Motivational leader with advanced supervisory, team building and customer service skills. Experienced in stepping into new roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Proven effective in interviewing and onboarding new candidates as well as selecting valuable candidates which address immediate company needs.
Skills
Team Leadership
Excellent time management skills
Verbal and written communication
Training and mentoring
Organizational skills
Recordkeeping
Customer-focused
Scheduling
Hiring and retention
Compensation/payroll
Understanding of HR policies
New hire orientation
Effective problem solver
Customer Relationship Management Software (CRM)
Experience
8/20/07 to Current
Customer Service ManagerFirst American Financial – Naples, FL,
Provide onboarding and coaching to new hires to help each feel comfortable in job positions and prepared to handle various responsibilities.
Conduct interviews to ensure solid cultural alignment between client and candidate.
Help employees with day-to-day work and complex problems by applying motivational and analytical strategies.
Supervise and guide new employees and respond quickly to questions, which improved understanding of job responsibilities.
Establish and update work schedules to account for changing staff levels, expected workloads, vacation and sick time accurately.
Motivate and rewarded employees to improve engagement.
Collaborate with internal team members to resolve customer concerns and deliver enhanced customer experiences.
Deliver feedback to decision-makers regarding employee performance and training needs.
Apply strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
Maintain compliance with company policies, objectives and communication goals.
Managed recurring HR processes.
Assisted with month-end and year-end close activities.
Set clear expectations and helped employees pursue optimal paths for achieving each target.
Created training manuals targeted at resolving simple and difficult customer issues.
Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback.
08/2009 to 03/2017
Lead Customer Service RepresentativePilot Freight Services – Erlanger, KY,
Trained new employees on company customer service policies and service level standards.
Answered customers' questions and addressed complaints in-person or by phone to immediately rectify issues.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
Assisted operators with handling calls and took over escalated concerns to deliver expert solutions.
Processed customer account changes with proprietary software.
Handled cash and credit card payments and returned receipts, change and payment cards to customers.
08/2007 to 08/2009
Customer Service RepresentativeOerlikon – Plymouth, MN,
Provided excellent service and attention to customers when face-to-face or through phone conversations.
Assisted customers in making payments on accounts
Consulted with customers to determine best methods to resolve service and billing issues.
Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.
How this resume score could be improved?
Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:
