Customer Service Representative
Resume:
Craig Greaves
***- ***-**** ***************@*****.*** Tamarac, FL 33321
PROFESSIONAL SUMMARY
Results-driven Senior Customer Service Representative at Graybar, adept in CRM software and committed to customer service excellence. Proven track record in building relationships and optimizing processes, leading to increased customer satisfaction. Skilled in problem-solving and staff training, effectively enhancing team performance in high-pressure environments.
SKILLS
Database maintenance Procedure writing Call center experience Customer support Staff training CRM software SOP writing Process optimization Email management Customer service excellence Document and records management Organizational skills Customer service Multitasking Problem-solving abilities ERP Software
EXPERIENCE
SENIOR CUSTOMER SERVICE REPRESENTATIVE, Pompano Beach, FL Graybar, February 2024-Present
Provided excellent customer service to a diverse range of clients, building strong relationships and ensuring high levels of satisfaction.
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Handled escalated situations calmly while maintaining positive relationships with customers throughout the process.
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Demonstrated ability to work independently under minimal supervision while meeting daily objectives and goals set by senior staff members.
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Contacted carrier representatives to make arrangements or issue instructions for shipping and delivery of materials.
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Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions.
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• Built sustainable relationships and trust with customer accounts using open and interactive communication.
• Provided exceptional customer service to clients in fast-paced call center environment. Recorded details of inquiries or complaints to maintain up-to-date records of customer interactions and transactions.
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Collaborated with cross-functional teams including sales, operations, logistics, finance. to ensure successful resolution of customer requests.
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Maintained accurate records for all customer interactions using computer software systems such as Salesforce, Zendesk.
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• Implemented effective communication strategies with customers via phone calls, emails, live chat support. CUSTOMER SERVICE REPRESENTATIVE, Pompano Beach, FL Graybar, February 2023-February 2024
• Handled customer complaints and inquiries in a courteous and efficient manner. Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
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• Developed strong customer relationships and loyalty through effective communication.
• Was Professional with customer's and handled High volume of calls.
• Logged details of customer service calls in computer system following correct protocols.
• Processed orders and detailed transaction information to customers.
• Provided account information to customers and explained bill service policies and customer rights.
• Followed up with customers regarding product functionality and overall satisfaction.
• Monitored daily performance metrics such as call volume, wait times, resolution times. OPERATIONS MANAGER, Tamarac, Fl
City Electric, September 2020-August 2022
• Resolved customer issues quickly and professionally while maintaining high customer satisfaction ratings.
• Managed the daily operations of multiple departments to maximize efficiency.
• Developed talented team, participating in hiring, coaching, and performance management processes.
• Developed and maintained relationships with customers and vendors for successful project completion. Coordinated and directed financial or budget activities to fund operations, maximize investments, or increase efficiency.
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Established and implemented departmental policies, goals, objectives and procedures in conjunction with board members, organization officials, and staff members.
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Directed and coordinated activities of businesses or departments concerned with production, pricing, sales, or distribution of products.
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Spearheaded multiple projects from concept through completion while successfully managing budgets and timelines on each project.
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Designed innovative approaches to optimize workflow, streamline procedures, and enhance customer service satisfaction levels.
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• Established and monitored KPIs to optimize company performance.
• Demonstrated and supported continuous improvement and growth mindset.
• Facilitated open communication between departments to improve collaboration among teams.
• Prepared staff work schedules and assigned specific duties.
• Maintained accurate inventory records while ensuring optimal stock levels at all times.
• Oversaw maintenance of facilities, equipment, vehicles and machinery used in operations.
• Ensured effective communication among staff members by providing training when necessary.
• Resolved conflicts between employees and departments. SALES ASSOCIATE, Tamarac, Fl
City Electric, March 2020-August 2021
• Greeted customers warmly and offered assistance.
• Helped customers find and select products.
• Performed cleaning tasks, keeping store neat and organized.
• Kept work area clean, organized and free of clutter at all times.
• Demonstrated exceptional customer service skills, resolving customer complaints efficiently and courteously.
• Operated cash register and POS to handle purchases, refunds, and exchanges for customers.
• Greeted and escorted customers to product racks and shelves to assist with finding merchandise.
• Handled customer complaints and inquiries in a courteous and efficient manner.
• Operated cash register and POS to process sales transactions and handle payments.
• Organized merchandise displays to promote higher levels of customer engagement. PROJECT MANAGER, Tamarac, Fl
Saphire Electric, January 2018-July 2020
• Successfully managed projects with tight deadlines and limited resources.
• Coordinated team members to ensure tasks were completed on time and within budget.
• Collaborated with cross-functional teams across multiple departments to achieve goals.
• Provided clear direction to internal teams, setting expectations and due dates for deliverables.
• Traveled to customer sites to keep projects on schedule while maintaining high quality.
• Documented project requirements, processes, and procedures.
• Managed project budget and oversaw expenditures to keep costs controlled and within budget parameters.
• Communicated effectively with all levels of stakeholders including executives.
• Developed project plans, tracked progress, and reported results to stakeholders.
• Organized and led kickoff and status meetings to communicate project expectations prior to project execution.
• Developed detailed schedule for planning and tracking manpower, equipment, and work orders.
• Established strong relationships with vendors and negotiated favorable contracts.
• Devised plans and schedules for concurrent projects to meet established deadlines. EDUCATION
BSN IN BACHELOR OF SCIENCE IN NURSING CANDIDATE, Miami, FL, US Florida International University, Expected graduation 2027 HIGH SCHOOL DIPLOMA, Coral Springs
J.p. Taravella High School
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