Hi, I’m
Abigail Bertram
Temecula,CA
Summary
Experienced Customer Support Manager bringing years of quality performance in supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results. A strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
7
years of professional experience
Work History
Casablanca Bridal Flagship
Bridal Stylist
06.2023 - Current
Job overview
- Sold and fitted bridal gowns for brides-to-be.
- Entrusted to handle confidential and sensitive situations in professional matter.
- Provided emotional support and companionship to clients.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Listened to customer needs and desires to identify and recommend optimal products.
- Answered customer questions about products and services, helped locate merchandise and promoted key items.
- Processed accurate credit, debit, check and cash sales transactions for more than 10 customer orders per day.
- Worked with vendors to order and customize gowns for store use and bride's personal use.
Meraki Solar, LLC.
Customer Support Team Manager
04.2021 - 07.2022
Job overview
- Created, prepared and delivered reports to various departments.
- Standardized office structures and processes to promote collaboration and increased performance.
- Prepared employee schedules for maximum coverage during key hours.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Tracked and documented metrics, and evaluated trends.
- Prepared agendas and took notes at meetings to archive proceedings.
- Monitored employee and customer interactions to assess quality of service.
- Communicated best practices among on-site and external personnel to align efforts and goals.
- Provided management oversight and operational control of assigned programs valued at $500,000.
- Implemented Onboarding and Customer Service process improvement initiatives within department.
- Recruited and developed employees for Support department.
- Completed complex project management tasks on time and under budget to meet department goals.
- Liaised with IT department to report technical issues and formulate trouble-shooting procedures.
- Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
- Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
The Bridal Suite
Bridal Stylist
12.2018 - 08.2021
Job overview
- Sold and fitted bridal gowns for brides-to-be.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Listened to customer needs and desires to identify and recommend optimal products.
- Answered customer questions about products and services, helped locate merchandise and promoted key items.
- Processed accurate credit, debit, check and cash sales transactions for more than 10 customer orders per day.
- Worked with vendors to order and customize gowns for store use and bride's personal use.
Meraki Solar, LLC.
Customer Support Agent
07.2019 - 04.2021
Job overview
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and as acting major handled escalated major issues.
- Answered constant flow of customer calls with minimal wait times.
- Managed up to 100 calls per day inbound from sales representatives and customers.
- Updated account information to maintain customer records.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Wrote and implemented training programs for incoming agents.
- Generated reports to track performance and analyze trends.
John Casablancas Modeling And Career Center
Executive Office Manager /Sales Manager
10.2016 - 11.2018
Job overview
- Managed contracts and price negotiations with vendors and service providers.
- Developed organizational procedures and systems for filing, billing, accounts payable, payroll and scheduling.
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Performed administrative support tasks such as proofreading, transcribing handwritten information, invoicing, balancing sheets and creating spreadsheets and other documents.
- Managed phone calls, emails, letters and packages.
- Improved employee and client retention rates through active communication and problem- solving efforts.
- Greeted persons entering establishment to determine nature and purpose of visit.
Education
Coastal Carolina University, Conway, SC
No Degree from Marine Science
Skills
- Customer Education / Relations
- Proficient in SalesForce
- Inter-Department Collaboration
- Customer Service Management
- Data Analysis
- Quality Assurance
- Sales Tracking
- Employee Development and Training
- Performance Improvement
- Administrative Management
- Direct Sales
Timeline
Bridal Stylist
Casablanca Bridal Flagship
06.2023 - Current
Customer Support Team Manager
Meraki Solar, LLC.
04.2021 - 07.2022
Customer Support Agent
Meraki Solar, LLC.
07.2019 - 04.2021
Bridal Stylist
The Bridal Suite
12.2018 - 08.2021
Executive Office Manager /Sales Manager
John Casablancas Modeling And Career Center
10.2016 - 11.2018
Coastal Carolina University
No Degree from Marine Science
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