Customer Satisfaction Continuous Improvement
Resume:
SEP **, **** • LAS VEGAS, US, ***** • **********@*****.*** •
TERRY WILLIAMS
PROFESSIONAL SUMMARY
Utility Porter with 5+ years of experience in maintaining immaculate facilities, excelling in floor waxing, computer configurations, and plumbing repairs. Demonstrates a strong work ethic and a commitment to enhancing customer satisfaction through innovative problem-solving and advanced communication skills. Proven ability to work independently or collaboratively, ensuring clean and well-maintained environments while seeking opportunities for continuous improvement and professional growth.
EMPLOYMENT HISTORY
UTILITY PORTER Jan 2016 - Oct 2016
Circa Casino Las Vegas
AMAZON Nov 2022 - Feb 2025
Amazon Las Vegas, NV
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Understood and followed oral and written directions.
• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
• Demonstrated leadership by making improvements to work processes and helping to train others.
• Identified needs of customers promptly and efficiently.
• Prioritized and organized tasks to efficiently accomplish service goals.
• Assisted with customer requests and answered questions to improve satisfaction.
• Maintained updated knowledge through continuing education and advanced training.
• Approached customers and engaged in conversation through use of effective interpersonal and people skills.
• Exceeded customer satisfaction by finding creative solutions to problems. PRODUCE ASSOCIATE Sep 2021 - Mar 2022
Walmart Las Vegas
• Greeted customers and provided immediate and courteous service
• Restocked produce and removed expired or damaged merchandise
• Cleaned shelves and restocked with new inventory when products stock ran low
• Received and unloaded new products upon delivery, checking for damage and order accuracy
• Prepared cut vegetables and fruits and packaged for purchase
• Maintained current and accurate inventory by completing daily cycle counts and monthly audits. CALL CENTER REPRESENTATIVE Aug 2017 - Dec 2017
Diamond Resorts Las Vegas
• Delivered fast, friendly and knowledgeable service for routine questions and service complaints
• Managed customer expectations by clarifying needs, identifying options and recommending products and services
• Met or exceeded call speed, accuracy and volume benchmarks on consistent basis
• Documented conversations with customers to track requests, problems and solutions
• Maintained strong call control and quickly worked through scripts to address problems
• Resolved inquiries to consistently meet performance benchmarks Ensured safety in biohazard spill management, improving response efficiency. Executed emergency protocols, enhancing team coordination and safety. Adhered to cleaning schedules, boosting facility cleanliness and appearance. Conducted thorough restroom sanitation, maintaining hygiene standards. Performed regular maintenance checks, reducing downtime and repair costs. Executed thorough cleaning protocols, enhancing hygiene standards and contributing to a safer environment for guests and staff.
• Trained new employees on processes to promote productivity team-wide
• Corresponded with service department team members to build and implement successful solutions to customer problems
• Handled escalated customer service concerns to preserve revenue streams from key customers
• Improved call management database by frequently changing and updating customer contact information. FREIGHT Sep 2018 - Aug 2019
Home Depot Las Vegas
• Verified shipping labels as orders came in
• Entered shipment details into database
• Transported freights using forklifts, pallet jacks and reach trucks
• Scanned and documented freights and assigned appropriate marking labels with identifying information
• Used boards and pallets to stack freight at designated locations
• Double-checked work orders and customer requests before packing
• Used scanners to track parcel information such as condition or receipt
• Planned and followed most direct route to save time and mileage on company trucks. DRIVER HELPER Oct 2016 - Aug 2017
UPS Las Vegas
• Lifted boxes and products with correct safety gear and techniques
• Kept loads from being damaged through proper loading and security
• Maintained telephone and radio contact with supervisor to receive delivery instructions
• Hooked and unhooked trailers from tractor and converter dollies
• Communicated with dispatching regarding changes to routes, deliveries and orders
• Utilized local road knowledge and GPS software to map routes and specific locations
• Utilized pallet jacks and forklifts to load and unload materials off trucks
• Utilized electric pallet jack and hand cart to manage and deliver products
• Received cash or check payment from customers and created accurate deposit tickets at end of shift
• Reviewed work orders or received oral instructions to determine assignments and material and equipment needs
• Referred unresolved customer grievances to managers for further investigation
• Unboxed appliances, set up for customers and removed all debris
• Measured temperature of haul and refrigerated area of truck. JANITORIAL WORKER Dec 2017 - Feb 2018
World Market Center LLC Las Vegas
• Gathered and emptied trash cans and disposed of bags
• Sanitized and deep cleaned bathroom floors and surfaces
• Stored, used and disposed of cleaning chemicals and supplies
• Dusted and wiped furniture and fixtures
• Monitored cleaning supply levels and requested reordering when inventory ran low
• Maintained, sanitized and vacuumed dining area and washed kitchen floors prior to closing
• Swept and power washed outside building to keep sidewalks and parking lot clean
• Recorded routine inspection and maintenance activities. EDUCATION
GED 2014
Csn Las Vegas, NV Ccsd
SKILLS
Draperies cleaning (Expert), Equipment maintenance (Skillful), Basic repairs (Expert), Buffing experience (Skillful), Janitorial equipment familiarity (Expert), Facility maintenance (Skillful), Floor waxing (Skillful), Leaf blowing (Expert), Trash collection (Expert), Help desk assistance, Application software testing, Software feature demonstrations, Computer configurations, Network security measures, System upgrades, Diagnostics expertise, Server monitoring. Security patches, Hardware and software updates, Video game development, Coding expertise, Bug and issue detection, Administering databases, Logging support tickets, Creating infrastructure, Media options (Expert), Audio-visual equipment (Expert), Recording options (Expert), AV troubleshooting (Expert), Video distribution (Expert), Plumbing repairs (Expert), Rug shampooing (Expert), Leadership (Expert), Equipment Operation (Expert).
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