Customer Service Experience
Resume:
ATLANTA, GA, ATLANTA, US, ***** • *********@*******.*** •
GARY WILCHER
Customer Service Professional
PROFESSIONAL SUMMARY
Customer Service Professional with over 13 years of extensive expertise in enhancing customer satisfaction and operational efficiency. Proficient in strategic planning, inventory management, and public speaking, with a proven track record of reducing call handling time and increasing revenue through effective upselling techniques. Passionate about leveraging leadership and analytical skills to foster a supportive and innovative customer service environment. EMPLOYMENT HISTORY
WAREHOUSE DISTRIBUTION CLERK Jun 2024 - Present
VA Medical Center
• Manage inventory, including receiving, inspecting, and organizing products.
• Process customer orders, ensuring accurate packing and shipping. CUSTOMER SERVICE REPRESENTATIVE 2023
VXI Global Atlanta, GA
CUSTOMER EXPERIENCE REPRESENTATIVE 2023
Remx Staffing, Americas Mart Trade Show Atlanta, GA CUSTOMER SERVICE ADVOCATE 2021 - 2022
Carvana Atlanta, GA
CUSTOMER EXPERIENCE CONSULTANT 2019 - 2020
CarMax Atlanta, GA
TALK FORUM HOST 2012 - 2019
WAEN.TV East Point, GA
• Coordinate with shipping carriers and maintain inventory records.Streamlined order processing workflow, enhancing accuracy and reducing shipping errors, leading to improved customer satisfaction. Responded to 50+ inquiries daily, maintaining 95% satisfaction and trust in financial services. Reduced call handling time by 10%, optimizing customer service efficiency. Enhanced revenue per interaction by 15% through strategic upselling and cross-selling. Analyzed customer feedback to streamline service processes, leading to noticeable improvements in call handling efficiency. Provided empathetic assistance to customers, fostering a positive experience and encouraging repeat business. Assisted 100+ attendees daily, achieving a 4.5/5 satisfaction rating. Facilitated seamless attendee registration, ensuring a smooth experience that contributed to a 4.5/5 satisfaction rating. Aligned customer service strategies with marketing goals for enhanced customer engagement. Handled customer inquiries via multiple channels, ensuring timely and effective resolution. Fostered positive customer relationships by actively listening to concerns, leading to improved satisfaction rates and loyalty. Streamlined customer interaction processes across platforms, enhancing response efficiency and achieving noticeable results in customer engagement.
Guided customers in purchase choices, boosting satisfaction to 95% and sales beyond targets. Presented financing solutions, enhancing decision-making and customer experience. Drove customer satisfaction through informed purchasing support, achieving notable sales growth. Enhanced customer engagement through personalized service, leading to a noticeable increase in repeat business and loyalty. Guided clients through financing options, resulting in informed decisions and higher conversion rates. Hosted 'Man Cave TV Show', engaging audiences at community events. Scheduled and managed show time slots, enhancing viewership. Led interviews and discussions, ensuring smooth studio operations. Fostered engaging discussions as Talk Forum Host, enhancing audience interaction and building a loyal viewer base. Streamlined scheduling processes for shows, resulting in improved production efficiency and timely broadcasts. EDUCATION
HIGH SCHOOL DIPLOMA
West Lawrence
COURSES
ELECTION POLL MANAGER CERTIFICATION 2018
Gwinnett County
ADVANCED LEADERSHIP & MANAGEMENT
U.S. Navy
BASIC LEADERSHIP & DEVELOPMENT
U.S. Navy
SKILLS
Strategic Planning (Expert), Public Speaking (Expert), Customer Service (Expert), Sales (Expert), Training (Expert), Quality Assurance (Expert), Inventory Management (Expert), Leadership (Expert), Broadcasting (Expert), Microsoft Office(Experienced), Google Workspace, Windows, MacOS, Conflict Resolution (Expert), Data Analysis (Experienced), Team Collaboration (Expert), Customer Retention (Expert), Process Improvement (Expert), LINKS
LinkedIn: www.linkedin.com.
ADDITIONAL INFORMATION
MILITARY SERVICE
U.S. Navy - Machinist's Mate Petty Officer 3rd Class
• Performed maintenance and repairs on propulsion machinery and mechanical systems
• Operated and monitored equipment during normal and emergency conditions
• Adhered to safety procedures and Navy regulations VOLUNTEER EXPERIENCE
Inmate Counselor - Fulton County Government
Provided counseling and support to inmates in correctional facilities, helping them with rehabilitation, adjustment, and reintegration into society
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