Customer Service Representative

Terrence Long

Cell: 205-***-****

Email: ********@*******.***

Profile:

·Experience in customer service and support with recognized strengths in account maintenance, problem-solving financial systems, and troubleshooting

·Strong leadership skills

·Operator Experience

·Information Management

·Possess solid computer skills

·Strong Customer Service skills

·Sales experience

·Ability to train and motivate customer service employees

·A key team player

·Administration and Management

·Quality control experience

·Extensive experience using a computer terminal

·Effective communication skills

·Strong analytical skills

·Communications

·Administrator experience

Work Experience:

Cintas Uniform Services

Montgomery, AL

2020– Current

Hours per week: 40 (Full-Time)

Crane Operator/Customer Service Representative (This is not federal job)

Duties, Accomplishments and Related Skills:

Prospect, cold calling, setting appointments with prospects, presenting programs, and meeting a sales quota.

Transport samples of products for presentations.

Research qualifications and skills needed and ensures the job is properly formulated with subject matter experts.

Copying, sorting, filing, scanning, and storing files and stock items.

Assist with producing product knowledge, mentorship, sales process, and business development strategies.

Generating revenue and meeting sales targets.

Develop and qualify leads within respective territory to drive additional sales opportunities through cold-calling and lead generation campaigns.

Communicates clearly in ways that build trust and commitment that demonstrates support for company initiatives.

Amend or reject work not meeting established standards.

Prepares correspondence, filing and data entry.

Monitor and review office correspondence for accuracy and compliance.

Managing correspondence, typing, developing, and maintaining filing systems, organizing, and scheduling appointments.

Responsible for accurately counting and tracking customer garments using a handheld scanner and recording inventory for delivery.

Bundle or tie garment hangers together by customer employee numbers in preparation for loading on a route truck.

Maintain the cleanliness of work area and to meet and exceed a standard for quantity and quality of work.

Receive and review incoming projects, correspondence, and materials.

Ensure performance and quality requirements are met.

Work with partners to maximize productivity and efficiency.

Communicate quality and product information.

Use word processing software to create, copy, edit, store, retrieve and print forms, memos and letters and lengthy reports.

Work professionally and pleasantly with co-workers, customers, and managers to accomplish defined tasks.

Gathers data to prepare correspondence, reviewing outgoing correspondence for accuracy of form.

Maintain floor and stock areas consistent with store standards.

Act on administrative requirements requests.

Processing products including uniform garments, carpeted floor mats, heavy duty rubber floor mats, dust mops, shop towels, aprons, hand soap products and air freshener supplies.

Support day to day operations daily for the functioning of the organization.

Enter, manipulate, and/or retrieve information and data from automated systems.

Driving the trucks around the lot and loading and unloading the uniform garments and/or additional facility services products into and out of company trucks.

Provide daily accuracy of products loaded and unloaded is necessary for inventory control and accountability. Responsibilities include all accounts receivable related functions, including keeping track of assigned accounts to identify outstanding debts; planning course of action to recover outstanding payments.

Gather and utilize business intelligence on prospects to support sales calls, product presentations and driving new business.

Monitor and review office correspondence for accuracy and compliance.

Imperial Mailbox Systems

Millbrook, AL

2017–2020

Hours per week: 40 (Full-Time)

Install Technician/Customer Service Representative (This is not federal job)

Duties, Accomplishments and Related Skills:

Undertake a variety of responsibilities to support customers through their daily operations.

Assist customers by answering product and service questions; suggesting alternative products and services available as well as processing orders, preparing correspondences, and fulfilling customer needs to ensure our customer satisfaction is second to none.

Follow instructions and pre-established guidelines to perform the functions of the job.

They will be instrumental in helping to develop and perform tasks and/or initiatives to expand our company’s efficiencies and build strong internal synergies with the sales team.

Provide exceptional customer service by responding to customer inquiries and resolving issues in a timely and professional manner.

Manage a volume of incoming calls and emails, ensuring accurate and efficient handling of customer requests.

Maintain customer records and update information as necessary.

Collaborate with internal teams to address customer concerns and escalate complex issues when needed.

Support the sales team in their efforts to drive sales and achieve 100% customer satisfaction and fulfillment of orders.

Complete receptionist and office administration duties, including updating the company calendar, invoicing, scanning documents, and performing necessary data entry.

Maintains high commitment and demonstrated support for company initiatives.

Takes initiative during every shift to make every customer experience special and support a positive culture.

Performs general clerical support.

Reports to shift with a professional, positive, can-do attitude always.

Identify opportunities for process improvements to enhance the overall customer experience.

Stay up to date with product knowledge to effectively assist customers with their inquiries.

Follow company policies and procedures to ensure compliance and customer satisfaction.

Track inbound & outbound shipments.

Communicates clearly in ways that build trust and commitment that demonstrates support for company initiatives.

Gathers data to prepare correspondence, reviewing outgoing correspondence for accuracy of form.

Work professionally and pleasantly with co-workers, customers, and managers to accomplish defined tasks.

Use word processing software to create, copy, edit, store, retrieve and print forms, memos and letters and lengthy reports.

Maintain floor and stock areas consistent with store standards.

Process Call Tags, Non-Conformities, RMA’s, Claims, and Shipping Labels.

Rheem Manufacturing

Montgomery, AL

2014–2017

Hours per week: 40 (Full-Time)

Machine Operator/Customer Service Representative (This is not federal job)

Duties, Accomplishments and Related Skills:

Use Human/Machine Interface (HMI) to adjust material requirements information.

Manually load materials from floor and part bins.

Perform change over and make minor adjustments to equipment as needed.

Make minor adjustments, set ups, and assist maintenance with major repairs to equipment.

Perform routine preventative maintenance.

Maintain quality standards established for the process in accordance with specifications.

Work from written or verbal instructions.

Observe all departmental safety requirements.

Perform other related duties as required by Supervisor.

Operate spray equipment with established procedures using a computer touch screen.

Perform set-up operations on equipment as necessary.

Enter quality data in a computer database periodically.

Maintains high commitment and demonstrated support for company initiatives.

Takes initiative during every shift to make every customer experience special and support a positive culture.

Reports to shift with a professional, positive, can-do attitude always.

Monitor wet mill thickness for adherence to specifications.

Properly use an instrument mill thickness gauge.

Make equipment adjustments as necessary to maintain daily production.

Perform minor preventative maintenance on spray machine.

Notify supervisor of any malfunctions of spray machine in a timely manner to avoid down time.

Inspect units or parts for defects and workmanship.

Practice and support Rheem values with internal as well as external customers.

Exhibit a high level of customer service diplomacy in maintaining a patient and friendly tone while being adaptable to changes and creating goodwill with internal and external customers.

Demonstrate the ability to communicate and or deescalate a potentially volatile customer situation using empathy statements and tone.

Demonstrate a higher level of customer service diplomacy in stressful situations.

Take ownership of customer complaints and problems and take necessary steps to resolve and prevent recurrence.

Work professionally and pleasantly with co-workers, customers, and managers to accomplish defined tasks.

Performs general clerical support.

Maintain floor and stock areas consistent with store standards.

Extensive phone contact with wholesalers, retailers, sales agencies, and the Rheem sales team concerning production and shipping dates, price and availability of product, proper products selection, and substitutions, out of stock or obsolete product situations, authorization to return goods, resolution of damaged and short orders, truckload scaling optimization, and water heater and parts division policies and procedures. Properly document all phone calls and emails.

Enter, change, or cancel water heater and parts orders including priority and third-party shipping requirements and commercial conversions. Understand the differences between channels and customers. Properly document all orders.

Track orders and work with logistics, production, shipping, warehouses, and carriers to ensure customer issues are resolved quickly and efficiently. React quickly to changing priorities, processes, and systems.

Communicates clearly in ways that build trust and commitment that demonstrates support for company initiatives.

Effectively understand and communicate general product warranty for all product types, and the steps needed to return a water heater or process it for warranty reimbursement. Offer appropriate fair market value reimbursement for difficult customer exchanges.

Guide customers through the basics of iStore and Rheem parts site navigation.

Operate a variety of machinery including but not limited to Winding and Marathon machinery, shot blast equipment, planishers, flue expanding tools and flue insert equipment to assemble and fabricate tanks.

Performs program profile adjustments and/or mechanical adjustments to equipment with minimal downtime, scrap, rework or added labor.

Follow written/verbal instructions to ensure proper parameters are entered/adjusted during set-up, operation, and shutdown of equipment.

Meets and exceeds machine cycle times, while exercising quick and proper decision making to multi-task to achieve complete operations cycles on an ongoing basis.

Recognize and reacts appropriately to patterns of instability or variation in process data, always maintaining process controls.

Monitors equipment for proper function while ensuring product quality is within established requirements, with minimal scrap, downtime, regrind and rework.

Confers with supervision or engineers to resolve machine malfunctions, production errors and obtains approval to continue production when needed.

Maintains good housekeeping in work area.

Gathers data to prepare correspondence, reviewing outgoing correspondence for accuracy of form.

Supports and exceeds departmental goals/KPIs.

Computer Skills:

Microsoft Word, Excel, and PowerPoint, and Internet

Education:

Stanhope Elmore High School, Millbrook, Alabama

Graduated May 2012

Professional References:

Name: Raymond Moody, Cintas Uniform Services

Phone number: 334-***-****

Name: Josh Horn, Cintas Uniform Services

Phone number: 334-***-****

Contact this candidate