SUMMARY

Flexible Lead Customer Service Representative with 10 years of experience leading

and monitoring team members in company's customer service department. Well-versed in evaluating team performance, resolving escalated issues and developing programs and protocols to enhance productivity. Deep understanding of customer relationship management. Self-motivated Lead Customer Service Representative recognized for multitasking numerous requests to handle direct and escalated customer requirements. Excellent research, communication and problem- solving abilities. Driven to boost productivity with top-notch analytical and management abilities. Organized warehouse team member productive in high-volume environments. Reliable in maintaining accurate inventory records and optimized storage spaces. Skillfully troubleshoots and maintains material handling equipment. Customer-focused sales professional with dedication to safe driving and meeting delivery deadlines. Courteous and cordial with desire to penetrate new target markets while giving existing customers excellent support and service. EXPERIENCE

Shred-It International - Lead CSR

Waco, TX • 06/2009 - 08/2022

CONTACT

adxby1@r.postjobfree.com

254-***-****

Waco, TX 76710

SKILLS

EDUCATION AND TRAININ

G

Some College (No Degree)

McLennan Community College

Waco, TX

Brian Dugas

Conducted regular performance reviews of associates and used results to identify knowledge or skill gaps.

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Trained new employees on company customer service policies and service level standards.

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Assisted operators with handling calls and took over escalated concerns to deliver expert solutions.

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Coached, monitored and motivated new agents to boost performance and enhance job knowledge.

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Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

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Engaged in conversation with customers to understand needs, resolve issues and answer product questions.

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• Used pallet jacks to move items to and from warehouse locations. Monitored work areas for cleanliness and functionality and removed obstacles for safety.

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• Received deliveries, scanned packages and updated orders in internal database.

• Operated forklifts to fill or empty overhead spaces.

• Developed solid connections with customers to promote products.

• Customer Correspondence

• Willingness to Lead

• Complaint Resolution

• Call Management

• Fast Learner

• Attention to Detail

• Positive and Friendly

• Customer Service

Courteous with Strong

Service Mindset

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Multitasking and

Prioritization

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Calm and Professional Under

Pressure

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Responding to Difficult

Customers

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Customer Data

Confidentiality

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• Team Member Training

• Problem-Solving

• Drove truckloads to customer sites daily and completed proper paperwork. Performed pre- and post-trip safety inspections on work vehicle to record and report malfunctions

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• Prioritized and organized tasks to efficiently accomplish service goals. Approached customers and engaged in conversation through use of effective interpersonal and people skills.

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Provided excellent service and attention to customers when face-to-face or through phone conversations.

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• Verified delivery of items with customers and obtained proper signatures.

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