Customer Service Quality Assurance

GREGORY S. CULBERT

**** *** **** *****, ********, FL 34788

Phone: 732-***-**** Email: ***********@*****.***

PROFESSIONAL SUMMARY

Results-driven professional with 25+ years of experience in customer service, project coordination, and team leadership. Proven track record of managing complex projects, building customer relationships, and training teams. Seeking to leverage extensive coordination and customer service expertise in a dynamic organization.

CORE COMPETENCIES

Customer Service Excellence

Client relationship building and retention

Cross-selling and account management

Problem resolution and conflict management

Multi-channel communication (phone, email, text)

Project Coordination

End-to-end project management

Vendor and stakeholder coordination

Process improvement and workflow optimization

Quality assurance and compliance

Leadership & Training

Team leadership and staff development

Training program development and delivery

Safety protocol implementation

Performance management

Technical Skills

Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

CRM and database management

Software integration and system training

Insurance licensing (440 license)

PROFESSIONAL EXPERIENCE

Customer Service Associate Insurance Services

April 2022 – Present

Generate new business through cold email and text outreach to potential policyholders

Manage existing client relationships through cross-selling and account updates

Maintain detailed customer records and ensure policy compliance

Build lasting relationships that drive customer retention and satisfaction

Independent Contractor Roofing and Solar Projects

April 2022 – Present

Coordinate entire project lifecycle from initial contact through completion

Manage communication between customers, installers, and vendors

Resolve project challenges and ensure timely delivery

Conduct sales presentations and maintain client relationships throughout process

Installed Sales Coordinator Lowe's Corporation

April 2018 – 2021

Managed complete project workflow for home installation services

Served as primary liaison between customers, contractors, and internal teams

Troubleshot project issues and implemented solutions to ensure customer satisfaction

Integrated new software systems and trained regional associates on procedures

Consistently met project deadlines and quality standards

Operations Supervisor FEMA Disaster Response

September 2017 – March 2018

Supervised daily operations at debris disposal sites during disaster response

Trained staff on safety protocols and operational procedures

Managed workflow and resource allocation to maximize efficiency

Ensured compliance with federal safety and environmental regulations

Regional Manager GSC Enterprises Inc.

August 1992 – June 2013

Managed distribution operations for convenience store health and beauty products

Developed and maintained relationships with retail clients across territory

Coordinated inventory management and delivery schedules

Supervised field representatives and provided ongoing training and support

EDUCATION & CERTIFICATIONS

Phlebotomy & Patient Care Technician Certificate

Ocean County College, Toms River, NJ 2012

Business Development Program

Dale Carnegie, New York, NY 1987

Insurance License 440 Current

KEY ACHIEVEMENTS

Successfully managed multiple business ventures including 7 tanning salons and 3 cruise centers

Built and operated agricultural business from ground up, including greenhouse management and vendor relationships

Consistently exceeded customer satisfaction targets across multiple industries

Developed training programs that improved team performance and safety compliance

Maintained long-term client relationships resulting in repeat business and referrals

REFERENCES

Rob Lowe

Phone: 561-***-****

Marvin Burkholder

Phone: 352-***-****

Additional references available upon request

Contact this candidate