Customer Care Inside Sales
Resume:
Sean Hall
Avon Lake OH
ad1p8u@r.postjobfree.com
SUMMARY
• Seasoned professional with time-tested comprehensive experience in delivering high-quality customer support that drives satisfaction; stellar performance as escalation point of contact.
• Charismatic leader and customer liaison with impressive record in managing operations and resources as well as promptly addressing inquiries.
• Known as catalyst for constant process improvement, sustainable change, confidential information management, and exemplary service.
• Natural problem solver, trainer, and motivator with aptitude for directing energetic teams; excellence in instituting strategic initiatives that create bottom-line impact and optimize service quality.
• Adept at prioritizing and accomplishing multiple tasks within time.
• Numerous employee recognitions throughout tenure.
EXPERIENCE
Inside Sales Lead Lakeshore Electric - Bedford, OH October 2022 to October 2023
• Successfully managed large customer accounts, while maintaining strong relationships.
• Provided technical support as needed to resolve complex issues impacting the sale process or customer experience.
• Utilized CRM software to manage client information, track progress on sales, and monitor customer satisfaction.
• Demonstrated excellent communication skills to build long-term relationships with clients.
• Maintained accurate records of all transactions related to inside sales activities.
Selected Accomplishments: In first year of employment, $300 million dollar account reported 100% improvement in account relations.
Customer Care Specialist Rockwell Automation, Mayfield Village - Ohio April 1996 to April 2022
• Serve as customer care liaison to deliver best-in-class service and ensure unparalleled experience.
• Coach new hires to improve expertise and build confidence.
• Create well-designed learning materials for training sessions.
• Conduct high-impact team meetings to openly share insights on multiple topics.
• Prepare and analyze group-related reports.
Selected Accomplishments: Devoted appropriate efforts as Customer Care Specialist across globe; support of Customer Care agents and organization worldwide. Ensured uniformity of processing across globe by adopting new changes within all areas of Customer Care.
Customer Care Process Analyst Rockwell Automation - Mayfield Village, OH 2012 to 2017
• Analyzed current processes to identify improvement opportunities and provided appropriate recommendations.
• Generated and reviewed reports to ascertain improvement areas.
Selected Accomplishments: Boosted efficiency and implemented changes and updates to optimize ordering process for customers. Successfully managed Rockwell Automation software. Served as a point of contact for software product-related questions.
Customer Care Team Leader Rockwell Automation Asset Management - Mayfield Village, OH 2006 to 2012
• Addressed inquiries of Reliability, Asset Management, and Customer Care as a primary point of contact.
• Maintained smooth flow of inquiries and complaints.
• Examined skills of each member to effectively delegate tasks.
• Trained and mentored team to provide strategic direction and boost performance.
• Achieved customer satisfaction by ensuring high-quality service.
Selected Accomplishments: Increased efficiency and saved millions of dollars by introducing new procedures that better support the customer base.
Customer Care Agent Rockwell Automation - Mayfield Heights, OH January 1996 to December 2006
• Demonstrated strong communication skills while interacting with costumers over the phone or via email.
• Displayed professionalism when dealing with difficult customers by remaining calm under pressure.
• Employed active listening techniques to understand customers needs and provide appropriate solutions.
Education Bachelor of Arts in English Literature, The Ohio State University - Columbus, OH, June 1996
Aptitudes: Customer Experience Enhancement Team Management Change Management Microsoft SharePoint
Primary Point of Contact Training/Coaching Reports Generation Process Reengineering Process Improvement
Metrics Analysis Customer Relationship Management Project Management Asset Management
Customer Service/Relationship Management
Customer Engagement Tools: SAP, IFS AB, Oracle, Microsoft Access, Microsoft Office, FileMaker Pro, as well as other proprietary software
Volunteer Rockwell Automation Mayfield Village Volunteer Activities Coordinator
*References available upon request
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