Robert Mauldin
Norcross
Summary
Experienced Customer Service Agent with a proven track record of delivering exceptional support and fostering positive customer relationships. Skilled in handling inquiries, resolving issues, and ensuring customer satisfaction. Proficient in navigating complex systems and procedures to provide efficient assistance. Strong communicator with a focus on problem-solving and achieving results.
Overview
20
20
years of professional experience
Work History
Pharmacy Tech
Walgreens
01.2024 - Current
- Process and fill prescriptions accurately and efficiently according to Walgreens' protocols
- Maintain inventory levels by restocking medications and supplies as needed
- Assist pharmacists in compounding medications and preparing IV solutions
- Provide exceptional customer service by addressing inquiries and concerns in a professional manner
- Revamped prescription filling process, enhancing efficiency and accuracy
- Implemented innovative strategies to enhance customer service experience
- Recognized for exemplary performance in maintaining compliance with pharmacy regulations
Customer Experience Manager
CarMax
Norcross
05.2022 - 12.2024
- Engaged with customers online and over the phone to address inquiries, provide assistance, and confirm appointments, ensuring optimal customer support
- Directed incoming calls to the appropriate department or personnel, effectively triaging customer concerns for prompt resolution
- Executed administrative duties encompassing payment processing and database updates within CarMax systems, ensuring accurate and up-to-date records
- Boosted customer satisfaction ratings by 15% through proactive engagement and personalized assistance strategies
- Enhanced customer engagement and loyalty through tailored solutions and empathetic support, resulting in numerous positive testimonials and referrals
- Spearheaded training sessions for new hires on customer service protocols, contributing to a cohesive team environment and ensuring consistent service standards
- Achieved a 25% increase in efficiency in call triaging by implementing a new system for categorizing and routing inquiries
- Recognized by management for outstanding performance, receiving multiple Customer Service Awards in acknowledgment of dedication and excellence
Flooring Specialist
Lowe's
Atlanta
12.2017 - 05.2022
- Advised customers on flooring options, explaining specifications and features to facilitate informed decision-making
- Provided exceptional consultative services to ensure customers' needs were thoroughly understood and met
- Streamlined project execution procedures, leading to improved efficiency and reduced turnaround times
- Achieved a 20% increase in sales by effectively communicating the features and benefits of premium flooring products to customers
- Enhanced product knowledge among team members through personalized training sessions and workshops
- Introduced innovative display techniques that effectively showcased the quality and variety of available flooring options
- Fostered strong relationships with suppliers, ensuring timely delivery of materials and maintaining product quality standards
Millwork Specialist
Home Depot
Daphne
09.2012 - 12.2017
- Provided exceptional customer service by guiding customers to products and addressing inquiries about merchandise
- Assisted customers in making informed purchase decisions based on their needs and preferences
- Revamped the millwork display layout to optimize product visibility and create a more engaging shopping experience for customers
- Increased millwork sales by 15% through proactive engagement with customers and effective product recommendations
- Introduced a customer feedback system for the millwork department, gathering valuable insights for improving service quality
Shift Manager
Taco Bell
Mobile
06.2005 - 08.2012
- Delegated tasks to restaurant staff, ensuring alignment with operational goals and standards
- Supervised staff performance, providing guidance and feedback to enhance efficiency and customer satisfaction
- Boosted staff productivity by 20% through effective delegation and streamlined workflow implementation
- Introduced a feedback system for diners, resulting in valuable insights for service improvements
- Developed and implemented crisis management protocols, ensuring smooth operations during unexpected situations
Education
High school or equivalent - English
S.S. Murphy High School
Mobile, AL06.1995
Skills
- Customer Service
- Communication
- Active Listening
- Adaptability
- Multitasking
- Critical Thinking
- Customer Retention
- Team Collaboration
- Customer Focus
- Time Management
- Decision Making
- Positive Attitude
- Organizational Skills
- Attention to Detail
- Conflict Resolution
- Negotiation
- Problem-Solving
- Analytical Thinking
- Self-Motivation
- Stress Management
Awards
Customer Service Awards, 02/01/19, I received a total of 4 customer service awards last year.
Timeline
Pharmacy Tech
Walgreens
01.2024 - Current
Customer Experience Manager
CarMax
05.2022 - 12.2024
Flooring Specialist
Lowe's
12.2017 - 05.2022
Millwork Specialist
Home Depot
09.2012 - 12.2017
Shift Manager
Taco Bell
06.2005 - 08.2012
High school or equivalent - English
S.S. Murphy High School