Experienced leader with a management and leadership style that is proven to motivate individual and collective productivity. Known to share information clearly, effectively and efficiently while recognizing excellence in individuals and the team.
Conflict resolution techniques
Client relations specialist
Training and development
Played an instrumental role in increasing customer satisfaction ratings index from 88% to 96% within 5 months as Customer Service Manager.
Improved customer retention in the 2016 for my team by 35% from the previous year (2015).
Exceeded corporate target for customer satisfaction for 6 months in a row.
Oversaw a decrease in average daily Help Desk tickets which were submitted by reps by 12%.
Consistently received a 100% rate of customer satisfaction.
Created training processes for 3 separate departments.
Assisted customers over the phone regarding store operations, product, promotions and orders.
Interacted with 10+ departments nationally and globally, ensuring reliable and high-speed resolutions for company and customer system issues.
Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
Customer Service SupervisorJul 2014 to Jan 2017 Verizon － Rancho Cordova, CA
Successfully managed the activities of 13 team members in multiple locations.
Monitored the daily activities of 4 customer support teams.
Owned team productivity metrics.
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Made reasonable procedure exceptions to accommodate unusual customer requests.
Demonstrated mastery of customer service call script within specified timeframes.
Lead Service TechnicianFeb 2010 to Feb 2011 NWN/WESTERN BLUE － Sacramento, CA
Applied best practices of software development while staying abreast of advances in the practice.
Answered user inquiries regarding computer software and hardware operation.
Set up equipment for employee use.
Acting Assistant ManagerFeb 2007 to Feb 2010 EMIGH ACE HARDWARE － Sacramento, CA
B.S, INFORMATION TECHNOLOGYITT-TECHNICAL INSTITUTEINFORMATION TECHNOLOGY
Shipping and receiving. Professional and friendly. Careful and active listener. Strong public speaker. Client relations. Data Entry. Telephone skills. Vendor Management. Writing letters and memos. Multi-tasking. Prioritization. Advanced problem solving. Great organizational skills.