RANDY WRIGHT

214-***-**** adcqi2@r.postjobfree.com http://www.linkedin.com/in/randy-wright

Profile: Dedicated Lead Customer Service Representative with over 10 years of professional experience motivated to exceed customer satisfaction and contribute to company success. Proven ability to establish rapport with clients and lead teams to meet department metrics.

PROFESSIONAL EXPERIENCE

The Apparel Group, Ltd. – Lewisville, TX April 2016 – Present

Customer Experience Lead

Update CS team with brand changes/expectations in daily meetings

Mentor, train and coach team to provide exceptionally superb service

Monitor call quality and KPI’s and email queue response and resolution time in weekly Excel reports

Ensures orders are entered within SLA timeline in Lawson M3, via phone, email or fax

Monitor voicemail queue and volume using Five9

Ensures adequate coverage for customer needs

Assist with escalated calls

Communicate needs to Sr. Manager regarding tools and staff

Communicate with AR/Sales regarding Order Holds as needed

Communicate with Customers regarding availability of product using Lawson M3

Allocate and pick orders keyed

Update cancel/request dates as needed

Assist customers via Facebook

Environment: Windows 10 Pro, MS Office 365 ProPlus, MS OneDrive, MS Lawson Smart Office M3, SAP BusinessObjects, Salesforce, SysAid Help Desk Pro Plus.

PFSweb, Inc. – Allen, TX March 2011 – January 2016

Facilities Supervisor

Evaluated performance metrics of my locations and agents using on hand walkthroughs

Maintained facility needs for two locations, supporting over 800 employees (lights, restrooms, flooring, trash, and mail)

Oversaw the security of two locations, including camera and badge readers using WinDSX

Supervised two employees with the incoming and outgoing mail to meet the SLA for all clients

Worked with vendors to maintain contracts and company needs for plumbing, electrical or vending

Worked directly with Executive staff for companywide events

Worked with Wellness Coach to promote culturally fun workout plans

Mail Room Coordinator

Assisted with the facilities department to care for Allen and Dallas

Maintained a high SLA of work to ensure mail was properly addressed within a 24-hour period or less

Worked to process incoming and outgoing mail for our clients

Oversaw the maintenance of two Pitney Bowes mail machines

Email Tier 2 Team Lead

Provided quality assurance feedback weekly for my team and disputed when needed to reverse their grades

Helped implement website changes with the client directly

Worked escalated emails for supervisors overnight

Ran 3 nightly reports for the daytime supervisors using Excel and Word

Worked escalated chats using LivePerson

Assisted customers with online technical support

Chat Team Lead

Provided quality assurance feedback weekly for my team and disputed when needed to reverse their grades

Assisted with the Email team to meet SLAs

Ran 3 nightly reports for the daytime supervisors using Excel and Word

Assisted customers via online chat using LivePerson

Worked escalated chats

Customer Service Phone Representative

Placed online orders for 30-40 customers calling inbound

Spoke with our client’s stores to assist customers with special online orders

Aided in product knowledge regarding plumbing, woodwork, appliances, paint, or lawncare

Tracked online placed orders

Environment: Windows, MS Office, LivePerson WinDSX.

EDUCATION

AAS, Business Administration - Management & Operations

AAS, Information Techology (15/60 completed hours)

Collin College - Plano, TX

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