GENE PLEAS
CHARLOTTE
Summary
A thorough professional who can maximize relationships utilizing strong interpersonal and communication skills. Adept at customer service, relationship management, sales, compliance, fact-finding, and due diligence research.
Overview
13
13
years of professional experience
Work History
Customer Experience Specialist
Mecklenburg County
12.2023 - Current
- Greet, direct and screen customers for accessibility to all HHS programs and services helping as required
- Act as an initial point of contact for the HHS walk-in customer
- Assisting customers with check-in
- Directing customer to building amenities or waiting area
- Identifying situations requiring escalation (to liaison, case worker, management, etc.)
- Deescalate situations
- Intuitive to read the environment and respond appropriately
- Authentic interactions with customers
- Observant and aware of surroundings
- Must remain informed and knowledgeable of all programs and services offered within CRC including those offered by Community Organizations
- Maintain personal and professional competency via trainings
- Ensure agency guests are appropriately directed and staff are notified
- Interview and screen customers to understand their specific needs
- Determine which workflow steps and processes are needed to fulfill the customer’s needs to help ensure that the customer’s transactions are efficient and effective
- Respond in a timely manner and communicate clearly and accurately
- Maintain dialog with customers regarding expectations and experiences and use this feedback to improve service delivery
- Utilize Language Assistance staff and devices to effectively communicate with LEP and other customers
- Recognize when requests must be escalated and follow policies and procedures to ensure the customer receives communication regarding resolution
- Collaborate with staff to ensure the customer workflow is efficient and successful
- Keep current with CRC process changes and ensure that customer communications reflect the correct and current protocols
- Collaborate with staff to function in support of each other to achieve the mission of HHS and Mecklenburg County
- Assist with additional lobby services as needed (including, but not limited to, the Document Counter, Kids’ Corner, Food Pantry, and Computer Room)
- Maintain a professional environment
- Ensure the lobby is clean, safe, and operationally ready
- Maintain county standards in professional appearance
- Ensure wheelchairs and other equipment is properly maintained and secured
Collision Center Manager
Hendrick Automotive Group
12.2022 - 01.2023
- Directs the work activities of the automotive body shop employees
- You will ensure deadlines are met, maintain high productivity levels, and provide exceptional service for customers
- Distribute daily work flow
- Oversee shop and effectively communicate with technicians
- Demonstrate positive work attitude in a team atmosphere
- Manage employee attendance and performance
- Invoicing as needed
- Effective management while meeting and exceeding all KPIs
- Maximizing the use of all available resources
- Delivering a positive customer experience
- Anticipating, identifying, meeting, and exceeding customer needs
- Working with customers as well as insurance companies to the highest ethical and professional standards to build long-term profitable relationships
- Identifying opportunities for reducing waste/inefficiency or improving quality
- Finding opportunities to manage, coach and develop colleagues
- Identifying and recruiting new talent
Maintenance and Violations Coordinator
Elite Management Services
04.2022 - 12.2022
- Receive and input all maintenance requests for Home Owner Associations in multiple states, procuring the correct vendors for needed services
- Receive and input all reported violations for Home Owner Associations in multiple states, creating and documenting all mailings for each violation
- Create and maintain all tracking spreadsheets for Service Requests, Work Orders, Violation letters, and communications of homeowners, service vendors, and Property Managers
- Source vendors for capital projects, collecting Quote Requests to submit to Home Owner Association Board of Directors
- Create Standard Operating Procedures for various departments as needed
Parts Delivery Driver
Hendrick Automotive Group
05.2021 - 04.2022
- Accounted for delivery of car/truck parts, supplies, and other dealership items
- Maintain knowledge of principles and processes for providing customer and personal services
- This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
- Responsible for customer orders and sales contracts according to company guidelines
- Tactfully listen to and resolve customer complaints regarding products or services
- Record sales or delivery information on daily sales or delivery records
- Arrange merchandise and sales promotion displays or issue sales promotion materials to customers
Meat Cutter
SE Grocers
06.2020 - 04.2021
- Provide continuous attention to customer needs
- Prepare and package food products and process customer orders to their specifications
- Process fresh meats, smoked meats, seafood, random weight, lunchmeat, frozen food, and salted meats to production standards
- Receive and break down meat deliveries
- Utilize peak time performance cutting lists to cut and trim all products as directed by company standards
- Observe local, state, and government weights and measure laws, sanitation standards
- Observe safety standards while working with power equipment
Administrative Support Coordinator
Mecklenburg County Assessor's Office
10.2018 - 04.2020
- Promptly respond to all taxpayer inquiries regarding BER appeals
- Determine the timeliness of BER appeal applications
- Manage attendance reporting and payment vouchers for BER members
- Produce detailed Quality Control spreadsheets/reports for the BER
- Facilitate BER room set up for hearings
- Manage the docket (capturing decisions) and audio recordings for each BER hearing
- Assist the Appeal Coordinator with developing and producing all appeals correspondence
- Schedule all BER appeal hearings
- Create training materials for workflow functions and BER member workshops
Assessment Analyst
Mecklenburg County Assessor's Office
04.2017 - 10.2018
- Provide high-level data entry of tax or property information for the Real property division; handle confidential material
- Comprehend, interpret, and apply procedures, policies, and reports in the Real property division
- Use computer-assisted mass appraisal (CAMA) software to review and make necessary changes to assessed properties
- Provide effective administrative support to the Revaluation Real property department
- Develop records management for field canvassing completed by Mecklenburg County appraisers
- Enter Property Tax Exemption applications into AsseesPro
- Field calls from taxpayers regarding Tax Exemptions and billing
Equipment Operator I (contract)
City of Charlotte - Solid Waste Services
04.2016 - 04.2017
- Operates levers on truck packer controls as directed by the driver or foreman; rakes and loads grass and brush collection; assures that yards are clear of refuse from containers
Vendor File Administrator
City of Charlotte
01.2014 - 03.2016
- Maintaining the Citywide Master Vendor File
- Data management, data validation, and manual data entry
- Drafting and implementing City of Charlotte policies and procedures
- Troubleshooting failure notifications and decisively completing corrective actions
- Responsible for maintaining vendor agreements for the vendor database
- Responsible for handling all issues with vendors and using vendor agreements to find solutions
- Assisted in developing vendor negotiating policies
Personal Sales Banker
Wells Fargo
01.2013 - 10.2013
- Managed customer portfolios, service relationships, and cross-sale of all products and services
- Provided a broad base of financial and credit services
- Developed and maintained relationships with Wells Fargo partners to maximize sales opportunities
- Utilized profile analysis tools to identify sales opportunities
- Made outbound calls to increase product per customer ratio
Emergency Medical Dispatcher
Convergys
08.2011 - 01.2013
- Received incoming mobile unit calls for emergency and non-emergency services
- Determine the nature of emergency calls, prioritized calls, and dispatched units established procedures
- Utilized GPS location services to determine the location of callers
- Empathized with callers during periods of extremely stressful events
Education
General Studies -
Central Piedmont Community College
01.2013
General Studies -
Pitt County Community College
Greenville, North Carolina08.2002
General Studies -
North Carolina State University
Raleigh, North Carolina08.1999
Skills
- Policy improvement
- Data Management
- Data Entry
- Multi-line phone talent
- Call Center Operations
- Understanding Customer Needs
- Teamwork and Collaboration
- Customer Service
- Customer Retention Strategies
- Quality Control
- Computer Skills
- Problem Resolution
- Customer Relations
Timeline
Customer Experience Specialist
Mecklenburg County
12.2023 - Current
Collision Center Manager
Hendrick Automotive Group
12.2022 - 01.2023
Maintenance and Violations Coordinator
Elite Management Services
04.2022 - 12.2022
Parts Delivery Driver
Hendrick Automotive Group
05.2021 - 04.2022
Meat Cutter
SE Grocers
06.2020 - 04.2021
Administrative Support Coordinator
Mecklenburg County Assessor's Office
10.2018 - 04.2020
Assessment Analyst
Mecklenburg County Assessor's Office
04.2017 - 10.2018
Equipment Operator I (contract)
City of Charlotte - Solid Waste Services
04.2016 - 04.2017
Vendor File Administrator
City of Charlotte
01.2014 - 03.2016
Personal Sales Banker
Wells Fargo
01.2013 - 10.2013
Emergency Medical Dispatcher
Convergys
08.2011 - 01.2013
General Studies -
Pitt County Community College
General Studies -
North Carolina State University
General Studies -
Central Piedmont Community College
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