Alexandra Iseghohi
Houston,TX
Summary
Dynamic and results-oriented Customer Service Manager with over 6 years of experience in leading customer service teams to excellence. Proven track record in enhancing customer satisfaction, streamlining operations, and driving overall performance improvements. Eager to bring leadership, innovation, and strategic vision to Costco in a managerial capacity.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Sams Club
01.2020 - Current
- Spearheaded a customer service team of 20+ representatives, fostering an environment of accountability, growth, and customer-first mentality that led to a 25% increase in customer satisfaction ratings
- Implemented a new CRM system, optimizing customer interaction tracking, and enabling more personalized and efficient service, resulting in a 15% increase in customer retention
- Developed and executed a comprehensive training program for new hires and ongoing professional development for existing staff, significantly improving team performance metrics
- Initiated and led a quarterly feedback loop with the product and marketing teams to drive customer-centric product improvements and marketing strategies, enhancing overall customer loyalty.
Senior Customer Service Representative
ALDI Texas
02.2019 - 11.2020
- Managed complex customer complaints and inquiries, achieving a resolution success rate of 95% and setting a standard for excellence within the team
- Contributed to the development of a knowledge base and FAQ section, reducing incoming query volume by 20%
- Mentored new customer service representatives, improving the team's average handle time and customer satisfaction score by 10% within the first year
- Actively participated in the strategic planning of customer service processes, including the implementation of customer satisfaction surveys and feedback channels.
Customer Service Representative
Foodarama Texas City
10.2017 - 02.2019
- Delivered exceptional customer service, consistently exceeding key performance indicators by at least 15%
- Identified and implemented process improvements, including a new ticketing system that reduced response times by 25%
- Collaborated with the IT department to troubleshoot and resolve technical issues, enhancing the overall customer experience
- Received the “Customer Service Excellence” award for two consecutive years.
Education
Bachelor of Science in Business Administration -
University of Texas Dallas
12.2018
Skills
- Strong leadership and team management
- Expertise in CRM software and database management
- Excellent communication and interpersonal skills
- Strategic planning and problem-solving
- Proficient in data analysis and reporting
- Budget management and cost reduction
- Customer feedback and quality improvement processes
Certification
- Certified Customer Experience Professional (CCEP)
- Certified Customer Service Manager (CCSM)
Timeline
Customer Service Manager
Sams Club
01.2020 - Current
Senior Customer Service Representative
ALDI Texas
02.2019 - 11.2020
Customer Service Representative
Foodarama Texas City
10.2017 - 02.2019
Bachelor of Science in Business Administration -
University of Texas Dallas