Customer Service Quality Assurance
Resume:
Antwon Drummond
US
***********@*****.***
Knowledgeable and dedicated customer service professional with extensive experience in the customer serviceindustry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Authorized to work in the US for any employer
Work Experience
Production Manager
Restore Vessles Minitries - Atlanta, GA
March 2011 to November 2023
Resolved issues quickly to maintain productivity goals. Standardized production procedures, job roles, and quality assurance guidelines. Managed continuous improvement initiatives to drive gains in quality, flow, and output. Managed internal operational standards and productivity targets. Estimated labor requirements to support anticipated workload. Sourced materials to keep up with production goals and meet customer demands Partnered with leadership on recruiting, hiring and coaching Delivered direct feedback to senior management regarding project visibility and status. Managed personnel by implementing company policies, procedures. work rules, and disciplinary action.
Oversaw routine maintenance programs and scheduled service to keep equipment functioning at peak levels.
Utilized data analysis tools to identify and resolve production issues. Updated logs and submitted timely reports detailing activities in line with regulatory standards. Machine Operator - 2020 -2023
Forklift StandUp/SitDown/EPJ
Loading/Unloading Trucks
Shipping/Receiving
RF Scanning
Picking/Packing
Customer Service Representative
Mink little - Atlanta, GA
February 2016 to March 2023
Handled customer inquiries and suggestions courteousiv and professionallv.
Activelv listened to customers. handled concerns quicklv and escalated major issues to supervisor.
Answered constant Tlow or customer calls with minimal wait times Answered customer telephone calls promptly to avoid on-hold wait upaatea account information to maintain customer recoras. UTTered advice and assistance to customers, paving attention to special needs or wants. Responded to customer requests for products, services, and company aformation.
Reduced process inconsistencies and etectively trained team members on best practices and protocols. Liaised with sales. marketing, and management teams to develop solutions ang accomplse snared oDiecrives.
Trained statT on operating procedures and company services. Investigated and resolved accounting, service and delivery concerns. Cross-trained and provided backup support for organizational Managed timely and effective replacement of damaged or missing products.
Sought wavs to improve processes and services provided. Promptlv responded to inquiries and requests from prospective customers
collaborated with stat members to enhance customer service experience and exceed team goals through effective client
Developed nignly empathetic cient relacionships and earned reputation for exceeding service standard goals.
Tracked customer service cases and undated service software with customer information.
Warehouse Associate
Metcam Inc - Alpharetta, GA
October 2020 to April 2021
Worked effectively in fast-paced environments.
Developed strong communication and organizational skills through working on group projects.
• Assembly-building and repairing generators, Bathtubs, and Step Stools by hands from the ground up. We Used tools like electric drills, saws, wire strippers, screwdriver, coax connector, etc daily Forklift operator-
SitDown/StandUp/ReachTruck- RF Scanning, Loading/Unloading, Labeling, Shipping/ Receiving, Stocking Inventory
Maintenance
Heavy lifting
Picking/Packing
Education
High school diploma
McDonough High School - McDonough, GA
August 2016 to May 2020
Skills
• Warehouse Experience
• Packaging
• Cleaning Experience
• Materials Handling
• Load & Unload
• Pricing
• Pallet Jack
• Assembly
• Order Picker
• Order Picking
• English
• Merchandising
• Shipping & Receiving
• Maintenance
• Stocking
• Labeling
• RF Scanner
• Inventory Control
• Freight Experience
• Heavy Lifting
• Supply Chain
• Order fulfillment
• Forklift (2 years)
• Hand tools
• Manufacturing
• Warehouse Distribution Experience
• Microsoft Word
• Quality Assurance
• Warehouse Supervisor Experience
• Logistics
• Load & unload
• Customer service
• Heavy lifting
• Supply chain
• Manufacturing
• Recruiting
• Restaurant experience
• Upselling
• Leadership
• Marketing
• Sales
• Interviewing
• Pricing
• Data analysis skills
• Order fulfillment
• Quality assurance
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