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Click here or scroll down to respond to this candidateCandidate's Name
EMAIL AVAILABLEPHONE NUMBER AVAILABLEObjective:Seeking a challenging position where I can utilize my skills/experience to contribute to the success of a company while helping to foster Diversity, Equity, Inclusion, and be a strong change agent for growth and development of teams in turn creating more value for the products/services provided to customers.Summary:Ambitious, solution driven guru that creates strategic alliances with organization leaders to systematically as well aseffectively align with and support key business initiatives.Diplomatic attitude and approach in communicating with executives and other team members, providing guidance,mentorship, and assistance with appropriate actions to resolve issues.Motivated and self-assured business professional with proven expertise in critical thinking, servant leadership,and mentoring.Flexible and highly adaptable with proven ability to handle high volume of workload while maintainingstringent deadlines in place by the department and company needs.Strong analytical skills, coupled with energetic demeanor and enthusiastic dedication to providing consistenttop-quality work, production, and performance.Ability to effectively multi-task and self-manage to ensure business needs are consistently achieved.Poised and competent with demonstrated ability to perform and provide valuable feedback within a team environment.Builds and retains high performance teams by hiring, developing, mentoring, and motivating skilled professionals.Work ExperienceW.W. Grainger, Inc. 8/2017- 10/2023Seller Support SpecialistDemonstrated effective, clear, and professional written and oral communication.Delivered high-quality assistance and support to resolve customer inquiries, issues, and challengesefficiently and effectively.Support sellers with optimizing their orders by providing guidance on best practices, policies, and tools available.Utilize analytics tools to assess performance, identify trends, and extract actionable insights to inform decision-making.Educate sellers on policies and guidelines to prevent violations and improve adherence to buying standards.Successfully handle and resolve complex cases and escalated issues faced by sellers, using a combination of established procedures, policies, and individual judgment.Engage in effective communication with sellers, internal teams, management, and other stakeholders to address concerns, share insights, and facilitate the resolution of seller-related matters.Keep up to date with platform updates, policies, and tools to provide accurate and updated guidance to sellers.Document seller interactions, issues, and resolutions accurately.Generate reports and share insights on common seller concerns or trends to improve seller experience and platform usability.Proficient with Salesforce, CRM, SAP, and all Microsoft software including Microsoft Teams for remote meetings.DHL Express. 10/2013-7/2017Certified International SpecialistInstrumental in handling inbound high-volume calls and efficiently addresses customer concerns ensuring to provide the best value and service to each customer.Maintained high quality of scoring on average of 95% or better.Educating customers how to navigate our DHL website and how logistics work while handling order booking and shipment tracking to provide one-stop solution.Submitting investigations on missing packages, or packages that are held by customs.Receive and de-escalate assist calls to help and maintain a professional image.Seized upselling and cross-selling opportunity of valued added services while educating businesses on the benefits for having an account with DHL.Help train/ educate our new employees on computer systems and verbiage.Manage calls from Customer Service hotline, Email, Live Chat and provide quality service to both local and overseas customers.Work with team members to achieve overall CS performance standards.Sears Holdings Corp. 06/2010 - 09/2013Customer Service Supervisor / Technical SpecialistResponded to customer inquiries and provide technical support via phone, email, and chat in a timely and professional manner.Troubleshoot technical issues reported by customers and work towards a timely resolution, escalating complex issues to the appropriate team or departments when necessary.Researched, diagnosed, documented, and resolved technical issues related to software and hardware problems.Guide clients through step-by-step solutions clearly and concisely, ensuring their understanding and satisfaction.Keep accurate records of customer interactions, transactions, comments, and complaints, including details of actions taken.Follow up with customers to ensure their technical issues have been resolved and their satisfaction is met.Collaborate with the product development team to communicate customer feedback, identify recurring issues, and contribute to ongoing product improvements.Stay up to date with the latest technology trends and updates to provide accurate and effective technical support.Participate in ongoing training sessions to continuously improve technical knowledge and customer service skills.Adhere to all company policies and procedures, including data security and privacy guidelines, while handling customer information.Circuit City 01/2007 - 07/2008Customer Service SupervisorEnsured employees follow policies and procedures; assists in making hiring, termination, and disciplinary decisions and recommendations.Trained, coached, mentored, counseled, fostered psychological safety where applicable.Partnered with CSRs on creating daily Standup session which ensuring customer service activities and tasks where on target to support the division.Served as liaison among customer service representatives to other departments and divisions, specialized pass programs.Managed and trained customer service managers while hired and onboards new customer service managers.Proactively worked with other CSSs to create, maintain, and scale customer service processes and procedures.Evaluates phone, email, and chat conversations while investigating customer service issues as needed.Conducted customer surveys and focus groups while collaborating with leadership on way to collect feedback more frequently to improve upon processes and service models.Data Driven, metric focused, and experimental with testing out ways to enhance call center triage processes.Monitors daily customer service team output.Relevant Job SkillsProficient in CPU skills including Microsoft Applications, Windows 10, and other online applications. Able to type 50-55 WPM, with accurate data entry.Excellent communication and intrapersonal skills with staff and customers.Reliable and dependable. Able to thrive as a team player, or a leader if we all have the same goal!EducationMesa High School: Graduated High School Diploma 2002ReferencesDHL ExpressLindsey Wells PHONE NUMBER AVAILABLEVanessa Rose-Meyer PHONE NUMBER AVAILABLEGraingerKyle Carpenter PHONE NUMBER AVAILABLEMark Sanchez PHONE NUMBER AVAILABLEPersonal Reference/Mentor Coach @ Sears Holdings:David Follett PHONE NUMBER AVAILABLE/pre> |
