Adrian Gardner
Big Stone Gap,VA
Summary
At BistroMD, I spearheaded customer service excellence, implementing operational improvements that significantly enhanced satisfaction. My leadership in training and mentoring, coupled with expert complaint resolution, drove team performance and minimized turnover. Recognized for exceptional service, I adeptly balanced product knowledge with strong problem-solving skills, ensuring quality and reliability in every customer interaction.
Overview
17
17
years of professional experience
Work History
Customer Service Manager
BistroMD
Naples, FL
04.2008 - Current
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Developed and implemented strategies for providing excellent customer service experience.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
- Analyzed business performance data and forecasted business results for upper management.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Provided exceptional customer service to ensure customer satisfaction.
- Conducted training and offered staff development opportunities to decrease process lags.
- Monitored staff performance to ensure adherence to customer service standards.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Audited customer account information to identify issues and develop solutions.
- Developed policies and procedures related to customer service operations.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Explained benefits, features, and recommendations to maximize client retention.
- Drafted scripts for agents handling incoming calls so that they can respond accurately and effectively.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Recruited and trained new employees to meet job requirements.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Assigned work and monitored performance of project personnel.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Reviewed accounts for payments received or approved credit arrangements.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Delegated work to staff, setting priorities and goals.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Evaluated and authenticated returns, exchanges and voids.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
- Evaluated employee job performance and motivated staff to improve productivity.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Reviewed completed work to verify consistency, quality, and conformance.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
- Monitored phone calls to provide feedback and coaching.
- Conducted research and reviewed findings to solve customer issues.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Completed day-to-day duties accurately and efficiently.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Conducted testing of software and systems to ensure quality and reliability.
Education
High School Diploma -
Powell Valley High School
Big Stone Gap, VA05-1991
Skills
- Metric tracking
- Training and mentoring
- Staffing coordination
- Complaint resolution
- Turnover minimization
- Product knowledge
Timeline
Customer Service Manager
BistroMD
04.2008 - Current
High School Diploma -
Powell Valley High School