plumbing product
-- Actively reaches out to the various factories that produce our product for product information and updated shipping ETA’s
-- Assembles data on World Imports Plumbing product and submits various data requests in spreadsheet form to merchants, regional account managers, and assistants
-- Gives installation and troubleshooting assistance to consumers for World Imports Plumbing product
-- Inspects new and retooled products to notate concerns in workmanship, deviation from previous product versions, for relay to merchant and updating of customer service data.
-- Handles all escalations dealing with issues pertaining to World Imports brand and manages multiple customer service platforms and programs with direct CSR reports
Skills
Administration and Management Critical Thinking UPS Campus Ship
Training and Development Microsoft Word and Publisher Customer Relations
Team Management Public Speaking Time Management
Customer Service G-Prime (Mincron and Gate) Creative Writing (Copy)
Microsoft Excel and PowerPoint Complex Problem Solving Installation
Quality Control Analysis Technical Support Repairing
Education
Attended Louisiana State University, September of 1996 to January 1998, pursuing major in Mass Communication and Minor in English
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