Robert King938 Main St, Waltham, MA 02451

617-631-5103 rking429@yahoo.com

SummaryTo obtain a dynamic and challenging position that utilizes my extensive professional experiences, management strengths and customer focused skill set.

Skill Highlights Strong customer focus and personal support in person and via teleconference. Expert troubleshooting and providing customer resolutions within established business practices

and policies. Actively engage with diverse teams across multiple environments. Seasoned in conflict resolution and team building. Multitasking across projects within budget and tight timelines. Meeting and exceeding performance targets. Support and mentor the training of new hires. Effective communication to enhance business objectives.

Key Career Accomplishments Quality communication with internal and external stakeholders. Supportive interactions with customer service agents by newsletter and by telephone to assist in

product knowledge queries. Clarify the status of orders and to escalate call handling with clients across all 50 states and

world-wide. Focused and proven customer assistance support. Principal client contact on multiple key accounts. Successful completion of all assigned tasks, working overtime as needed. Multi-tasking to ensure orders are fulfilled and delivered against service level agreements. Process customer calls and written requests for on-going project metric collection to maximize

customer flow and new business retention.

Professional ExperienceCommercial Sales Manager Dec 2014 to CurrentAutoZone – Allston, MA

Support the training and development of commercial drivers, commercial specialists, and other AutoZone employees.

Maintains billing records for commercial accounts. Visits commercial accounts and ensures accounts are serviced and deliveries are made as promised. Follows established cash handling duties, deposits, collecting on accounts, and lane accountability. Develop new accounts through face to face and telephone contact with potential customers. Utilizes database to help customers locate merchandise or find suitable alternatives. Ensures all company policies, and loss prevention procedures are followed. Maintains a safe working environment while ensuring employees are implementing those practices

including PPE (Personal Protective Equipment). Ensure appropriate delivery documentation is generated for each delivery. Processes returns and reconciles accounts and claim procedures.

Communicates AutoZone employee issues and concerns to the assistant store manager and/or store manager in a timely and confidential manner.

Customer Service/Commercial Delivery Driver Nov 2013 to Dec 2014AutoZone - Allston, MA

Strong customer focus and support across commercial accounts and with private individuals ordering automotive parts.

Tactical price negotiating. Pick-up and delivery of parts and products from retail stores and approved vendors to

commercial customers. Collect commercial account payments per company protocol. Coordinate multiple inventory control procedures with larger teams. Unload truck/stock merchandise in retail store. Support customers with installing wipers, battery, lights, and vehicle diagnostic checks, as

needed.

Owner and Principal Operator Jun 2008 to CurrentMove That King - Waltham, MA

Coordinate moves for both private individuals and small-businesses. Post advertising for business promotion and marketing. Exceptional customer service skills to ensure expectations are exceeded. Punctual pick up of customer when needed, as a value-added service, at designated location at

time scheduled. Demonstrate a consistent approach in dealing with clients and taking personal responsibility for

addressing problems and concerns.

Pet Care Operations Specialist Dec 2013 to Dec 2014PetSmart - Cambridge, MA

Maintain and ensure safety of pet kennels and play areas in a retail pet store hotel. Monitor, engage and care for individual and group time doggie day camp. Administer pets approved diets at appropriate and specific feeding times. Ensure a clean and safe environment for pet guests.

Customer Service and Sales Representative Mar 2012 to Jul 2012Starwood Hotels and Resorts - Fall River, MA

Successfully field and address a high volume of inbound calls across 9 brands. Up-sell products and successfully market available services to guests. Attend Service Culture training to maintain and expand client-focused skills. Graduated and began actual work after only 3 weeks of CS training with 90% scores.

Order Picker and Assembler Jul 2011 to Mar 2012Advanced Career Services - Fall River, MA

S Rothschild and Company: Select merchandise based on invoice and supervisor within tight timelines. Coordinate the grouping of specific orders from warehouse to the packing area. Architectural Star Lighting: Commercial Lighting Assembler Support teams with commercial lighting work order. Work individually as a problem-solver and on a team based production line.

Senior Customer Service Representative Oct 2001 to Jun 2009Massachusetts Medical Society - Waltham, MA

Answer a high volume of institutional and agent incoming e-mails relating to 12 subscription journals, Continuing Medical Education (CME), medical seminars and ancillary products.

Assist customers with NEJM on-line products, Journal Watch, AIDS Clinical Care and CME Expedite phone calls, e-mail, fax and written correspondence ranging from order status, ordering, cancelling and subscription discrepancies to providing product policy, pricing information for individuals and subscription agents worldwide.

Perform complex reconciliations requested by our Germany office and subscription agencies. Verify and approve department refunds. Provide support, resolves issues, and ensure orders are fulfilled and delivered with service level

agreements. Developed content for the training manual for entering NEJM Site License.

Lead Customer Service Representative Mar 1992 to Oct 2001Merck-Medco Rx Inc - Wilmington, MA

Led a dynamic team of 21 customer service representatives in a mail service prescription drug company.

Worked in association with the supervisor to coach, develop, and reinforce skills of individual team members.

Resolve and mediate a large volume of escalated supervisor calls originating from a total of 42 customer service representatives.

Assist in training of new call center employees. Assist and support of Account Service Representatives with any client concerns pertaining to

both retail and mail service issues. Served as the principal contact person for Group Insurance Commission, Blue Cross and Blue

Shield of Massachusetts and the Ohio Call Center. Co-authored departmental newsletters informing representatives of current issues and advising

them on the most effective method of issue resolution.