Customer Service Quality Assurance

BOB GERLESITS

*** *. ******* ****, ***** Park, IL • 630-***-****

*********@*********.*** • www.linkedin.com/in/bgerlesits

Exceptional customer service professional with over 5+ years’ experience managing, delivering, and negotiating post-sales relationships through data entry, order follow through, and customer satisfaction follow up. Creative problem solver with demonstrated ability to defuse tense situations and respond promptly to all requests. Personable and level-headed with a dedication to exceptional customer service.

Excelled as top performer; consistently recognized for achieving and exceeding goals.

Proven talent for going the extra mile to ensure customer satisfaction.

Self-directed team player with demonstrated commitment to organizational growth and profits.

AREAS OF EXPERTISE

Customer Relationship Management

Outside/Inside Sales

Niche Market Selling

Cross Selling and Needs Analysis

Increasing Client Retention

Customer Service Training

Process Planning and Improvement

Product Training

PROFESSIONAL EXPERIENCE

WILLIAM V. MACGILL & COMPANY, Lombard, IL 2005-2010

Returns Department Coordinator

Remediated all delivery, scheduling, and quality issues involving restocking inventory returns for medical supplies distributor. Provided top-notch customer service to internal and external customers.

Played key role in consolidation of department through handling of both returns and repairs.

Ensured timely and accurate electronic order entry of customer returns.

Provided customer education regarding the benefits and use of products.

Researched and verified product inconsistencies to determine appropriate restock options, thereby avoiding costly resell errors.

Served as liaison between outside sales and manufacturer customers, maintaining effective and productive communication to ensure efficient return and/or repair delivery.

Performed quality assurance checks on repair orders before completing shipment back to end user companies.

Performed basic in-house repairs to parts and equipment.

Maintained careful oversight of high-priority status repair orders to ensure client retention rates.

MELALEUCA, INC., Idaho Falls, ID 2004-2005

Independent Customer Service Representative

Established customer accounts through needs strategy marketing and collaboration of fellow contractors. Provided customer education in regard to healthcare products based on assessment of customer needs. Trained customers to successfully utilize online ordering system.

Coordinated all aspects of new client marketing, product order, and first-time delivery.

OTHER/VOLUNTEER EXPERIENCE

People’s Resource Center, Westmont, IL 2011 - Present

Volunteer Client Services Associate

Establish rapport with first-time and returning clients of the Center and assist with attainment of services.

Assess customer needs and assist with food pantry resources; offer morale support and empathetic listening.

Maine Center for Mental Health, Park Ridge, IL 1999-2002

Therapist

Served as initial contact to clients requesting treatment. Obtained general mental health history and developed a service plan based on established goals and objectives.

Reviewed service plan quarterly and worked with clients to create a revision of service plan as required.

Provided individual, family, and group therapy to clients of the facility. Performed client advocacy leading to community referral, self-sufficiency, and self-empowerment.

Audited compliance of clinical records in accordance with state and federal standards.

Worked within team of psychiatrists and other mental healthcare staff to collaborate and ensure best treatment for clients.

Pillars Mental Health and Family Services, Western Springs, IL 1995 – 1999

Wrap Facilitator

Participated in a national grant to develop and implement the wraparound approach, an individualized strengths-based method of mental health therapy.

Provided direct care to families coping with adolescent emotional and /or behavioral disorders.

Facilitated collaborative teams of families and various mental health professionals involved in their care.

Worked within the community to advocate the needs of clients and generate beneficial referral relationships.

EDUCATION/LICENSURE

University of Illinois at Chicago, Chicago, IL

Master of Social Work

Licensed Clinical Social Worker – State of Illinois

Benedictine University, Lisle, IL

Bachelor of Arts – Business and Economics

Software competencies: Microsoft Office – Word, Excel, Outlook.

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