Customer Service Quality Assurance

Landon Shelton **** W Marlowe Ln, Arkansas ***** 903-***-**** **************@*****.***

Summary

•5+ years Sales & Customer Service Experience

•Versatile Industry knowledge Retail, Manufacturing, Food, Entertainment

•Key Account Development

•Training & Development, Quality Assurance, Onboarding

•Microsoft Excel, Retail Link & Database Management

Education

NorthWest Arkansas Community College Bentonville, Arkansas

Bachelor of Science in Business Administration Unfinished

Major: Management Minor: Biology

Experience

Patterson-UTI Drilling Carlsbad, NM

Floorhand September 5, 2023 - Current

Assist Motorhand, Derrickhand & Driller in day-to-day rig operations

Assisting in drilling activities

General Maintenance, upkeep & cleaning of the rig & drilling floor

Checking rig & equipment

Use iron roughneck, slips & tongs to properly handle & connect / break sections of drill pipe

Assist with rig moves, help with rig-up / rig-down, & assist with general assembly & maintenance, and help prepare new location

Regularly check rig & equipment for any problems or safety issues on an ongoing basis

Assist with inspecting, slipping & cutting drilling line

Responsible for picking up & laying down tubulars, attaching or detaching pick-up lines, & the hook up and tear out of flare & degasser lines

Assist Motorhand with preventative maintenance & repairs of equipment & motors, pipe, and off-loading materials, as well as checking / changing oil & coolant on engines

Assist Derrickhand with watching & maintaining shakers, mud pits & pumps

Sam’s Club Home Office Bentonville, AR

Customer Service Team Lead August 2021 - March 2023

Analyze reports on incoming calls & contact resolutions

Create compliance models with company policies and procedures to support standards of ethics and integrity by incorporating these into the development and implementation of business plans

Build and Manage Excel KPI dashboards to monitor individual employee performance and customer satisfaction

Execute special projects for the contact center by collaborating with leadership on project requirements

Senior Customer Service Associate

Enhance engagement by researching and resolving ongoing issues.

Identify root cause of concern by asking probing questions; documenting Member and associate feedback

Identify & recommend ways to address improvement opportunities

Support & Help Train New Resolution Specialist by answering any questions and providing on-line side by side training.

Express Employment Professionals Springdale, AR

Employment Specialist September 2020 - August 2021

•Developing a pool of associates by recruiting and interviewing multiple applicants daily

•Complete pre-employment paperwork for clients including DocuSign files, S2 Verify, and E Verify

•Manage master payroll file by importing external payroll data and utilizing VLOOKUP formulas

•Generate and expand business with existing accounts and new accounts through daily sales call

•Learn, use, and maintain the automated tracking system to fill assignments

•Ensure high satisfaction levels and retention with client by meeting via Zoom and Teams

B-Unlimited Fayetteville, AR

Quality Control Technician January 2020-April 2020

•Monitor and test products at various stages of production to ensure consistent quality, identify production failures and implement remedial processes as necessary to prevent future failures

•Provide support for production team to ensure product quality is maintained

•Improving processes and functionality of reports responsible for matching fill rate with sales data

Grub’s Bar & Grill Fayetteville, AR

Lead-Bouncer/Barback (Weekend & Nights) July 2019 – Oct 2020

•Maintain compliance with Alcohol Beverage Control through management of ID verification process

•Ensure a safe, positive atmosphere for guests & facility staff by using observation and problem-solving skills to circumvent or diffuse situations in a swift and respectful manner

•Engage with guests in personable, friendly manner as part of the facility’s entertainment experience

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