Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Certification
Timeline
Generic

Darryl Fernanadez

Bradford

Summary

Dynamic Customer Service Representative with proven expertise at Jade Equipment Company, excelling in complaint resolution and customer relationship management. Demonstrated ability to enhance customer loyalty through empathetic service and effective upselling. Skilled in inventory control and order processing, ensuring operational efficiency and satisfaction. Committed to delivering quality solutions and fostering positive client interactions.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Elvaan Equipment Solution Formerly Jade Equipment
05.2010 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Create purchase orders for all vendors and locate aftermarket vendor for product that has been discontinued by OEM.
  • Coordinate with machine shop to fabricate discontinued parts.
  • Managing Inventory Control
  • Download pricing from CDK and upload into computer system.
  • Shipping, receiving and inventory cycle counts.
  • Responsible for placing order to all vendors.
  • Receiving parts into the system and allocate to customer order.
  • Approved invoice for payment when parts received.
  • File customer and vendor invoices.
  • Invoice customer's shipment daily.
  • Create work order for the shop
  • Receive and allocate parts to appropriate work orders.
  • Give parts to mechanics
  • Go over work orders when work is complete and approve for invoicing.
  • Monthly closing of customer orders and work orders

Customer Service Representative

ADF Diesel
05.2007 - 05.2010
  • Manage over the counter customer sales in order to optimize and sustain sales performance, profitability and customer satisfaction.
  • Read computer displays, catalogues, microfiche viewers in order to determine replacement part numbers, prices & availability.
  • Determine replacement parts required, according to inspection of old parts, customer requests or customer descriptions of malfunctions.
  • Receive & fill customer telephone orders from stock.
  • Fill walk-in customer orders from stock.
  • Place back orders and follow up on back orders with other stores.
  • Prepare quotes, orders & invoices.
  • Receive payment by credit card or cheques and process.
  • Obtain credit releases as and when necessary.
  • Advise customers of substitution or modifications of parts when identical replacement is not available.
  • Examine return parts for defects and exchange defective parts and issue refund.
  • Prepare work order summaries by consolidating labor costs, parts consumed, supplies & local purchases.
  • Invoice according to quotation or as guided by the manager concerned.
  • Aid in office administration work.
  • Maintain and develop existing and new customers through appropriate propositions and ethical sales methods, and relevant internal liaison, to optimize quality of service, business growth, and customer and satisfaction.
  • Prepare documents, such as work orders, bills of lading, and shipping orders to route materials.
  • Time manage daily activities of the warehousing department.
  • Coordinate activities between warehousing staff & inside parts sales division.
  • Coordinate with warehousing staff, bills of lading, invoices, orders, and other records to determine shipping priorities.
  • Oversees incoming and outgoing shipping activities to ensure accuracy, completeness, and condition of shipments.
  • Confer and correspond with establishment representatives to rectify problems, such as damages, shortages, and nonconformance to specifications.
  • Allocate warehousing staff daily/weekly rolling inventory count to ensure inventory accuracy.
  • Ensure warehouse is clean and well organized for peak performance.

Education

High School Diploma -

St. Patrick High School

Skills

  • Customer service
  • Critical thinking
  • Product knowledge
  • Paperwork processing
  • Documentation
  • Order processing
  • Customer relationship management (CRM)
  • Quality control
  • Product and service solutions
  • Coordination
  • Sales expertise
  • Complaint resolution
  • Complaint handling
  • Payment processing
  • Professional telephone demeanor
  • Customer satisfaction measurement

Accomplishments

  • Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
  • Collaborated with team of 15 people in the development of product lines and vendors.
  • Achieved 95% by completing tasks with accuracy and efficiency.


Languages

English
Full Professional

Certification



  • Madonna Parochial School- Blueprint Reading Certificate
  • Motorite - In house Inventory Management Upgrading Certificate
  • AE Clevite - Heavy Duty Specialist Certificate
  • McCord Gasket Specialist Certificate
  • Forklift Training Certificate
  • CPR Certificate
  • Good knowledge of AS/400, Lotus, Ami Pro (word processing)
  • AE Clevite Laptop training courses, 98.5% grade level
  • Jade Equipment - CDK Computer System

Timeline

Customer Service Representative

Elvaan Equipment Solution Formerly Jade Equipment
05.2010 - Current

Customer Service Representative

ADF Diesel
05.2007 - 05.2010

High School Diploma -

St. Patrick High School

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Darryl Fernanadez