Customer Service & Animal Care Experience
Resume:
Christopher M. Stone
*** ****** **, **********, ** 40324
Home: 859-***-**** Cell: 859-***-****
Email: ********@*****.***
Accomplishments
In 2011, due to my extensive customer service experience, I was recruited by The J. Peterman Company to assist with the relocation of The J. Peterman Company’s Customer Service Department from Lexington, KY to Blue Ash, OH. I was hired to assist with supervising and training 12 new employees for the Blue Ash location. In the beginning of the relocation, I worked an extensive amount of overtime each week to ensure all of the department’s reports and job duties were being completed. Additionally, I worked to ensure the new staff was properly trained in support of these duties.
Work Experience
Bluegrass Community & Technical College – Lexington, KY
February 2013 - Present
Communication Center Specialist
As a Communication Center Specialist, my job duties include:
●Provide a concierge services model approach to respond and resolve all students’ inquires.
●Maintain phone, email, and IM contact with KCTCS Student Service Center during work hours.
●Own all escalations to the college and is responsible for timely, accurate, and professional follow through including communication to the student regarding the resolution and updating ticket information and status.
●Collaborate with faculty and staff at the college to assist with issues outside of generalist’s capabilities.
●Meet on a regular basis with back – up Communication Center Specialists to review quality and receive coaching.
●Work in a team oriented environment effectively.
●Other duties as assigned.
The J. Peterman Company – Blue Ash, OH
Customer Service Supervisor
May 2011 – May 2012
As Customer Service Supervisor, I supervised a staff of up to 15 employees. My job duties included:
●Responsible for all supervisory facets of Customer Service, as well as many accounting and administrative job duties.
●Responsible for handling customer account inquires, accurately providing information to ensure resolution of product/service complaints, and ensuring customer satisfaction.
●Researched, calmed, and rapidly resolved client conflicts to prevent the loss of key accounts.
●Monitored calls and coached reps to ensure the department would earn the highest marks for customer satisfaction.
●Cross-trained for several accounting duties such as: processing refunds, merchandise credits, and credit card dispute resolution.
●Handled escalated calls from irate customers.
●Resolved issues with declined credit cards.
●Fraudulent order detection.
●Supervised the Live Chat Customer Interface.
●Answered Company emails.
●Lost package tracing and resolution.
●Handled a heavy flow of paperwork, and customer escalation call backs.
Insight Communications / Time Warner Cable – Lexington, KY
Quality Assurance / Lead Customer Service Rep.
Nov 2003-May 2011
As a Quality Assurance Representative and Lead Customer Service Rep, I provided customer service for an average of 80 calls per day. Primarily, I answered calls for customers ordering cable, internet, and phone services, or customer care issues regarding these services. I earned Management’s trust, and was assigned additional responsibilities in Customer Service. Additionally, I received multiple outstanding reviews acknowledging my level of dedication to excellent customer service. My job duties included:
●Assisted with the training process.
●Checked all Customer Service work orders for Quality Assurance
●Assisted customers with cable, internet, and phone service issues.
●Monitored the porting process as customers transferred their phone service from a competitor to us.
●Completed several administrative job duties daily.
●Took between 50-125 calls daily.
●Cross-trained for all customer service job duties.
●Handled escalated calls from irate customers.
●Assisted the Supervisor with employee coaching
●Computed Data Reports
●Provided required weekly reports to track Customer Service orders.
Gall’s Inc.
Retail Assistant Manager
May 1998-Nov 2003
As the Retail Assistant Manager, I was responsible for the day-to-day supervision of the retail store. My job duties included:
●Provided support to the Retail Manager, and also maintained the focus and direction of the team.
●Handled shift changes among cashiers, and reconciled cash and sales receipts.
●Took inventory, placed orders, and ensured the accuracy of all orders.
●Assisted in the training of each employee.
●Handled store merchandising duties and organizing various in-store promotions.
Movie Warehouse Inc.
Store Manager
Jan 1995-May 1998
As the Store Manager for Movie Warehouse, I handled the day-to-day operations of the Northland Drive location. My job duties included:
●Handled shift changes among cashiers, and reconciling cash and sales receipts.
●Took inventory, placed orders, and ensured the accuracy of all orders.
●Handled in-store merchandising duties, and organized various in-store promotions.
●Created weekly schedule.
●Interviewed, hired, and trained new employees.
Educational Background
University of Kentucky
Bachelor of Arts, Geography, 1996
Software/System Skills
●Microsoft Office (Word, Excel, Powerpoint, Outlook Express)
●Typing Speed: 45 wpm
Language Skills
●Read and write Spanish fluently; Competent Spanish Speaker
References
Roger Pierce: Warehouse Manager/NTSG/859-***-****
Chris Pierce: Telecommunications/Retired/859-***-****
Misty Kirby: Communication Center Specialist/BCTC/859-***-****
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