Customer Service Cost Control

Nicholas V. Poon

Phone: 868-***-****

Email: **.********@*****.***

Professional Summary

Dedicated and versatile professional with over three years of experience in customer service and a strong background in construction and fabrication. Adept at handling high call volumes, resolving customer concerns efficiently, and delivering exceptional service. Additionally, highly skilled in construction management, cost control, and technical fabrication. A proven team player with excellent problem-solving, leadership, and communication skills. Seeking a position that leverages both my customer service expertise and hands-on technical abilities to contribute effectively to business operations.

Core Competencies

• Customer Service Excellence

• Business Leadership

• Analytical & Problem Solving

• Technical & Fabrication Skills

• Program & Project Management

• CRM & Computer Proficiency

• Cost Control & Budgeting

• Team Leadership & Training

• Effective Communication

Professional Experience

Customer Service Representative

iQor February 2022 – Present

• Handle an average of 80-100 inbound and outbound calls daily, assisting customers with inquiries, complaints, and technical issues.

• Achieve a 95% customer satisfaction rating by effectively resolving issues on the first call.

• Utilize CRM software to document customer interactions, ensuring accurate and detailed records.

• Train new hires on call center procedures, company policies, and customer service best practices.

• Implement feedback from customer surveys to improve service quality and customer experience.

• Support product-related inquiries, troubleshooting, and order processing via phone and email.

• Exceeded performance targets by resolving 90% of issues within the first call.

Fabricator

Bowers Manufacturing September 2014 – January 2016

• Fabricated extruded and die-cast aluminum products with precision.

• Operated CNC Lathe and BC20 bar feeder for manufacturing processes.

• Conducted verification of parts using calipers, gauges, and micrometers.

• Skilled in MIG welding, sheet metal work, and blueprint reading.

Sales Associate & Assistant Floor Manager

The Home Depot June 2011 – November 2014

• Managed Lumber, Building Material, and Gardening departments.

• Provided expert advice on home improvement projects and tools.

• Fostered team collaboration and trained new employees.

• Assisted in managerial tasks, including cost control and inventory management.

Carpenter & Construction Supervisor

E.P Construction December 2008 – June 2011

• Led a team of 14 workers, ensuring timely completion of projects.

• Supervised new construction and remodeling projects.

• Implemented cost control strategies, including Punch List management.

Carpenter

RITSEMA Associates September 2002 – December 2008

• Worked on commercial projects including hospitals, schools, and retail centers.

• Specialized in drywall finishing, fireproofing, bulkheads, suspended ceilings, and steel stud framing.

Hardwood Floor Installer & Supervisor

Hardwood Artistry November 1994 – September 2002

• Installed and finished hardwood flooring, managing a team of 24 employees.

• Specialized in stamped concrete and concrete countertops.

Education & Certifications

• CXC General (1990) St. Benedict’s College, Trinidad & Tobago

• Certified Customer Service Professional (CCSP)

• Call Center Management Certification

Technical Skills

• CRM Software (Salesforce, Zendesk)

• Microsoft Office Suite (Excel, Word, Outlook)

• CNC Lathe Operation & Metal Fabrication

• Construction Management & Blueprint Reading

• Cost Control & Budget Planning

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