Customer Service Team Members

Samuel Evans

Durham, NC 919-***-**** **********@*****.***

Work Experience

JF Petroleum Group

National Accounts Specialist, Morrisville, NC August 2023-Present

· Accept and respond to customer concerns related to work order completion and quality of workmanship.

· Monitor completion of subcontractor work to enable closure and receipt/payment of subcontractor invoices.

· Create ServiceMax Subcontractor Purchase Order (SPO) requests as required to support rapid first visit site restoration or timely revisit resolution.

· Develop strong & productive working relationships with subcontractor management and dispatchers.

· Provide exceptional customer service and support solving issues promptly and effectively.

· Stayed current on industry regulations and standards, ensuring compliance and risk mitigation. Cormetech

Mixing Eirich operator (Team Lead), Durham, NC July 2022-March 2023

· Conducted regular performance evaluations and provided constructive feedback to team members.

· Operated a variety of mixing machines, selected proper materials, as specified made necessary adjustments when needed, to ensure correct mixing time, while using standard operating procedure of each machine.

· Coordinated team meetings and facilitated effective communication among team members.

· Mentored and trained team members to enhance their skills and knowledge on machine operation

· Demonstrated strong leadership skills and the ability to motivate and inspire team members.

· Made experimental batches of routine or unusual materials following written formulas or instructions.

· Prepared and reviewed daily production records.

T-Mobile

Customer Service (Remote), Durham, NC January 2020-May 2021

· Assisted with training new call center representatives on policies, procedures, and customer service best practices.

· Demonstrated excellent communication and active listening skills to build rapport with customers and ensure their needs were met.

· Utilized various computer programs and systems to retrieve and input customer information and update records.

· Collaborated with cross-functional teams to identify and implement process improvements for greater efficiency and customer satisfaction.

· Maintained accurate and detailed records of customer interactions and transactions. Wells Fargo

Customer Service Representative, Raleigh, NC June 2014- December 2019

· Strong attention to detail when analyzing payment history to ensure efficiency and accuracy for each customer account.

· Answered an average of 100 calls per day in a high-volume call center environment.

· Resolved customer complaints to ensure calls were handled in a professional and prompt manner.

· Contributed to the company’s highest quarterly customer satisfaction rate of 96%.

· Exceeded quantitative metrics on customer satisfaction, customer retention, and inquiry volume.

· Tactfully consulted with customers, to minimize account closures.

· Conducted quality control review on various documents including, but not limited to, plan review, processed claims, and payment changes.

Lowes Home Improvement

Cashier, Durham, NC March 2012-June 2014

· Interacted with customers in a fast-paced environment.

· Assisted Supervisors with training new employees.

· Offered additional sales while performing transaction on the cash register.

· Answered phones, handled customer concerns, sent emails, and processed sales over the phone.

· Listened to customer needs and made the best decision based on experience to create a memorable shopping experience for the customer.

Skills

· Proactive

· Skilled Collaborator

· Solution Oriented

· Rapid and Adaptive

· Reliable

· Expert Microsoft office (excel and PowerPoint)

· Advance typing and PC proficiency

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