Results-oriented Customer Service Team Leader with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements. Specializes in quality service, customer retention, productivity and team management. High-powered Customer Service Manager who effectively motivates associates through continual guidance, direction, development and coaching.
Maintained detailed administrative and procedural processes to improve accuracy and efficiency. Coordinated all department functions for team of 24 employees. Verified and logged in deadlines for responding to daily inquiries. Communicated with clients via phone, email to obtain payments on outstanding accounts. Managed incoming and outgoing calls for busy office. Scheduled and confirmed appointments for entire management team. Standardized department filing system to increase efficiency. Improved communication efficiency as primary liaison between departments, clients and vendors.
Monitored the daily activities of 15-35 customer agents Owned team productivity metrics. Improved service quality and increased sales by developing a strong knowledge of company's products. Provided detailed monthly departmental reports and updates to senior management. Provided a high level of product and leadership support to representatives and clients.services. Routinely prepared and evaluated CRM reports to identify problems and areas for improvement. Interviewed, hired and trained new quality customer service representatives.. Effectively communicated with team members to maintain clearly defined expectations.
Recruited, managed and mentored an average of 120 new customer service representatives per year. Owned team productivity metrics.Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives. Improved service quality and increased sales by developing a strong knowledge of company's products and services.Provided detailed monthly departmental reports and updates to senior management. Provided a high level of product and leadership support to representatives and clients. Routinely prepared and evaluated CRM reports to identify problems and areas for improvement. Effectively communicated with team members to maintain clearly defined expectations. Generated and distributed daily reports and order acknowledgments to appropriate personnel.Addressed negative customer feedback immediately.
Manage staff with a hands-on approach. Recruit, hire, and motivate new and existing team members.Coordinate and assist in the development of new and current employees. Provide performance feedback through coaching,counseling, formal evaluations. Manage disciplinary actions up to and including employee separations. Manage wage and salary adjustments according to company standards. Address and resolve issues/complaints lodged through various sources (i.e. inbound calls, executive correspondence, etc.)
Collected customer feedback and made process changes to exceed customer satisfaction goals.Made reasonable procedure exceptions to accommodate unusual customer requests.Provided accurate and appropriate information in response to customer inquiries.Demonstrated mastery of customer service call script within specified time frames.Addressed customer service inquiries in a timely and accurate fashion.Maintained up-to-date records at all times.Built customer loyalty by placing follow-up calls for customers who reported product issues.Properly directed inbound calls in phone queues to improve call flow.
Established new customer accounts including checking, savings, lines of credit and loans.Researched and resolved customer issues on personal savings, checking and lines of credit accounts.Maintained confidentiality of bank records and client information.Directed specific questions to appropriate branch personnel.Delivered prompt, accurate and excellent customer service.
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