Customer Coach Resume Example
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CUSTOMER COACH
Professional Summary
Experienced Customer Coach with a strong working knowledge of customer service processes and policies. Responsible for identifying gaps in procedures, coaching and developing agents, managing performance, providing timely feedback and participating in cross-functional projects.
Core Strengths
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Professional Experience
3M CompaniesBrownwood , TXCustomer Coach01/2013 to Current
- Coach and develop associates
- Provide verbal/written feedback
- Serve as a liaison to the leadership team
- Establish and maintain effective working relations across all levels of leadership throughout the company
- Manage monthly department team huddles
- Analyze trends within the department and coach front line users
- Point person for Customer Service Department on the NICE upgrade project.
- Identify procedural improvements and develop solutions
- Audit calls and calibrate on company procedures ensuring compliance
- Led the Technical Supervisor manual revamp
- Actively participate in the Quality Task Force group researching target audit trends with significant financial impact on our company
- Pro-actively assist trainers in the classroom as needed
- Developed and implemented the coaching structure for Citi Benefits, Technical Supervisors and Tech Backups.
- Resolve customer questions, issues and complaints
International Paper CompanyAurora , ILSenior Technical Supervisor11/2006 to 01/2013
- Trained, coached and audited agents in developing skills necessary for becoming a Tech Backup
- Audited and coached peers to help improve overall job performance
- Provided verbal/written feedback to peers
- Handled Commissioner complaints
- Liaison between Client Service and Sales Departments
- Developed and implemented the new quality auditing metrics for the Tech Backup's
- Worked under strict deadlines
- Made sound business decisions
- Facilitated interdepartmental Underwriting proficiency project to discuss processes improvements between departments
- Implemented process improvements to increase the accuracy, efficiency and responsiveness of the customer service department
- Conducted comprehensive underwriting reviews of existing auto and home policies
- Completed high level Manager and Supervisor escalated calls
- Ability to multi-task; diligently managing the back office Project Team in addition to my current role for 3 months when the leader was out on maternity leave
Ameriprise Auto And Home InsuranceCity , STATECustomer Service Representative05/2005 to 11/2006
- Developed highly empathetic client relationships and earned reputation for exceeding customer service goals.
- Mentored new hires
- Cross-trained and provided back-up for other customer service representatives when needed
- Developed reputation as an efficient service provider with high levels of accuracy
Education
Hotel & HospitalityFox Valley Technical College, City, State
Business ManagementNortheast Wisconsin Technical College, City, StateCoursework in [Course Name]
Attributes
- Insurance Industry Certificate
- AAH Policy vs. Guidelines
- AAH Policy Interpretation
- Ethics for the Insurance Professional- AAH
- Co-chair for the 2016 Bridge Networking Group
- Co-chair of the 2015 EGC Bucketpalooza committee
- Professional Presence - AAH
- OEDI: Harvard ManageMentor Difficult Interactions
- OEDI: Harvard ManageMentor Persuading Others
- Creating Your Own Personal Accountability
- Dealing with Change and Transition
- Managing Unconscious Discrimination and Bias
- OEDI: Emotional Intelligence For Individual Contributors
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Resume Overview
School Attended
- Fox Valley Technical College
- Northeast Wisconsin Technical College
Job Titles Held:
- Customer Coach
- Senior Technical Supervisor
- Customer Service Representative
Degrees
- Hotel & Hospitality
Business Management
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