Results-driven Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer and business goals and expectations. Equipped to train, motivate, and manage high-performance teams in fast-paced environments. Personable,proactive and decisive with expertise in diplomatic conflict resolution and consumer behavior.
Skills
Strong leadership
Data Capture and Analysis
Handling Escalations
Time-management
Leadership skills
Written and verbal communication skills
Problem-solving skills
Negotiation skills
Patience, compassion and empathy
Project management
Data entry
Proprietary software
Leading Team Meetings
Education
National Laser Institute Scottsdale, Expected in 2015 – –:Laser Hair Removal - GPA:
Mesquite High SchoolGilbert, AZExpected in 2009 – –Graduate:General Studies - GPA:
Work History
Bimbo Bakeries Usa - Customer Care Escalations (Executive) Supervisor Decatur, GA, 08/2018 - Current
Supported 60 representatives with defusing and resolving escalated customer issues.
Creating standard operating procedures for internal and external processes.
Handling high urgency/high importance customer escalations
Delivering out of the box solutions to customers that require the highest tier of white glove customer service
Communicating with different tiers of leadership in order to enact solutions for these customers and gain stakeholder approvals when needed.
Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
Resolved issues through active listening and open-ended questioning, escalating major problems to Senior Managers and Company Directors
Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Collaborated with Product and other cross-functional departments to achieve customer satisfaction results.
Achieved specific team objectives and collection activity.
Organized Project meetings for Customer Care and coordinated availability of conference rooms for participants.
Maintained 100% attainment goal
Peer to Peer reviews as well and peer to management review
Coached employees through day-to-day work and complex problems.
Listening to advisors calls to ensure the quality of the call.
Daily coaching's and reviews.
Implementing performance plans working closely with operations and team leads.
Created and achieved product quality objectives and met product specifications.
Fixed identified issues to increase productivity and boost workflows.
Supported company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork.
Monitored process checks for proper completion and correct frequency.
Reported problems and concerns to management.
Determined root cause of deviations and non-conforming results and implemented appropriate corrective and preventive actions throughout product development process.
Provided training to over 60 onboarding team members in 4 years.
Technical Support Agent
Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Provided Tier 1 IT support to non-technical internal users through desk side support services.
Resolved system, hardware and telephone issues within an 8 hour scheduled shift, improving efficiency among departments.
Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and Remote
Defined and documented technical support best practices for Product technologies.
Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Evaluated and responded to incoming sales leads and requests for technical support assistance.
Assisted customers with product selection based on stated needs, proposed use and budget.
Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
Assisted customers in identifying issues and explained solutions to restore service and functionality.
Managed high levels of call flow and responded to Customer technical support needs.
Affinitas - Customer Service Representative City, STATE, 01/2010 - 05/2014
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Provided primary customer support to internal and external customers.
Provided information regarding charge accounts and loyalty programs.
Answered constant flow of customer calls with minimal wait times.
Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Handled escalated customers in fast-paced call center setting in coordination with a solid team of 80 customer service associates.
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