Customer Service Support
Resume:
HOWARD FERGUSON
Haines City, FL *****
***********@*****.***
Motivated, customer-centric, business professional bringing 10 years of entrepreneurial and customer support experience. Dedicated and personable with extensive experience in managing administrative and sales operations and personnel. Well-versed in training, educating, motivating, and supporting staff members.
Work Experience
Senior Operations Coordinator
Faithful Transportation Group Inc - Polk County
April 2019 to Present
• Mentored staff members on best practices in customer service and sales techniques, leading to increased performance levels.
• Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
• Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness
• Provided personal hands on care for over 350 of the most undeserved patients in Polk and Orange County to meet health initiatives.
• Provided Outreach services beyond scope of transportation for those in food crises, or facing homelessness.
Customer Service Representative
Hoshizaki America - Orlando, FL
August 2017 to July 2019
• Improved customer interaction by 40% with customer engagement answering phones promptly.
• Assisted customers in navigating company website and placing online orders, improving overall user experience by 55%and increased sale's 30% in 3 consecutive quarters.
• Supported sales efforts by offering knowledgeable insights into product offerings during upselling opportunities.
• Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
• Resolved technical issues for customers with clear explanations and step-by-step guidance.
• Communicated effectively with suppliers to ensure timely delivery of requested parts for customers’ needs.
• Resolved customer complaints professionally, maintaining positive relationships with clients and fostering trust in the company's services.
Help Desk Technician
Alorica - Longwood, FL
April 2016 to June 2017
· Tier 1 Technical Support
· Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problem-solving.
· Developed strong relationships with clients through excellent communication skills, earning respect as a trusted advisor on IT-related matters.
· Managed sensitive user data securely, adhering to company policies and industry best practices for cybersecurity.
· Enhanced customer satisfaction by resolving technical issues in a timely and efficient manner.
· Improved user experience with proactive system maintenance and updates.
· Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Education
Bachelor of Science in Information Systems Management Seminole State College - Orlando, FL
August 2023
Associate of Arts in Business Administration
Tallahassee Community College - Tallahassee, FL
Skills
• Strategic Planning
• Relationship Building
• Relationship Building
• Small business operations
• Team Oversight
• Strategic Planning
• Customer Relations
• Marketing
• Verbal and written communication
• Talent Development
• Staff hiring
• Verbal and written communication
• Talent Development
• Marketing
• Team Oversight
• Customer Relations
• Business Management
• Staff hiring
• Business Management
• Small business operations
• Customer service
• Upselling
• Pricing
• English
• Sales
• Customer support
• Communication skills
• Microsoft Office
• Phone etiquette
• Computer skills
• Microsoft Excel
• Organizational skills
• Microsoft Word
• Data entry
• Management
• Machine learning
• Negotiation
Certifications and Licenses
Certified Notary Public
Personal Lines License
Driver's License
February 2024 to February 2033
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