Jeffrey Kramer Sr
Dover
Summary
Adept at enhancing customer satisfaction, I leveraged my expertise in cash management and unwavering patience to elevate service standards at Highmark Blue Cross Blue Shield, resulting in a notable increase in client loyalty. My proactive approach and ability to resolve complaints with empathy have been pivotal in achieving operational excellence.
Overview
23
23
years of professional experience
Work History
Customer Service, Cashier
Penn Entertainment, Hollywood Casino York
09.2024 - Current
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
- Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
Delivery Driver
Fisher Auto Parts
01.2021 - 09.2024
- Delivered packages to customer doorsteps and business offices.
- Completed on-time deliveries by choosing best and most efficient routes.
- Improved customer satisfaction by ensuring timely and accurate deliveries of products.
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
- Operated vehicle safely in highly congested areas with no traffic violations.
- Completed rush deliveries on tight timetables to satisfy customer needs.
- Loaded truck and properly secured items to prevent damage for deliveries.
- Managed customer inquiries and complaints in polite and professional manner.
- Enhanced delivery efficiency by optimizing routes using GPS navigation and mapping tools.
- Verified accuracy of all deliveries against order forms.
Concession Stand Lead
Delaware North Sportservice
03.2019 - 07.2022
- Optimized staff performance by offering comprehensive training programs, ongoing coaching, and constructive feedback.
- Ensured compliance with local health department regulations through meticulous adherence to guidelines on food storage, preparation, and sanitation practices.
- Proactively addressed equipment maintenance needs by conducting regular inspections, troubleshooting issues, and coordinating repairs when necessary.
- Implemented cost-saving measures in product sourcing and vendor negotiations, resulting in reduced operational expenses without compromising quality.
- Reduced wait times for customers with efficient handling of cash transactions and speedy food preparation techniques.
Customer Service Representative
Highmark Blue Cross Blue Shield
01.2009 - 03.2016
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Service Delivery Supervisor
OfficeMax
09.2001 - 12.2008
- Ensured adherence to company policies and procedures by monitoring compliance within the team.
- Implemented new service delivery strategies that resulted in higher customer satisfaction scores.
- Managed escalations effectively, resolving issues promptly while maintaining positive client relationships.
- Collaborated with internal stakeholders to develop tailored solutions for complex client needs.
- Managed staff training and development programs to continuously improve team capabilities.
- Developed strong relationships with clients, leading to increased satisfaction and retention rates.
- Increased overall productivity through effective workload distribution among team members.
Education
High School Diploma -
Dauphin County Vo-Tech
Harrisburg, PA06-1980
Skills
- Customer service
- Customer satisfaction
- Reliability and punctuality
- Patience and composure
- Cash handling
- Cash register operation
- Guest services
- Cash management
Timeline
Customer Service, Cashier
Penn Entertainment, Hollywood Casino York
09.2024 - Current
Delivery Driver
Fisher Auto Parts
01.2021 - 09.2024
Concession Stand Lead
Delaware North Sportservice
03.2019 - 07.2022
Customer Service Representative
Highmark Blue Cross Blue Shield
01.2009 - 03.2016
Service Delivery Supervisor
OfficeMax
09.2001 - 12.2008
High School Diploma -
Dauphin County Vo-Tech
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