Alayene Patsches
Lebanon,Pennsylvania
Summary
Dynamic customer service leader with a proven track record at Wizehire and Comcast, enhancing team performance through effective coaching and conflict resolution. Skilled in performance evaluation and escalation management, I drive strategic initiatives that boost customer satisfaction and operational efficiency, consistently achieving high service ratings while fostering employee engagement.
Overview
25
25
years of professional experience
Work History
Team Leader Manager
Wizehire
10.2019 - 06.2024
- Led customer service team to enhance response times and improve customer satisfaction ratings.
- Collaborated with cross-functional teams to resolve complex customer issues effectively.
- Analyzed service trends to identify areas for improvement and drive strategic initiatives.
- Mentored new hires, providing guidance to ensure their successful integration into the team.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
- Collaborated with management to develop strategies aimed at improving overall team performance.
- Evaluated customer service staff performance and provided constructive feedback.
- Coached team members individually to develop their skills and improve performance, tailoring guidance to their specific needs.
- Analyzed customer service trends to predict potential issues and proactively implement preventative measures.
Customer Service Call Center Supervisor
Comcast
12.1999 - 10.2019
- Supervised daily operations of customer service team, ensuring high-quality support and adherence to policies.
- Implemented training programs for new hires, enhancing service delivery and employee performance.
- Monitored call center metrics to identify trends, leading to improved response times and customer satisfaction.
- Developed workflows and procedures that streamlined communication between departments, increasing operational efficiency.
- Conducted performance evaluations, providing constructive feedback to foster professional growth among team members.
- Resolved escalated customer issues effectively, maintaining positive relationships and promoting brand loyalty.
- Led team meetings focused on best practices, fostering a culture of continuous improvement within the call center environment.
- Coached and mentored agents for increased performance, resulting in higher customer service ratings.
Education
High School Diploma -
Tulpehocken HS
Bernville, PASkills
- Customer service management
- Team leadership
- Performance evaluation
- Conflict resolution
- Escalation management
- Employee engagement
- Problem resolution
- Customer focus
- Performance coaching
Timeline
Team Leader Manager
Wizehire
10.2019 - 06.2024
Customer Service Call Center Supervisor
Comcast
12.1999 - 10.2019
High School Diploma -
Tulpehocken HS