Customer Support Service
Resume:
*********@**.***
Houston, TX *****
Skills
• Project Support
• Data Management
• Problem Resolution
• Critical Thinking
• Team Building and
Management
• Virtual Sales
• Digital Chat
• People Skills
• Planning & Organizing
• Good Work Ethic
• Microsoft Office
• Training & Development
• Organizational Skills
• Customer Support
• Customer Satisfaction
• Flexible Schedule
•
• Reliable & Trustworthy
• Friendly, Positive Attitude
• Customer Service
• Customer Relationship
Management
• Supervision & Leadership
Education And Training
12/1994
DIPLOMA:
Secretarial Studies and Business
Administration
BIC ACADEMY
International
Memory Tendai
Chitakunye
Summary
I would like to introduce myself as a diligent individual with strong interpersonal skills. I enjoy working in a fast-paced environment, I also adapt easily to any work environment or computer software and thrive on taking on the challenge. One of my strengths is paying attention to detail and leaving no stone unturned when it comes to research. I always try to find effective ways to increase productivity in my capacity. I have over 20 years’ experience in administration in different industries and roles, my last being in Electrical Construction. I have worked with different applications, software, and systems in general.
Experience
Eversource Energy
Construction- Warehouse Materials Management Contractor Hooksett, NH
• 08/2020 – 04/23
• Oversaw construction projects ranging from $100k to $3M, delivering all projects on time and within budget, resulting in a 90% client satisfaction rating.
• Established and maintained relationships with over 15 clients, subcontractors, vendors, and construction reps resulting in a 20% increase in productivity and a reduction in project costs, while helping achieve timely completion of projects.
• Coordinated with Engineers, Project Managers, and other stakeholders to ensure compliance with building codes, safety standards and regulatory requirements.
• Conducted cost estimation, bidding, and contract negotiation to maximize profitability while maintaining project quality and client satisfaction.
• Maintained effective project updates with Trained team of skilled workers and subcontractors to ensure high-quality workmanship and adherence to project schedules and budgets.
• Maintained data entry, research, and analysis of Material use.
• Coordinated Material Logistics and planning.
• Answered calls, emails, meeting requests of job progress while providing frontline customer support assistance of product and service transactions to vendors, project managers and construction reps.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations during storm duty.
• Demonstrated excellent communication skills in resolving product and consumer complaints.
• Developed strong customer relationships to encourage repeat business with local and international vendors which yielded an increase in 40% -60% of projects annually.
• Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
• De-escalated problematic customer concerns, while maintaining a calm and friendly demeanor.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Asked probing questions to determine service needs and accurately input information into electronic systems.
• Upheld quality control policies and procedures to increase customer satisfaction.
• Mentored new employees on procedures and policies to maximize team performance.
• Established performance measures for vendors and tracked activities to verify continued conformance with standards and contract terms.
• Performed write-offs for damaged and obsolete inventory items.
• Managed inventory levels to relate documentation with Maximo and produced regular reports of activities.
• Monitored planning to proactively adjust stock purchasing and management strategies.
• Organized and prioritized projects.
• Maintained information database related to products and service availability, supplier capabilities and lead times.
• Verified purchase requisitions by comparing items requested to master lists.
• Collected documentation to assemble new purchase order contract folders.
• Identified dead inventory and created solutions for excess liquidation through creative inventory and management solutions.
Eversource – Warehouse
Associate/Administrator
Hooksett, NH
10/2017 – 07/2020
• Bow Central Warehouse and Transmission Warehouse in Hooksett duties included but not limited to:
• Inventory Reconciliation
• Maintaining files for Distribution and Transmission
• Inventory Control and Distribution
• Project material Managing
• Breakfast meeting scheduling and coordination
• Calendar Management
• Vendor and in-house stock management
• Managing Travel and scheduling support
• Project implementation and forecasting
• Procurement of office supplies and fixtures
• Scheduling outages and maintaining clear cut communication for safety
• Improved office organization by developing filing system and customer database protocols.
• Followed up with customer accounts to resolve unpaid or past due accounts.
• Researched and developed administrative policies, procedures, and guidelines to facilitate operations.
• Appraised, forecasted, and determined conditions and strategies to achieve goals and objectives.
• Developed innovative strategies to establish best practices, promoting profitability.
• Assisted an average of 30 customers each day with finding specialized items and provided recommendations for custom projects via chat support, inbound phone support and email support.
• Evaluated merchant and partner products to ensure quality assurance metrics were being met on a daily basis.
• Performed upselling techniques to increase average order values across physical and online-requests.
• Achieved an average of 115% sales goal each quarter for the department and maintained a 97% customer satisfaction survey rating.
• Tracked inventory for over 10,000 items by validating stock, SKU’s, customer exchanges and returns.
Meish Investments Inc – Owner Operator / Administrator 06/2014 – 10/2017
• Supervised performance of workers with goals of improving productivity, efficiency, and cost savings.
• Led startup and creation of operational procedures and workflow planning.
• Oversaw project execution, phase progress, workmanship, and team performance to drive on-time completion of deliverables.
• Oversaw staff hiring, initiating new training and scheduled processes to streamline operations.
• Negotiated with vendors to gain optimal pricing on products resulting in substantial increase in profit margin.
• Enhanced operational performance by developing effective business strategies, systems and procedures.
• Employed and managed vendors by negotiating deliverables, cost and expected quality.
• Hosted special events to boost brand awareness and increase community engagement.
• Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
• Created and implemented employee onboarding and training programs to promote employee retention and team collaboration.
• Hired and trained new department managers to increase team oversight and productivity.
• Executed performance reviews to encourage improved productivity for team members.
• Kept records for production, inventory, income, and expenses.
• Determined pricing for products or services based on costs and competition.
• Managed operations budgeting, accounts payable and accounts receivable and payroll.
• Interviewed, trained, and supervised employees.
• Resolved issues quickly through meticulous research and quick decision- making.
• Analyzed financial statements and trends to manage cash flow and make business decisions.
• Established favorable relationships with vendors and contractors, facilitating contract negotiation and development of marketing and sales strategies.
• Developed business from the ground up and prepared records and operations for smooth handover to new owner.
Tranship Holdings Inc/Fedex Home Delivery – Owner/Operator Manchester, NH
02/2005 – 06/2014
• Managing Overall Logistics
• Payroll
• Federal and State employment taxes
• Training of Drivers
• Implementation of safety training and adjustments
• Federal and State employment filings for 40 + employees in two states NH and MA
• Led startup and creation of operational procedures and workflow planning.
• Oversaw staff hiring, initiating new training and scheduled processes to streamline operations.
• Negotiated with vendors to gain optimal pricing on products resulting in substantial increase in profit margin.
• Analyzed client business needs and assisted in determining appropriate resources and strategies.
• Enhanced operational performance by developing effective business strategies, systems, and procedures.
• Employed and managed vendors by negotiating deliverables, cost and expected quality.
• Hosted special events to boost brand awareness and increase community engagement.
• Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
• Created and implemented employee onboarding and training programs to promote employee retention and team collaboration.
• Hired and trained new department managers to increase team oversight and productivity.
• Executed performance reviews to encourage improved productivity for team members.
• Kept records for production, inventory, income, and expenses.
• Managed operations budgeting, accounts payable and accounts receivable and payroll.
• Interviewed, trained, and supervised employees.
• Reconciled daily sales, prepared bank deposits, and assessed financial transaction reports.
• Resolved issues quickly through meticulous research and quick decision- making.
• Analyzed financial statements and trends to manage cash flow and make business decisions.
• Kept up to date on regulatory changes affecting business operations.
• Established favorable relationships with vendors and contractors, facilitating contract negotiation and development of marketing and sales strategies.
• Developed business from the ground up and prepared records and operations for smooth handover to new owners.
• Mentored and trained new hires on customer service procedures.
• Improved company’s quality and productivity by streamlining systems and processes.
• Driver Scheduling and route planning
• Tax reporting and filing
• Budget planning and implementation
• Programs used were Quickbooks, Excell, Outlook Power Point, Word References
References
Michael Johnson Materials Analyst Eversource 603-***-**** Mike Stuart Eversource Materials Logistics Coordinator 603-***-**** Carol Burke Manager Projects Eversource 603-***-****
Accomplishments
• Awarded safety training and driving for 3 consecutive years.
• Created a highly effective new program that significantly impacted efficiency and improved operations.
• Consistently maintained high customer satisfaction ratings.
• Developed relationships with vendors, and new department staff typically exceeded goals by 70% by instilling effective communication and output.
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