ANDRE TALMADGE
New Jersey
Summary
Dynamic Customer Service Supervisor with a passion for enhancing the customer experience through effective team leadership and process optimization. Skilled in managing day-to-day operations, handling escalations, and implementing service enhancements to drive satisfaction and retention. Experienced in analyzing customer feedback and performance metrics to identify areas for improvement and develop targeted action plans. Collaborative and results-driven with a commitment to delivering excellence in every interaction.
Overview
15
15
years of professional experience
Work History
Concierge Supervisor
FLIPT
New Jersey
02.2022 - 05.2024
- Supervised a team of concierge staff, providing training, guidance, and performance feedback to ensure exceptional customer service delivery
- Developed and implemented standard operating procedures (SOPs) for concierge services, optimizing efficiency and enhancing the overall guest experience
- Monitored guest interactions and feedback, addressing issues promptly and proactively to maintain high levels of guest satisfaction
- Managed concierge desk operations, including scheduling, inventory management, and vendor coordination, to ensure seamless service delivery
- Collaborated with other departments such as housekeeping, maintenance, and front desk to coordinate guest requests and resolve issues in a timely manner
Client/Patient Services Coordinator
Cooper Genomics
New Jersey
06.2019 - 02.2020
- Managed client/patient inquiries and concerns via phone, email, and in-person interactions, ensuring prompt and courteous resolution
- Scheduled and coordinated appointments, procedures, and consultations, optimizing clinic efficiency and patient satisfaction
- Coordinated between clients/patients and healthcare providers, facilitating clear communication and ensuring alignment with treatment plans
- Maintained accurate patient records and documentation, adhering to HIPAA regulations and organizational standards
- Collaborated with interdisciplinary teams to address complex client/patient needs and ensure comprehensive care delivery
Customer Service Supervisor
Hello Fresh
New Jersey
01.2016 - 10.2018
- Supervised a team of customer service representatives, providing coaching, training, and performance feedback to ensure exceptional service delivery
- Monitored and evaluated team performance metrics including average handle time, first call resolution, and customer satisfaction scores, implementing improvement initiatives as needed to meet or exceed targets
- Conducted regular team meetings and one-on-one sessions to communicate goals, expectations, and updates, fostering a positive and collaborative work environment
- Managed escalated customer inquiries and complaints, resolving issues promptly and effectively to maintain customer satisfaction and loyalty
- Developed and implemented operational procedures and workflows to optimize efficiency
Senior Retention Advisor
Life Station
New Jersey
01.2015 - 08.2015
- Collaborated with cross-functional teams including sales, marketing, and product development to develop customized retention solutions tailored to individual client needs
- Conducted regular account reviews and check-ins with key clients to assess satisfaction levels, gather feedback, and identify opportunities for upselling and cross-selling
- Utilized CRM software to track customer interactions, maintain accurate records, and document retention efforts, ensuring effective communication and follow-up
- Acted as a subject matter expert on retention strategies, providing guidance and support to colleagues and stakeholders on complex client retention issues and escalations
- Collaborated with the product development team to advocate for customer needs and preferences, influencing product enhancements and improvements to drive customer satisfaction and loyalty
- Developed and maintained a library of retention resources including templates, scripts, and playbooks to streamline retention efforts and ensure consistency across the organization
Senior Client Support Specialist
Cablevision
New Jersey
05.2009 - 05.2014
- Managed a high-volume of client inquiries and issues through various channels including phone, email, and chat, ensuring prompt resolution and high customer satisfaction
- Led a team of junior support specialists, providing guidance, training, and mentoring to ensure consistent delivery of exceptional client service
- Collaborated with cross-functional teams including product development and sales to communicate client feedback and ensure timely resolution of product issues
- Utilized CRM software to track client interactions, maintain accurate records, and identify trends to improve overall support processes
- Conducted regular performance reviews and provided constructive feedback to team members to foster professional growth and development
- Acted as a subject matter expert, providing assistance to colleagues and stakeholders on complex client issues and escalations
- Assisted in the development and delivery of client training materials and resources to promote self-service options and enhance client knowledge and satisfaction
Education
Business Administration -
SCS School of Business
01.1992
Diploma -
Science High School
01.1990
Skills
- Communication
- Relationship Building
- Conflict Resolution
- Time Management
- Team Management
- Performance Metrics
- Stress Management
- Critical Thinking
- Problem-solving
- Training and Development
- Adaptability
- Decision-Making
Professionaloverview
Dynamic Customer Service Supervisor with a passion for enhancing the customer experience through effective team leadership and process optimization. Skilled in managing day-to-day operations, handling escalations, and implementing service enhancements to drive satisfaction and retention. Experienced in analyzing customer feedback and performance metrics to identify areas for improvement and develop targeted action plans. Collaborative and results-driven with a commitment to delivering excellence in every interaction.
Timeline
Concierge Supervisor
FLIPT
02.2022 - 05.2024
Client/Patient Services Coordinator
Cooper Genomics
06.2019 - 02.2020
Customer Service Supervisor
Hello Fresh
01.2016 - 10.2018
Senior Retention Advisor
Life Station
01.2015 - 08.2015
Senior Client Support Specialist
Cablevision
05.2009 - 05.2014
Business Administration -
SCS School of Business
Diploma -
Science High School