Summary
Overview
Work History
Education
Skills
References
Affiliations
Accomplishments
Languages
Websites
Timeline
Generic

James "Kirk" Richard

Carencro

Summary

Dynamic professional with a proven track record, excelling in customer relationship management and conflict resolution. Recognized for enhancing customer satisfaction and achieving the highest sales in item contests for eighteen consecutive months. Adept at utilizing Salesforce and fostering strong client relationships through effective communication and active listening.

Overview

15
15
years of professional experience

Work History

Regional Associate / Response Team Specialist

Honor / Home Instead
Remote
11.2021 - 02.2025
  • Assessed customer needs to deliver customized home care solutions for aging individuals.
  • Engaged with clients through phone, chat, and text to explain available services.
  • Scheduled follow-up consultations to clarify services and resolve inquiries.
  • Managed inbound and outbound communications using Salesforce and proprietary Honor software.
  • Responded quickly to incoming calls, emails, and web inquiries from potential clients.
  • Achieved monthly targets for care starts while surpassing individual sales quotas.
  • Cultivated strong client relationships through active listening and personalized support.
  • Maintained accurate records of client interactions within the CRM system.

Assistant Service Manager

PepBoys Automotive Service Center
Lafayette
08.2019 - 11.2021
  • Assisted sales team with labor, parts, tires, and fleet business to enhance service efficiency.
  • Resolved escalated customer complaints promptly while ensuring transparent communication.
  • Assigned technician tasks based on skills and experience to optimize performance.
  • Collaborated with customers to identify tailored service solutions that met needs.
  • Generated detailed service estimates and secured approvals for execution.
  • Maintained operational standards through rigorous daily opening, closing, and shift functions.
  • Reviewed vendor invoices for accuracy prior to authorization, ensuring financial integrity.
  • Implemented safety protocols to protect customer property and technician wellbeing.

Assistant Manager

Limousines Ltd. / Lafayette Crematory
Lafayette
04.2019 - 05.2019
  • Assisted general manager with daily crematory operations and vehicle fleet management.
  • Coordinated transportation logistics for special events and services efficiently.
  • Managed scheduling for drivers and support staff to ensure timely service delivery.
  • Collaborated with funeral directors to provide respectful transportation services.
  • Resolved customer service inquiries and complaints promptly and professionally.
  • Ensured compliance with safety regulations and company policies consistently.

Insurance Producer

American Income Life / Woodmen
Lafayette
08.2018 - 03.2019
  • Scheduled appointments with potential clients to present No Cost Benefit Package.
  • Assisted clients in selecting insurance products tailored to their needs.
  • Developed and maintained strong relationships with clients for ongoing support.
  • Utilized CRM systems to track client interactions and manage follow-ups effectively.
  • Provided customer service by responding to inquiries, resolving complaints, and processing policy changes.
  • Effectively communicated benefits of products to enhance client understanding.

Assistant Manager, Customer Service

Wal-Mart Super Center
Lafayette
08.2017 - 09.2018
  • Ensured exceptional customer service while supervising staff and enforcing company regulations.
  • Resolved customer complaints and provided effective solutions.
  • Monitored service quality to ensure customer satisfaction standards.
  • Resolved escalated complaints from customers in a timely manner.
  • Provided customer service and assistance to customers in resolving issues and concerns.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Implemented promotional campaigns to drive sales and enhance customer engagement..
  • Assumed responsibility for store operations in absence of Store Manager and Co-Managers.
  • Successfully positioned high-margin, impulse merchandise to increase store profitability.
  • Successfully raised the customer service survey score by 15% in 90 days.

Home Consultant

Clayton Homes / Freedom Homes
New Iberia / Carencro
08.2016 - 07.2017
  • Facilitated exceptional home buying experiences by guiding prospects in floor plan selection, options and financing solutions.
  • Established rapport and built trusting relationships, instilling confidence in choosing Clayton/Freedom Homes.
  • Coordinated construction processes to ensure timely project delivery and customer satisfaction.
  • Assisted clients with paperwork and documentation for home purchase transactions.
  • Resolved customer complaints promptly and professionally.
  • Responded promptly to customer inquiries via phone calls or emails.
  • Assessed customer needs, preferences, and budgets to recommend appropriate solutions.
  • Promoted active listings through social media marketing, open houses and newsletters.

Guest Services Assistant Team Lead /Customer Service Supervisor

Whole Foods Market
San Antonio
04.2010 - 08.2015
  • Cultivated world-class guest experiences across all service interactions.
  • Processed transactions accurately and efficiently to enhance customer satisfaction.
  • Maintained cleanliness and organization of store to improve shopping atmosphere.
  • Resolved customer complaints promptly while fostering a positive environment.
  • Educated customers on product sourcing, sustainability, and ingredients.
  • Developed schedules to ensure adequate coverage during peak hours.
  • Supervised and trained customer service staff to elevate service standards.
  • Achieved highest sales in item contests for eighteen consecutive months.

Education

BS - General Studies, Music Media

University of Louisiana
Lafayette, LA
05-1997

Skills

  • Customer relationship management
  • Salesforce proficiency
  • Service coordination
  • Conflict resolution
  • Effective communication
  • Client engagement
  • Relationship building
  • Time management
  • Team collaboration
  • Data entry accuracy
  • Problem solving
  • Administrative documentation
  • Multi-tasking
  • Customer service excellence
  • Professional service delivery
  • Adaptability and flexibility
  • Analytical thinking skills
  • Service-oriented mindset
  • Customer satisfaction focus
  • Attention to detail
  • Active listening skills
  • CRM management strategies
  • Complaint resolution techniques
  • Communication mastery skills

References

  • Jeff Resweber, An Extraordinary Mind: A Think Tank, (337) 298-3178
  • Rob Villarreal, Civil Engineer, (210) 313-0452
  • Genefe Diaz, Honor Care Client Manager, (512) 769-5956

Affiliations

  • I am an accomplished singer with many years of experience in group settings.
  • I have successfully raised a beautiful and extremely talented daughter.
  • I was Treasurer, Secretary, Vice President, and President of the Delta Epsilon chapter of the professional music fraternity, Phi Mu Alpha Sinfonia.

Accomplishments

  • Home Instead : KPI Performance Award

Customer Service Award

  • Whole Foods Market : Promoted to Guest Services Assistant Team Lead

1st Place in Guest Services Sales Contest for 18 Consecutive Months

Languages

English
Native/ Bilingual

Timeline

Regional Associate / Response Team Specialist

Honor / Home Instead
11.2021 - 02.2025

Assistant Service Manager

PepBoys Automotive Service Center
08.2019 - 11.2021

Assistant Manager

Limousines Ltd. / Lafayette Crematory
04.2019 - 05.2019

Insurance Producer

American Income Life / Woodmen
08.2018 - 03.2019

Assistant Manager, Customer Service

Wal-Mart Super Center
08.2017 - 09.2018

Home Consultant

Clayton Homes / Freedom Homes
08.2016 - 07.2017

Guest Services Assistant Team Lead /Customer Service Supervisor

Whole Foods Market
04.2010 - 08.2015

BS - General Studies, Music Media

University of Louisiana

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James "Kirk" Richard