KIPP BROOM
Phoenix
Summary
Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving. I am goal oriented individual that is always striving to succeed in the business world. Always eager to advance in all fields.
Bringing hardworking nature, clean driving record and solid work history in transportation positions. Proficient in operating 53' foot trucks and Reefer, or Dry Van trailers, as well as loading, securing and unloading products with maximum efficiency. Well-organized and knowledgeable in meeting customer needs, coordinating paperwork, and meeting company objectives.
Energetic and personable individual with passion for customer service and keen interest in golf industry. Possesses foundational understanding of golf terminology and equipment and demonstrates strong interpersonal and communication skills. Capable of providing excellent customer service and contributing to positive golfing experience for all patrons.
Overview
20
20
years of professional experience
Work History
CDL Truck Driver
Cr England - Global Transportation
10.2024 - Current
- Operated with safety and skill to avoid accidents and delays.
- Dropped and hooked trailers and changed configuration of equipment.
- Inspected trucks for malfunctions and reported vehicles to management for corrective action.
- Maintained daily, legible DOT log book and submitted corresponding documents.
- Utilized GPS and other navigation tools to plan routes and stay on schedule.
- Kept accurate records of cargo delivery times and vehicle maintenance to provide documentation to dispatch for billing and inventory purposes.
- Demonstrated safe driving by following regulations and safety procedures, resulting in zero accidents.
- Minimized delays by planning and adjusting routes to account for changing weather and traffic conditions.
- Inspected load security and checked for damages.
- Minimized company liability and risks to loads by obeying traffic laws.
Customer Service Representative
Carvana
07.2023 - 10.2024
- Provided excellent quality customer service by patiently listening and communicating company policies with empathy
- Maintained a positive attitude at all times in a fast-paced environment
- Received a positive feedback rating of 96% based on customer satisfaction surveys
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Cdl A driver
Contractors Wardrobe
10.2022 - 06.2023
- Drive and operate trucks
- Follow instructions; locate and read location and road maps
- Pre-inspect truck
- Pick up goods and materials, verify loads for accuracy, and deliver them as instructed
- Load and unload cargo
- Responsible for basic vehicle maintenance; comply with all safe work practices, policies, and processes at all times
- Complete and verify paperwork for accuracy
- Update job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organization
Cdl A driver
Western Express
06.2022 - 08.2022
- Drive and operate trucks
- Follow instructions; locate and read location and road maps
- Pre-inspect truck
- Pick up goods and materials, verify loads for accuracy, and deliver them as instructed
- Load and unload cargo
- Responsible for basic vehicle maintenance; comply with all safe work practices, policies, and processes at all times
- Complete and verify paperwork for accuracy
- Update job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organization
Cdl A driver
CR England
05.2022 - 06.2022
- Drive and operate trucks
- Follow instructions; locate and read location and road maps
- Pre-inspect truck
- Pick up goods and materials, verify loads for accuracy, and deliver them as instructed
- Load and unload cargo
- Responsible for basic vehicle maintenance; comply with all safe work practices, policies, and processes at all times
- Complete and verify paperwork for accuracy
- Update job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organization
Business Escalations Supervisor
JP Morgan Chase
10.2017 - 01.2019
- Company Overview: Tempe
- Approach escalated problems logically and with good judgment to ensure the appropriate customer outcome with the accounts that are assigned
- Make appropriate decisions on behalf of the customer quickly and effectively
- While prioritizing work to ensure efficiency
- Strong decision-making skills are used to come to the proper conclusion
- Advanced experience researching and resolving customer issues from their transaction history
- Familiarity with multiple browsers, multiple tabs, window navigation and instant messenger tools to communicate internally
- Fluency in Windows Operating Systems and Microsoft Office tools
- Critical thinker and ability to make independent judgement while providing accuracy and attention to detail
- Required to abide by all applicable regulatory and department practices and procedures
- Up sale self-service options to educate customer on tools per their account
- Tempe
Tech Lead
Asurion
06.2013 - 01.2017
- Company Overview: Phoenix
- Answered an average of 100 calls per day by addressing customer inquiries, solving problems and providing new Product information
- Described product to customers and accurately explained details and care of merchandise
- Cross-trained and backed up other customer service managers
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals
- Managed work flow to exceed quality service goals
- Managed call flow and responded to technical support needs of customers
- Phoenix
Customer Service
Ikon
09.2010 - 06.2013
- Company Overview: Tempe
- Daily support of printers and copy machines
- Provided on-call support for critical issues
- Responds to customer support requests and ensures that they are resolved quickly, accurately, and professionally
- Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access
- Tempe
Delivery Specialist
IntelliQuick
08.2007 - 08.2009
- Company Overview: Phoenix
- Contacted customers prior to delivery to confirm and coordinate delivery times
- Recorded each delivery using the proper paperwork before leaving the warehouse
- Assigned and recorded job numbers for 10 jobs per shift
- Loaded truck and properly secured items to prevent damage during transportation
- Submitted receipts and money received from deliveries at the end of each shift
- Completed all necessary paperwork using neat and legible handwriting
- Contacted customers prior to delivery to confirm and coordinate delivery times
- Certified to handle hospital specimens and blood samples
- Phoenix
Customer Service
Metro PCS
05.2005 - 08.2007
- Company Overview: Tempe
- Handled inbound promotions including; reactivations, plan upgrades or downgrades, adding features to the plan or disconnecting accounts
- Proven ability to handle large volume calls in a professional and courteous manner
- Routinely answered customer questions regarding merchandise and pricing
- Asked open-ended questions to assess customer needs
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests
- Answered an average of 90 calls per day by addressing customer inquiries, solving problems and providing new product information
- Tempe
Education
CDL License - Trucking
Cr England
Salt Lake City, UT05-2022
High School Diploma -
South Mountain High School
Phoenix, Arizona05-2004
Skills
- Creative problem solver
- Adherence to high customer service standards
- MS Windows proficient
- Customer-focused
- Exceptional communication skills
- Customer Relationship Management Software (CRM)
- Quick learner
- Call center metrics decoding aptitude
- Customer service award
- Adheres to customer service procedures
- Strong work ethic
- Commercial driving
- Safe driving
- Class A commercial Driver's license
- DOT compliance
- Clean MVR
- Customer service excellence
- Customer service orientation
- Customer service oversight
- Delivers exceptional customer service
Timeline
CDL Truck Driver
Cr England - Global Transportation
10.2024 - Current
Customer Service Representative
Carvana
07.2023 - 10.2024
Cdl A driver
Contractors Wardrobe
10.2022 - 06.2023
Cdl A driver
Western Express
06.2022 - 08.2022
Cdl A driver
CR England
05.2022 - 06.2022
Business Escalations Supervisor
JP Morgan Chase
10.2017 - 01.2019
Tech Lead
Asurion
06.2013 - 01.2017
Customer Service
Ikon
09.2010 - 06.2013
Delivery Specialist
IntelliQuick
08.2007 - 08.2009
Customer Service
Metro PCS
05.2005 - 08.2007
CDL License - Trucking
Cr England
High School Diploma -
South Mountain High School
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