Customer Service Sales

Gordon R. Graves

**** ******** ***** ****: 972-***-****

Plano, TX 75075 **********@***.*** Cell: 214-***-****

Customer Service Representative

SUMMARY OF QUALIFICATIONS

An accomplished service oriented professional with a proven history of maintaining quality customer relations using innovative problem solving techniques. An effective leader in increasing sales and managing team players while simultaneously decreasing costs and increasing profits.

• Customer Service Management • Customer Satisfaction Enhancement • Team Building & Training

• Complaint Handling & Resolution • Sales & Margin Improvement • Cost-reduction Strategies

• Retail Operations Management • Front-end Supervision • Order Requisition/Fulfillment

PROFESSIONAL EXPERIENCE

Automotive Service/Repair 1990-2009

• Owner/operator of auto repair facility managing a winning team of employees

• Started new business from empty building to $1.2 million in sales with only seven employees

• Increased sales by attentiveness to customer needs and concerns

• Increased repeat customer ratio resulting in decreased advertising costs and increased profits

• Decreased employee turnover from 50% to 5%

• Decreased cost of sales from 75% to 55%

Body Shop Assistant Manager 1983-1990

• Prepared damage repair quotes

• Facilitated work flow by monitoring time schedules

Auto Insurance Claims Adjuster 1978-1983

• Responsible for obtaining equitable settlement on auto damage claims

• Handled insured’s physical damage claims as well as third-party liability claims

Investigator 1971-1978

• Crime scene investigator for Dallas County Institute of Forensic Science

• Responsible for preservation of crime scene and collection of data

EDUCATION

University of North Texas - Bachelor of Science Degree; 9 hours towards Master of Science Degree

Military - 6 years Air National Guard, attained E5 classification in Electrical Power Supply

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