MICHAEL KRIESE
Aurora
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the banking and manufacturing industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
20
20
years of professional experience
Work History
Customer Service Representative Team Lead
Samuel Packaging Systems Group
04.2014 - Current
- Provided primary customer support to internal and external customers in fast-paced environment
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes
- Recommended products to customers, thoroughly explaining details
- Communicated with vendors regarding backorder availability, future inventory and special orders
- Boosted sales revenue by skillfully promoting diverse products options
- Collected customer feedback and made process changes to exceed customer satisfaction goals 100%
- Offered advice and assistance to customers, paying attention to special needs or wants
- Responded to customer requests for products, services and company information
- Answered customer telephone calls promptly to avoid on-hold wait times
- Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations
Manager
West Suburban Currency Exchange
11.2004 - 11.2013
- Achieved or exceeded financial goals on regular basis by controlling expenses, optimizing schedules and regulating inventory usage
- Onboarded new employees, including training, mentoring and new hire documentation
- Maximized performance by monitoring daily activities and mentoring team of 3 associates
- Evaluated employees' strengths and assigned tasks based upon experience and training
- Raised performance in areas of sales, management and operations by identifying and targeting areas in need of improvement
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands
- Reviewed performance data to monitor and measure productivity, goal progress and activity levels
- Delivered feedback to decision-makers regarding employee performance and training needs
- Cross-trained existing employees to maximize team agility and performance
Education
High School Diploma -
Batavia High School
Batavia, IL06.1986
Skills
- Service standard compliance
- Receiving support
- Multi-line phone talent
- Key holder experience
- Professional telephone demeanor
- Training development aptitude
- Good listening skills
- Shipping procedures understanding
- Creative problem solving
- Strategic sales knowledge
- Sales expertise
- Order fulfillment
Accomplishments
- Was awarded customer service of the year, 12/01/18
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Chosen as Subject Matter Expert for the ERP transition and named a lead trainer for other segment transitions.
- Promoted to a Team Leader of the CSR Department
- Promoted to Customer Service Supervisor of the CSR Department
Timeline
Customer Service Representative Team Lead
Samuel Packaging Systems Group
04.2014 - Current
Manager
West Suburban Currency Exchange
11.2004 - 11.2013
High School Diploma -
Batavia High School
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