Randolf Thompson

• SpotHero – Customer Service Representative (CSR)
• - Delivered exceptional, real-time support to customers navigating the SpotHero platform for parking reservations and account inquiries.
• - Resolved customer issues via phone, email, and chat, ensuring satisfaction and retention through clear communication and empathetic service.
• - Provided step-by-step technical assistance for app usage, payment troubleshooting, and account settings.
• - Escalated complex issues to Tier 2 support while maintaining detailed case notes in the CRM system.
• - Collaborated with cross-functional teams to identify customer pain points and suggest improvements to user experience.
• - Maintained knowledge of system updates and promotions to deliver accurate, timely information.
• - Consistently met or exceeded KPIs in response time, resolution time, and customer satisfaction.

- Supported customers with order placement and product inquiries.

- Handled high call volumes and escalated calls to appropriate departments.

• - Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
• - Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
• - Responded to customer requests for products, services, and company information.
• - Delivered high-quality customer service and technical support for digital banking.
• - Created training content and internal documentation.
• - Collaborated with Learning & Development to design communication training modules.
• - Provided peer coaching and feedback sessions.

• - Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
• - Managed technician performance and conducted system audits.
• - Handled budgets, logs, and reporting using management software.
• - Administered training and compliance certifications
• - Met with customers to discuss service needs and develop effective and practical solutions.
• - Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.

• - Coordinated daily logistics activities for timely order fulfillment and customer satisfaction.
• - Organized warehouse space and planned layouts to allow for maximum storage capabilities.
• - Analyzed data trends to forecast future demand accurately, enabling better resource allocation and planning.
• - Trained, scheduled and evaluated 15 employees.
• - Supervised loading/unloading processes for efficient handling of products while preventing damages or delays in shipment schedules.
• - Led logistics team and supervised front-end operations.
• - Ensured timely restocking and inventory accuracy.
• - Trained staff in service excellence and system usage.

- Located and evaluated pest damage to buildings and grounds to determine extent and optimal corrective actions.

- Prepared reports and kept detailed records of pest control activities.

- Eliminated pest infestations by accurately identifying pests and applying appropriate treatment methods.

- Determined most efficient method to get rid of pests depending upon type of bug and degree of infestation.

- Responded to customer inquiries and complaints regarding pest control services and solutions.

- Conducted digital inventory reconciliation and audits.

- Ensured database accuracy for procurement and budgeting.

- Assisted in monthly reporting and software use audits.

- Reduced stock discrepancies by closely monitoring inventory movement and promptly addressing any discrepancies.

- Streamlined order fulfillment, ensuring timely delivery of products to customers through close collaboration with sales teams and transportation partners.

- Played a key role in successful product launches by coordinating closely with marketing and production teams to ensure adequate stock availability at all times.

- Optimized inventory levels by implementing effective tracking systems and regularly conducting physical counts.

- Collaborated with cross-functional teams to establish best practices for inventory management, aligning business objectives with operational efficiency.