Customer Service Help Desk
Resume:
Arthur Shelby
A cybersecurity specialist with experience in help desk. Dynamic and results-driven professional with extensive experience in retail, customer service, and account management. Proven track record in overseeing operations, leading teams, and ensuring excellent customer service. Highly proficient in a variety of software including SAP, MSCE, and AS400. Strong multitasker with exceptional organizational and communication skills, seeking opportunities to leverage my leadership experience and technical expertise in a challenging role.
Contact
20918 W Boulder Dr
Plainfield, IL 60544
******.********@*****.***
Experience
American Sale – Store Manager
2025 - Present
●Leadership & Team Management: Supervise a team of employees, providing daily guidance, assigning tasks, and ensuring high-performance levels.
●Customer Relations: Assist customers with inquiries regarding patio furniture, pools, spas, and other products, ensuring their needs are met with personalized service.
●Operational Excellence: Oversee daily store operations, including managing cash procedures, cashiering, and facilitating order tracking using AS400 software.
●Financial Accountability: Conduct cash draw checks, daily deposits, and track monetary transactions to ensure accuracy.
●Logistics Management: Supervise the loading/unloading of trucks, and manage inventory restocking and product distribution.
Smithfield – Account Associate
2021 - 2025
●Order Tracking & Reporting: Managed and tracked orders for major retailers like Kroger, Walmart, and Aldi, ensuring accurate fulfillment and timely delivery.
●Discrepancy Resolution: Identified and resolved issues such as product mismatches, weight discrepancies, and shipment delays to maintain operational efficiency.
●Data Management: Utilized SAP and MSCE for data entry, report generation, and analytics to reconcile inventory discrepancies.
●Multitasking & Communication: Coordinated between customers, employees, and managers to streamline daily operations, ensuring effective communication and task completion.
●Monthly & Weekly Reporting: Compiled detailed reports to monitor and reconcile discrepancies, improving overall operational accuracy.
Dollar Tree – Assistant Store Manager
2023 - 2025
●Team Coordination: Led the store in the absence of the store manager, assigning work tasks, managing employee schedules, and ensuring operational efficiency.
●Financial Oversight: Maintained accurate cash management procedures, including cash handling, deposits, and ensuring compliance with store policies.
●Customer Service: Assisted customers with inquiries and product location, resolving issues in a timely and friendly manner.
●Inventory & Logistics Management: Contributed to store ordering and truck unloading, ensuring the timely replenishment of stock and maintenance of store standards.
Molex (via Modis) – Account Associate
2021
●International Order Management: Managed parts orders for automotive manufacturers (e.g., Nissan, GMC), ensuring timely deliveries and accuracy across international shipments.
●Process & Reporting: Utilized SAP and MSCE for order tracking, weekly updates, and issue resolution, helping maintain strong customer relationships.
Ricoh Inc. – Route Driver/Installer/Scheduler
2020 - 2021
●Logistics & Scheduling: Planned and coordinated delivery schedules for Ricoh copiers across multiple states (IL, IN, WI), optimizing travel routes and ensuring timely deliveries.
●Product Configuration & Installation: Installed and configured Ricoh copiers to meet specific customer needs, troubleshooting issues as required.
●Customer Service: Ensured customer satisfaction through expert product knowledge and personalized service, resolving any installation or configuration issues.
USPS – City Carrier Assistant
2019 - 2020
●Mail Delivery: Delivered and collected mail along an established route, maintaining efficiency and customer satisfaction.
●Record Keeping: Managed customs, postage-due, and C.O.D. mail, ensuring timely delivery and receipt verification.
●Incident Reporting: Reported delivery issues or unusual conditions, ensuring smooth operations and customer satisfaction.
AT&T – Premise Technician
2016 - 2019
●Installation & Service Delivery: Installed and maintained AT&T services (TV, internet, phone) for residential and business clients.
●Technical Support: Diagnosed and troubleshot telecom issues, ensuring seamless service and customer satisfaction.
●Customer Interaction: Worked directly with clients to ensure services met their needs and resolved any technical challenges.
Edward Don – Customer Service Representative, Call Center
2015 - 2016
●Order Management: Accurately entered customer orders into SAP and provided detailed product information, contributing to high customer satisfaction.
●Cross-Department Collaboration: Worked with sales teams to resolve customer issues and maintain strong internal relationships.
●Performance Metrics: Consistently met or exceeded performance goals for customer service and order processing.
Xerox Business Solutions – Customer Care Supervisor, IOS Helpdesk
2013 - 2015
●Team Leadership: Managed a team of 10-15 call center representatives, overseeing performance, coaching, and development.
●Technical Support & Escalations: Provided advanced support for Apple products, handling complex customer issues and escalations.
●Operational Monitoring: Monitored key performance metrics, including service levels, error rates, and customer feedback, to drive improvements in service quality.
●Global Relationship Management: Maintained strong, productive relationships with stakeholders globally, ensuring high customer satisfaction and service delivery.
Skills
●Leadership & Team Management: Effective at supervising, coaching, and mentoring teams for optimal performance.
●Customer Service Excellence: Strong ability to resolve issues and provide a high level of satisfaction.
●Software Proficiency: SAP, MSCE, AS400, CRM tools.
●Financial Management: Cash handling, deposits, and monetary procedures.
●Logistics & Inventory Management: Order tracking, scheduling, inventory control, and shipment management.
●Technical Support & Troubleshooting: Expertise in configuring and troubleshooting technical products (telecom services, copiers, IT devices).
2021 – 2026XX
A.A. Network Specialist
Joliet Jr College
Skills
●Creativity
●Leadership
●Organization
●Problem solving
●Teamwork
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