Paul Leary
Abingdon
Summary
Adept Supervisor with a robust background in staff management and process improvement, honed at Fray's Donuts. Excelled in operations management and complex problem-solving, effectively elevating team productivity and streamlining workflows. Proven expertise in inventory control and data analytics, driving efficient business development and project execution.
Professional in customer support with strong communication and problem-solving skills. Adept at managing inquiries, resolving issues, and ensuring customer satisfaction. Known for teamwork, adaptability, and achieving results under changing conditions. Skilled in conflict resolution, empathy, and time management.
Overview
13
13
years of professional experience
Work History
Customer Care Representative
Kelly Benefits
05.2024 - Current
- Resolved customer inquiries through various communication channels, ensuring high levels of satisfaction.
- Managed account updates and service requests in CRM system to enhance operational efficiency.
- Collaborated with team members to streamline processes, improving response times for customer issues.
- Provided training and support to new staff, fostering a knowledgeable and efficient team environment.
Supervisor
Fray's Donuts
02.2020 - 07.2023
- Trained new employees on company policies, procedures and work ethics.
- Supervised and coordinated activities of staff to ensure compliance with established policies, procedures, and standards.
- Delegated tasks to team members according to individual strengths.
- Oversaw the training of new employees on job responsibilities and expectations.
- Ensured that safety protocols were followed at all times by all staff members.
- Communicated employee, customer and workplace needs to managers.
- Resolved conflicts between team members and departments.
- Answered customer questions and made product recommendations according to needs.
- Inspected work environment for health and safety hazards and reported findings to manager.
- Initiated creative solutions to resolve customer complaints and issues.
- Taught company procedures to new employees and increased progress by identifying areas of weakness.
- Received product deliveries and moved materials to designated workplace locations.
- Streamlined workflow processes to reduce costs and improve productivity.
Associate
Dunkin Donuts
09.2019 - 02.2020
- Developed strong customer service skills through daily interactions with customers.
- Trained new employees on basic customer service techniques and procedures.
- Operated cash register to process cash, check and credit transactions.
- Assisted with inventory by identifying and marking items for removal from shelves or storage areas.
- Participated in team meetings, providing insights to improve operations.
- Arranged new merchandise with signage and appealing displays to encourage customer sales.
- Separated cash, charge slips and coupons to balance drawers.
Repair Technician
ATS Electronic repair
04.2016 - 09.2019
- Replaced worn or damaged parts with new ones according to manufacturer specifications.
- Generated reports detailing cost estimates associated with repairs based upon labor hours required.
- Ordered necessary parts to replace faulty or worn-out parts.
- Calibrated instruments in accordance with factory standards to ensure accuracy of readings.
- Inspected tested machinery and equipment to diagnose machine malfunctions.
- Repaired defective parts by using hand tools such as soldering irons and drills.
- Researched and identified solutions to customer repair issues.
- Utilized testing equipment to diagnose and repair reported issues.
- Investigated problems reported by customers regarding their equipment's performance or functionality.
- Used diagnostic tools to identify issues and evaluate available information.
Closer
Advanced Data Associates
06.2013 - 04.2016
- Maintained an organized filing system for all documents associated with each transaction.
- Reviewed closing paperwork for confirmation of adherence to federal and state regulations.
- Prepared settlement statements accurately reflecting monies due at closing.
- Maintained a high level of professionalism in all customer interactions by providing accurate information and excellent customer service.
- Provided guidance and assistance throughout the entire closing process from initial contact through post-closing follow up.
Education
High School Diploma -
Perry Hall High School
Maryland06.2003
Skills
- Business Development
- Process Improvement
- Staff Management
- Data Analytics
- Inventory Control
- Operations Management
- Project Management
- Goal-Oriented
- Complex Problem-Solving
- Problem Solving
- Customer service
- Inbound customer service
- Data entry
- Call center experience
- Complaint handling
- Problem resolution
- Customer relations
- First call resolution
- Product knowledge
- Conflict mediation
Timeline
Customer Care Representative
Kelly Benefits
05.2024 - Current
Supervisor
Fray's Donuts
02.2020 - 07.2023
Associate
Dunkin Donuts
09.2019 - 02.2020
Repair Technician
ATS Electronic repair
04.2016 - 09.2019
Closer
Advanced Data Associates
06.2013 - 04.2016
High School Diploma -
Perry Hall High School