Howard Bournes
Mechanicsville
Summary
I have 20 plus years of customer service experience. I am conscientious, hard hardworking, great in a team or as an outgoing individual and always ready for a challenge.
A self-motivated analytical and ambitious team player having experience in process improvement, performance management
Skilled and dedicated with experience in coordinating, planning, and supporting daily operations. Providing outstanding customer service skills, problem solving and well organize.
Looking for fast paced work environment with many opportunities to improve customer satisfaction.
Overview
6
6
years of professional experience
Work History
Customer Service Manager
84 Lumber Company
10.2018 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Developed detailed plans based on broad guidance and direction.
Tire Installer
Costco
07.2018 - Current
- Conducted regular quality control checks on completed installations, ensuring top-notch results that met or exceeded industry standards.
- Reduced wait times by implementing an effective scheduling system for appointments.
- Implemented preventative maintenance measures on equipment, extending its lifespan and reducing downtime due to malfunctions.
- Collaborated with team members to complete large-scale installations in a timely manner.
- Streamlined tire installation process, leading to quicker turnaround times for customers.
- Improved customer satisfaction by efficiently installing and balancing tires on a variety of vehicles.
- Optimized workflow processes by identifying areas of improvement within the tire installation process, ultimately increasing overall efficiency.
- Increased overall safety by conducting thorough inspections of tire condition before installation.
- Streamlined communication between team members, resulting in improved collaboration and faster completion times for larger projects.
- Ensured accurate record-keeping practices, tracking job progress and documenting any necessary follow-up actions for each client''s vehicle.
- Skillfully navigated challenging situations, such as working with difficult clients or troubleshooting complex issues during installation projects.
- Stayed informed about the latest advancements in tire technology, applying this knowledge when recommending products or services to customers.
- Maintained clean work environment, promoting the professional image of the business and minimizing hazards.
- Rotated, mounted and balanced tires on cars, trucks, and vans.
- Dismounted, mounted, and repaired tires according to manufacturer specifications.
- Replaced and repaired tires using best practices for safe vehicle maintenance.
- Operated machines safely and correctly, including tire changers and wheel balancers.
- Repaired tires to avoid costly replacements by patching, plugging and replacing valves.
- Serviced customer vehicles quickly and accurately to meet daily appointment schedules.
- Disposed of old tires correctly, meeting safety and environmental requirements.
- Inflated tires to prescribed PSI per load requirements to optimize tire safety.
- Inspected and maintained equipment to limit operational disruptions.
- Repaired punctures by locating leaks, removing embedded objects, and patching holes.
Education
High School Diploma -
Meadowbrook High School
North Chesterfield, VA06.1997
Skills
- Customer Service
- Problem-Solving
- Microsoft Outlook, Word, and Excel
- Customer-focused
- Customer Relations
- Time Management
- Training and mentoring
- Decision-Making
- Excellent time management skills
- Cash Handling
Timeline
Customer Service Manager
84 Lumber Company
10.2018 - Current
Tire Installer
Costco
07.2018 - Current
High School Diploma -
Meadowbrook High School
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