SUMMARY

Personable and resolute Customer Service Representative with extensive experience in the customer service industry. Solid collaborator with upbeat, cheerful outlook and proven skill in setting up rapport with clients. Motivated to support customer satisfaction and contribute to company success. Articulate, enthusiastic and purposeful with a proven passion for building relationships, cultivating partnerships, and growing businesses.

WORK EXPERIENCE

October 1995-Current

Customer Service Representative/Manager

Papa Louie's Italian Kitchen

Brookfield, Ohio, United States

Trained employees in more job positions to support coverage of roles.

Assigned tasks to associates to fit skill levels and maximize team performance.

Completed thorough opening, closing and shift change functions to support operational standards each day. Enhanced team member performance through use of strategic and tactical approaches, motivational coaching, and training.

Entered time and attendance logs in preparation for payroll.

Led team meetings and one-on-one coaching sessions to continuously improve performance. Leveraged leadership skills to find deficiencies and opportunities to improve policies, procedures, and controls.

Monitored staff performance and addressed issues.

Exercised good judgment and decision-making in escalating concerns and resolving issues. Determined marketing strategies by reviewing operating and financial statements and departmental sales records. Enforced customer service standards and resolved customer problems to uphold quality service.

Communicated company directives and programs to associates and ensured all follow-up items were completed accurately and promptly.

Minimized staff turnover through proper choice, orientation, and training.

December 1993-October 1995

Diesel Mechanic

R & R Mack

Youngstown, Ohio, United States

Completed preventive maintenance on engines, transmissions, tires, and other vehicle systems.

Performed checklist of fluid levels, air filter, tire pressure and more as part of service orders. Operated specialty equipment, standard tools and gauges to complete assessments and repairs.

Placed orders for parts necessary to complete vehicle repairs and installations.

Evaluated vehicle systems to assess function and uncover defects.

Removed and disassembled defective diesel engines in automobiles, trucks, buses, and construction vehicles to complete repairs. Installed new vehicle systems and components.

Diagnosed and performed correct repair on brakes, engines, suspensions, drive trains and transmission clutches. Aided shop personnel and helped create a cohesive and well-rounded technical environment centered around customer service, teamwork, and learning.

Diagnosed systems by troubleshooting malfunctions and tracing problems.

Removed malfunctioning parts and repaired components or installed new ones.

Repaired electrical wiring harness, starting, and charging systems.

Checked and replaced clamps, brackets, hoses, and other system components.

Performed warranty service and filed all paperwork.

Lubricated moving parts and drove repaired vehicles to verify conformance to specifications.

Used tools and technologies to log, research and complete repairs.

Read job orders and seen and listened to vehicles in operation to figure out malfunctions and plan work procedures.

Examined protective guards, loose bolts, and safety devices on trucks to make adjustments.

EDUCATION

June 1991-1993

High School Diploma

New Castle School of Trades

New Castle, Pennsylvania, United States

Auto Diesel Technology

New Castle School of Trades, New Castle PA December 1993

High School Diploma

September1987-1991

High School Diploma

Badger High School

Kinsman, Ohio, United States

Badger High School, Kinsman OH May 1991

High School Diploma

September 1989-1991

Trumbull Career and Technical Center Adult Training Center

Warren, Ohio, United States

Trumbull Career and Technical Center Adult Training Center, Warren OH May 1991

SKILLS

Customer Service Customer Service Representative Financial Statements Closing Adjustments

Coaching Payroll Articulate Leadership Skills Collaborator Kitchen Customer Service Oriented

Marketing Time & Attendance Time and Attendance Retail Sales Sales Techniques Electrical Wiring Transmissions Warranty Maintenance Preventive Maintenance

LANGUAGES

English - Advanced

WORK AUTHORIZATION

I am authorized to work in the following countries:

• United States

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