Customer Service Team Leader with 3 years leadership experience in a call center. Leading through inspiration and motivation while incorporating the Skybridge Americas Core Values into a daily platform.
Skills
Strong client relations
Skilled in call center operations
Customer service award
Adheres to customer service procedures
Proactive Team Leader
Top individual results in Engagement Survey.
Top Team KPI's
Familiarity with Key Performance Indicators (KPI's)
Excels in client relations
Work History
Customer Service Coach , 09/2013 to Current Truist Financial Corporation – Ferrum, ,
Coaching a staff of 18-22 direct reports through inspiration and motivation, while maintaining expectations set by company and client both.
Manage policy and procedure for a fast changing offline team specializing in social media and legality of sweepstakes
Maintaining close client relationship and contact on a daily basis. Compiling weekly reporting on trends and issues within the social media spectrum of the account.
Performing Quality Analysis on each level of customer service to ensure the premier level of service guaranteed by contractual agreement is met at the specific client designated standard.
Mastery of customer service management systems and databases.
Prepared reports and communication for senior management and clients.
Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
Met or exceeded all areas of KPI's and quality standards every review period.
Maintained daily employee records and track individual KPI'sfor each direct report, along with timely performance reviews for each such report.
Call Escalation Specialist, VIP Task Management, 04/2013 to 08/2013 Swift Refrigerated – Denver, ,
Addressed and resolved customer product complaints empathetically and professionally. Gathered and verified all required customer information for tracking purposes.
Defused volatile customer situations calmly and courteously.
Prepared reports and communication for senior management and clients. Maintained hourly contact with client, delivering up to the minutes statistics on service levels and customer complaints.
Maintained timely follow up directly with customers to ensure resolution remained satisfactory.
Brand Agent, 03/2011 to 04/2013 Skybridge Americas – City, ,
Answered a constant flow of customer calls in a timely manner delivering premier customer service.
Connected directly with Depot Managers working in unison with them on customer issues.
Processed offline correspondence and complaint files.
Data entry for outside Contracted Newspapers tied to the main client.
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