Kevin Garner Email and Phone Number

 Cultivate exceptional multitasking skills within a high-volume call setting, exemplifying adept leadership for both Customer Service and Inside Sales Teams, resulting in promotion to Team Lead to oversee a staff of 11 Representatives.  Deliver valuable feedback, innovative ideas, and strategic guidance on phone & email etiquette, fostering a professional, action-driven work environment, optimizing customer experience, and achieving customer retention.  Industrialize agendas for bi-monthly Level 10 meetings, fostering an open forum for Representatives to contribute ideas and streamline department processes, leading to a notable increase of work productivity by 11%. Lead quarterly CSR reviews and check-ins, driving a commitment to continuous improvement in team performance. Collaborate with management to establish and implement a comprehensive "scorecard" of benchmarks for Representatives, systematically tracking calls, emails, and follow-ups while effectively addressing ICARs (CSR errors). Manage the distribution of incoming Purchase Orders (POs) and guarantee prompt acknowledgment emails to customers.Key Achievements:  Resolved escalations, resulting in "wins" that saved $46K+ in potential lost sales and prevented negative reviews on social media. Worked to streamline the Sample program, aligning with the Company's Core Value of "Ease of Doing Business," resulting in enhanced overall customer experience. Strengthened adherence to Company core values within the team, placing a strong emphasis on being "Customer Driven" and fostering the spirit of "In This Together," which consistently prioritized customer needs in alignment with the organizational values. Set monthly goals and conducted comprehensive reviews of Key Performance Indicators (KPIs) during Monthly CSR/Inside Sales Meetings, ensuring alignment with organizational objectives. Voted and awarded as the "Employee of the Month" in November 2021, January 2024 through peer voting.

• Functioned as liaison between Sales Desk and Warehouse Operations for over 490,000 maintenance repair, operation industrial products, and SKUs• Reviewed product specifications, processed returns and repairs for incorrect and/or damaged material, and ensured the customer receives material to meet application needs• Generated individualized customer-focused strategies to address unique customer issues by providing viable solutions based on research and data analysis• Worked directly with freight and parcel carriers to move material to and from both vendor and customer in the most cost-effective and direct means possible resulting in a 7-10% savings on freight costs • Trained new department team members on operational procedures and systems