James Crawford
Oceanside,CA
Summary
Dedicated and knowledgeable individual with vast experience providing customer service to a wide variety of clients. Proven ability to quickly assess customers needs and provide appropriate solutions. Skilled in resolving customer issues, managing customer relations, and providing detailed product knowledge. Committed to streamlining processes to improve customer service efficiency and satisfaction.
Overview
8
8
years of professional experience
Work History
Senior Customer service specialist lead (D2C)
Taylormade Golf company
09.2022
- Evolved customer service on boarding process and headed up classroom style training for Taylormade specific product, Oracle EBS, SFCC, Microsoft dynamics CRM, TM Direct, TCP, AJGA, and Misc programs and portals used for B2b/D2C customer service
- Acted as main point of contact for any internal Oracle EBS order entry training
- Created numerous training SOP/SOW documents and narrated videos
- Conduct monthly call reviews paired with personalized follow up’s highlighting and outlining continuous training opportunities
- Contributor to case escalation in crm responsible for identifying what specific call categories are causing cs agents to not drive one call resolution -creating targeted training to build cs agent knowledge
- Responsible for any escalated service scenarios
- Occasionally lead eCommerce weekly meetings and round up’s with online support and CRM team
- Expert on all CS systems used by customer service specialist
- Lead contact for day to day inquires for D2c and B2b contact takers
- Rising star award winner.
Customer service specialist (D2C)
TaylorMade Golf Company
08.2021 - 09.2022
- Assist customers with various golf related inquires by staying up to date on new product, programs and D2C promotions
- Mastered utilization of programs: Oracle EBS, MS Dynamics CRM, SFCC, and misc. Ecommerce specific programs to resolve customer inquiries creatively and efficiently
- Assisted with Ecommerce Order book management.
Assistant Manager
Worldwide Golf Shops
08.2019 - 02.2021
- Work Daily With all Major Golf Manufactures to order product, place special orders and set up warranty claims
- Managed a four-man sales team by utilizing excellent communication skills to create a fun work environment while still being able to motivate staff and keep them up to date on new product
- Responsible for determining sales trends, assisting in ordering inventory, managing inventory and buying and pricing of used golf club
- Responsible for employee scheduling and payroll – logging daily commission reports into organized excel spreadsheets
- Cross – trained and coordinated scheduling with team members promoting seamless service
- Trained new employees to ensure alignment with company goals, polices and procedures
- Attended Multiple Vendor Training seminars to ensure I was up to date with all new Golf Product
- Assisted with 3% Gross profit increase from 2019-2020.
Sales and Keyholder
Worldwide Golf Shops
09.2014 - 08.2019
- Worked directly with vendors to gain product knowledge and effectively articulate sales points to customers
- Built close customer relations by consistently staying up to date on new product and providing quality recommendations based around customers personalized needs
- Responsible for the receiving and merchandising of inventory in the clothing and shoe department at “Golf Mart Encinitas”
- Demonstrated accuracy and speed when handling currency and credit transactions
- Resolved issues with defective product by working directly with vendors to obtain credit memos
- Able to resolve customer complaints and answer questions to ensure complete customer satisfaction.
Education
Completed My CDA ( Child Development Associate Certification) Training Course And Obtained My Certificate in Early Childhood Development.
High school diploma -
Oceanside High School
Oceanside, CA06.2014
Skills
- Exceptional written and verbal skills
- Proficient in customer relations
- 9 years of customer service experience
- Proficient in the usage of MS Dynamics, Oracle, And SFCC
- Self-motivated with the ability to calmly and confidently thrive in a multitude of environments
- Proficient in the usage of Microsoft office applications
- Strong interpersonal skills with an emphasis on communication, reliability, and leadership
Activities
- I’ve completed over 20+ hours of community service at the boys and girls club in oceanside, Ca.
- Freelance modeling and modeling for the clothing company Linksoul
Timeline
Senior Customer service specialist lead (D2C)
Taylormade Golf company
09.2022
Customer service specialist (D2C)
TaylorMade Golf Company
08.2021 - 09.2022
Assistant Manager
Worldwide Golf Shops
08.2019 - 02.2021
Sales and Keyholder
Worldwide Golf Shops
09.2014 - 08.2019
Completed My CDA ( Child Development Associate Certification) Training Course And Obtained My Certificate in Early Childhood Development.
High school diploma -
Oceanside High School
Similar Profiles
Adrienne RoblesAdrienne Robles
Desktop Support Technician at TaylorMade Golf CompanyDesktop Support Technician at TaylorMade Golf Company
Lance IbesateLance Ibesate
Planning Analyst - Golf Ball Operations at TaylorMade Golf CompanyPlanning Analyst - Golf Ball Operations at TaylorMade Golf Company
David VelardeDavid Velarde
Maintenance Technician at TaylorMade Golf CompanyMaintenance Technician at TaylorMade Golf Company