Customer Service Quality Control
Resume:
Herbert Shook
Rochester, NY *****
*****.*******@*****.***
To obtain a position utilizing my customer service and\or management experience. Authorized to work in the US for any employer
Work Experience
Dispatcher/Customer Service Supervisor
TAYLOR HEATING & AC - Rochester, NY
May 2021 to Present
Manage schedule, assignments and routing of team of technicians/plumbers. Schedule repairs, estimates, or other needed work for customers. Maintain multiple databases with correct/updated information. Route Supervisor
AVI Foodsystems, Inc - Rochester, NY
August 2019 to May 2021
Manage associates, scheduling and route coverage for team of vending drivers. Responsible for quality control, compliance, inventory and customer service standards. Store manager
AutoZone - Rochester, NY
November 2016 to September 2018
Manage all operations of site, to include, expenses, profit margin, interview, hire and train new associates, inventory ordering and control.
Department Manager
Lowes Home Improvement
July 2012 to February 2016
• Manage inventory and shrink to budget.
• Enter customer information into established databases and update data information when necessary.
• Administer HR policies and procedures consistently.
• Schedule staff appropriately, according to traffic flow.
• Provide superior customer service to all customers.
• Achieve sales and margin budgets.
• Assisted Leadership teams by mentoring new managers.
• Maintain proper control of payroll and other controllable expenses.
• Responsible for overall performance of assigned area.
• Develop, train and monitor performance of staff. Education
General Equivalency Diploma
Rochester Family Learning Center - Rochester, NY
1996
Skills
• Retail Management (10+ years)
• Retail Sales (10+ years)
• Microsoft office (10+ years)
• Management (10+ years)
• Leadership (10+ years)
• Customer Service (10+ years)
• Customer Relationship Management (10+ years)
• Customer Relations (10+ years)
• Customer Service Skills (10+ years)
• Microsoft word (10+ years)
• Communications (10+ years)
• Store Management Experience (10+ years)
• Recruiting (10+ years)
• Business Development
• Team Management (10+ years)
• Merchandising (10+ years)
• Human Resources
• Databases
• Interviewing
Certifications and Licenses
Driver's License
Assessments
Mechanical skills: Monitoring — Highly Proficient
March 2021
Understanding of machine dials, gauges, displays, and data charts Full results: Highly Proficient
Mechanical knowledge — Highly Proficient
March 2021
Understanding and applying mechanical concepts and processes Full results: Highly Proficient
Customer focus & orientation — Expert
June 2022
Responding to customer situations with sensitivity Full results: Expert
Customer service — Highly Proficient
June 2022
Identifying and resolving common customer issues
Full results: Highly Proficient
Sales skills — Expert
June 2022
Influencing and negotiating with customers
Full results: Expert
Written communication — Proficient
June 2022
Best practices for writing, including grammar, style, clarity, and brevity Full results: Proficient
Attention to detail — Highly Proficient
July 2022
Identifying differences in materials, following instructions, and detecting details among distracting information
Full results: Highly Proficient
Scheduling — Expert
July 2022
Cross-referencing agendas and itineraries to avoid scheduling conflicts Full results: Expert
Management & leadership skills: Impact & influence — Highly Proficient July 2022
Choosing the most effective strategy to inspire and influence others to meet business objectives Full results: Highly Proficient
HR: Compensation & benefits — Highly Proficient
December 2022
Knowledge of compensation and benefits programs
Full results: Highly Proficient
Project timeline management — Proficient
March 2023
Prioritizing and allocating time to effectively achieve project deliverables Full results: Proficient
Supervisory skills: Motivating & assessing employees — Proficient March 2023
Motivating others to achieve objectives and identifying improvements or corrective actions Full results: Proficient
Delivery driver — Proficient
March 2023
Interpreting instructions or signs and solving problems Full results: Proficient
Work style: Reliability — Proficient
March 2023
Tendency to be reliable, dependable, and act with integrity at work Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
Dedicated manager in multiple retail product areas. Consistently achieve high customer satisfaction rankings, turnaround of underperforming locations, and month over month increase in sales. Respected leader of customer-focused teams; instill a consistent, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all operational policies. Provide an open communication base with associates to reduce turnover.
Responsible trainer of technical staff; facilitated training to new/existing employees and internal/ external clients on technical issues and use of technical equipment Active in dog rescue for over 7yrs. Including, transport, fostering, events and home site inspections.
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