Seasoned Customer Success Manager bringing 15 years in sales, consumer satisfaction, and teamwork inspired management. Skilled people motivator with proven leadership abilities to go extra mile. Track record of leading teams to achieve results by exercising independent judgment and accomplishing goals in high pressure scenarios.
Skills
Salesforce
Upselling Products and Services
Social Media
Technical Support
Client Needs Assessment
Employee Engagement
Customer Retention
Training Documentation
Strategic Leadership
Customer Relationship Management (CRM)
Product Knowledge
Training Materials
Brand Awareness Generation
Sales Calls
Experience
11/2020 to Current
Call Center SupervisorCdr Maguire – Salem, OR,
Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
Reduced process lags and effectively trained staff on customer satisfaction protocols and first call resolution best practices.
Facilitated individual coaching sessions with CSRs to realign productivity goals.
Interfaced with cross-functional support groups to manage daily operations.
Delivered constructive call process feedback.
Created process improvements, including new call center and commission-based pay plans.
Established strong and successful policies for employee actions and customer interactions.
04/2019 to 09/2020
Vineyard ManagerDvf Wines – Phoenix, AZ,
Lead team of 12 employees in all operations including sales, service, hospitality and office functions.
Participated in networking events to establish and cement community ties, B2B relationships and industry connections.
Identified client business and operational needs and introduced services to provide solutions.
Supported community outreach initiatives by partnering with local organizations.
Formed and sustained strategic relationships with clients.
Empowered staff members to contribute to continuous improvement, quality and growth of company by using empathetic and individualized communication methods.
Implemented effective customer service surveys to encourage feedback.
Directed all day-to-day operations of the bed & breakfast and restaurant to provide safe and enjoyable guest experience.
Built and maintained loyal, long-term customer relationships through effective account management.
11/2016 to 03/2019
Restaurant Service ManagerApplebee's Neighborhood Grill & Bar – City, STATE,
Optimized profits by controlling food, beverage, and labor costs daily.
Coached team members on food safety and sanitation processes, customer service, menu education and up-selling techniques to drive revenue.
Conducted daily pre-shift and weekly departmental meetings to promote better organization and productivity.
Prepared weekly payroll to keep up with projected weekly revenue.
Efficiently resolved problems or concerns to satisfaction of all involved parties.
Managed accounts payable, accounts receivable and weekly forecasts.
Increased monthly revenue by +/-20% YTD.
Assessed operational performance to measure compliance with regulatory, industry and brand standards.
Mentored front of house personnel on company policies customer service techniques and professional communication.
Developed and implemented strategies to enhance team performance, improve processes and increase efficiency.
Estimated potential worker issues to produce detailed resource documentation.
Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.
Determined root cause of performance trends and developed process improvement plans which targeted assurance in safety, health, quality and customer satisfaction.
Scheduled and directed staff in daily work assignments to maximize productivity.
Performed checkouts of servers and bartenders to ensure that all tickets were accounted for.
Trained all front of house staff on restaurant policies and procedures, guest service techniques and communication skills to ensure positive experience.
Developed and maintained exceptional customer service standards.
Counseled and disciplined staff, addressing issues promptly and providing constructive feedback.
10/2007 to 10/2016
District Training ManagerLifetouch Portrait Studios – City, STATE,
Conducted evaluations of training courses to uncover areas in need of improvement.
Planned and led training programs on staff development to enhance employee knowledge, engagement, satisfaction and performance.
Presented training information via role playing, simulations and team exercises.
Analyzed each department's training needs and developed new training programs based upon data collected.
Monitored team leader incentive and motivational programs.
Offered specific training programs to help workers improve guest retention and value driven upselling techniques.
Led trainings for up to 50 employees on weekly basis.
Determined course objectives and found or wrote course materials to cover topics.
Analyzed employees' skill levels and implemented new techniques to boost staff knowledge.
Mentored team members to succeed and advance within department and company.
Education and Training
Expected in
Associate of Arts: Communications Trinity Valley Community College - Athens, TX GPA:
Expected in
Certification: Information Technology Google - Coursera.org, GPA:
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