Customer Service Leader with 15+ Years Experience
Resume:
Justine Crawford
Achieve, Excel, Ascend, Repeat...
Lockport, NY 14094
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Professional Summary
Results-driven customer service representative with 15+ years of experience in diverse roles across retail, telecommunications, and logistics. Proven expertise in operations management, and customer support, effectively resolving inquiries and enhancing client satisfaction. Demonstrated leadership in training and onboarding staff, while managing complex order processing and returns. Skilled in utilizing tools like Zendesk and WooCommerce to streamline operations. Authorized to work in the US for any employer
Work Experience
Employment Gap - Entrepreneurial Venture and Personal Development Opportunity
Self / independent contractor
June 2020 to Present
Time spent exploring artistic ventures and completing trainings related to shamanic life coaching and pre professional art therapies
• Utilized a wide range of artistic techniques and materials to bring ideas to life
• Collaborated with other artists on joint projects or group exhibitions
• Promoted artwork through online platforms, social media channels, or personal website/blog
• Developed unique artistic concepts and styles to produce visually captivating pieces
• Utilized effective communication skills to motivate and inspire clients towards achieving their desired outcomes
• Implemented behavior change techniques, such as motivational interviewing, to support clients in overcoming barriers and sustaining positive lifestyle changes
• Provided ongoing support through regular communication channels (e.g., email, phone calls) to address client questions
• Created a supportive environment where clients felt comfortable discussing personal challenges related to their lifestyles
• Assisted individuals in identifying potential obstacles hindering their progress Customer Service Representative
Decibel Trading Company-Wilson, NY
June 2018 to June 2020
1. Act as primary point of contact for customer support and communication via email/telephone. 2. Development/Administration - CRM, Help Desk, product/ company FAQs, company/ return policies, canned response macros/automated response triggers. 3. Respond to request submissions in timely manner, while maintaining accurate and detailed record of correspondence
4. Confirm and update customer/order information, and resolve customer concerns/ complaints. 5. Shipping/receiving, authorization/processing of return/replacement orders 6. Entry/processing of LDI package claims.
7. Various Human resource tasking such as; employee recruitment, interviewing, onboarding, job training, and Safety/Equipment operator certification 8. On-call remote work after hours
Web-based software used in this
• Shipstation
• Zendesk
• WooCommerce
• PayPal, Stripe
• Google Docs
Dispatcher
Blue United Taxi-Niagara Falls, NY
February 2017 to July 2018
Answer incoming calls, dispatch calls to drivers, Medicaid transport billing/dispatch/scheduling Collection Representative
Tier One Asset Management Group-Lockport, NY
February 2016 to July 2017
Telecommunications Services
Store Manager/Sales Manager
Family Dollar Stores, Inc-Sanborn, NY
March 2013 to October 2015
Retail
Customer Service Representative
Macs Antique Auto-Lockport, NY
May 2012 to October 2013
Call center inbound sales and customer service
• Act as as main point of contact for sales, customer service via email/phone
• Respond to request submissions, while maintaining accurate and detailed record of correspondence.
• Confirm and update customer/order information, and resolve customer concerns/ complaints.
• Shipping/receiving, authorization/processing of return/replacement orders
• Entry/processing of LDI package claims
Quality Assuance Technician
Mayer Bros. / Vicotry Staffing-Barker, NY
March 2011 to June 2013
Food and Beverage Production
Education
Bachelor's degree in Higher Consciousness & Human Potential Maharishi International University - Remote
February 2025 to Present
Currently pursuing alongside Shamanic Art Therapy
Skills
• Customer Care (6 years)
• Management (6 years)
• Human Resources (4 years)
• Operations Management (4 years)
• Time Management (10+ years)
• Time & Attendance Systems (6 years)
• Supervising Experience (6 years)
• Data Entry (10+ years)
• Dispatch (7 years)
• Employee Orientation (5 years)
• Employee Evaluation (5 years)
• Training & Development (5 years)
• Quality Assurance (6 years)
• Shift Management (5 years)
• Recruiting (2 years)
• Receptionist (6 years)
• Records Management (10+ years)
• Inventory Control (5 years)
• Interviewing (5 years)
• Inside Sales (6 years)
• Sales Experience (10+ years)
• Project Management (3 years)
• Presentation Skills (10+ years)
• Zendesk
• Billing
• Payroll Management
• Payment Processing
• Retail Management
• Reporting
• Customer Service
• Call Center
• Administrative Experience
• Microsoft Office
• Computer Networking
• Google Docs
• Salesforce
• CRM Software
• Technical Support
• Desktop Support
• System administration
• Order entry
• Interviewing
• Human resources
• Recruiting
• Time management
• Google Docs
• Zendesk
• E-commerce
• Help desk
• Training & development
Additional Information
PI Behavioral Assessment Result : Altruist
Strongest Behaviors
will most strongly express the following behaviors: Proactively connects quickly to others; open and sharing. Builds and leverages relationships to get work done. Comfortably fluent and fast talk, in volume. Enthusiastically persuades and motivates others by considering their point of view and adjusting delivery. Collaborative; usually works with and through others. Intuitive understanding of team cohesion, dynamics, and interpersonal relations. Careful with rules; precise, "by the book", fast- paced, and literal in interpreting rules, schedules and results. Detail-oriented and thorough; works to ensure things don’t fall through the cracks, and follows up to ensure they’re done properly and on time. Driven to achieve operational efficiencies: thinks about what needs to be done and how it can be done as fast as possible while maintaining a high-quality outcome. Impatient with routines. Socially- focused, generally empathizes with people, seeing their point of view or understanding their emotions. Positive communication. Teaches and shares; generally interested in working collaboratively with others to help out. Friendly and service-oriented; drives for the “greater good” rather than individual goals. Promotes teamwork by sharing authority.
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