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Customer Care Inside Sales

Avon Lake, OH
December 05, 2023

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Sean Hall

*** **** **

Avon Lake OH



• 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.


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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