Customer Service General Store

Benjamin Pekarne

*** ***** **** **, *********** NC 28787

Cell: 336-***-**** Email: *********@*****.***

Summary

A dedicated professional who thrives in pressure situations and can be depended on when the going gets tough. Skilled in coaching with the ability to provide constructive feedback. Takes pride in providing creative direction and out of the box thinking. Fosters a professional work environment and values commitment to excellence, innovation and customer service. Working with dealers, distributors and end users have given me the insight needed to interact with clients in a professional manner.

Professional Experience

Omni Grove Park Inn

Sports Center Attendant February 2024 to September 2024

Placed on furlough since hurricane Helene.

Gardner, Inc. (Formerly known as Gardner Dixie Sales, Gardner Connell and Sevantage Dixie Sales)

Remote Inside Sales and Service: April 2022 to February 2024

Customer Service e-Retail and 3pl: April 2021 to April 2022

Customer Service Representative: April 2017 to April 2021

Parts Lookup: January 2016 to April 2017

Inside Sales and Service: October 2012 to January 2016

Seasonal Customer Service Representative: March 2012 to October 2012

•Work within a matrix to handle customer concerns and orders in a prescribed time frame.

•Work with the following work groups, Canada, Consumer Direct, Dealer and National Retailer.

•Responsibilities include parts look up, placing orders, up selling and warranty information in a timely fashion.

•Help coordinate returns, back orders and drop shipments to maintain a consistent flow of product.

•Work with Inside Sales signing TTI dealers for Walmart Hart products.

•Work with Inside Sales to Re-Sign and recruit SpeeCo and Tuff Torq warranty and service dealers.

General Espresso Equipment Corporation (GEEC)

Service Manager/Technical Support/Trainer: July 2009 – August 2011

•Contacted and developed a relationship with independent repair companies across the U.S. and Canada. Created a service company list by state and city for distributors and end user to provide access to GEEC trained service companies.

•Expanded the list from 280 to over 400 service companies.

•Developed a new return tracking system to ensure that parts were returned to inventory or categorized as warranty returns. The new system reports were sent to the accounting department to update inventory along with customer accounts, resulting in a 95% accuracy rate.

•Developed a bench testing program which included a check list that had to be signed by each tech before shipping the espresso machine, resulting in 20% fewer machines delivered with issues.

•Assisted with managing over 4000 parts, along with timely restocking of parts delivered in overseas containers.

•Technical support duties include, assist with troubleshooting service calls from service companies and end users, walk through test procedures and machine diagnostics to find the necessary solutions to repair the espresso machine.

•Arranged factory training of service company technicians both in Greensboro and training seminars across the country.

•Sold espresso machines to dealers and distributors because of relationships developed through service.

Compucon USA, Greensboro, NC

Technical Support: November 1999 – March 2009

•Assisted in troubleshooting user problems relating to all levels of Compucon software, including resolution of software installation issues, diagnosing software and hardware conflicts.

•Provided a working knowledge of embroidery software through telephone support.

•Created a written “Quick Start Guide” to include with the software package which resulted in 15% fewer new user technical support.

•Developed an internal system of printing and burning software CD’s, which directly reduced outsourcing cost by 30%.

•Led in house training for end users and distributors’ technicians in addition to conducting national training seminars.

•Attended trade shows to assist with product support and sales of software, software updates and upgrades.

Education

Elon College

•Major, Business Administration

Proficiencies

•Strong knowledge with Windows, MS Word, MS Excel, MS Outlook, PowerPoint

•Extensive experience with CODIS, PartSmart, Prophet CRM, and Generac Gen-Service-Kohler Global Parts Lookup

•Background in data analysis, digital literacy and remote collaboration tools which includes Zoom and Microsoft Teams.

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