Algina Morrison
Aubrey
Summary
Dynamic customer service leader with a proven track record at Turbo Tax, enhancing employee retention and client satisfaction through strategic initiatives. Skilled in CRM software and relationship building, I excel in problem-solving and communication, driving improvements that elevate service standards and foster loyalty.
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
13
13
years of professional experience
Work History
Lead Customer Service Manager
Turbo Tax
02.2023 - Current
- Reduced employee turnover by fostering a positive work environment and offering competitive compensation packages.
- Oversaw the hiring process for customer service representatives, selecting candidates who fit well with company culture and values.
- Analyzed customer feedback data to identify trends and areas for improvement.
- Implemented new customer service strategies, resulting in higher overall ratings from clients.
- Maintained a thorough understanding of product offerings to confidently address inquiries from both customers and staff members alike.
- Assisted customers directly when necessary, demonstrating empathy and excellent problem-solving abilities in challenging situations.
- Mentored and coached team members to develop their skills and advance within the company.
- Enhanced customer satisfaction by promptly addressing and resolving complaints.
- Followed through with client requests to resolve problems.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Recruitment Coordinator
Masointe International
03.2018 - 01.2025
- Conducted comprehensive phone interviews to pre-screen candidates, saving time for hiring managers in the interview process.
- Maintained open lines of communication throughout the entire recruitment process, fostering positive relationships with both candidates and clients.
- Developed strong relationships with hiring managers, understanding their requirements and providing tailored talent pipelines.
- Maintained candidate records using [Software] and updated information accordingly.
- Managed onboarding processes, ensuring new employees had a seamless transition into their roles.
- Controlled recruitment program by creating marketing materials, deploying recruitment tactics, and building external relationships.
- Supported job fairs, open houses, and recruiting events.
- Optimized applicant tracking system usage, keeping accurate records of candidate data for future reference.
- Confirmed appointments and interviews with job candidates.
- Coordinated training programs for new hires leading to increased performance levels within a shorter timeframe.
- Reached out to qualified referral candidates to obtain applications.
- Created and delivered HR training sessions to staff, managers and executives.
- Generated and analyzed reports to monitor employee engagement and attrition trends.
Customer Service Representative
Coach
01.2017 - 03.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Customer Service Representative
Marriot Hotel
09.2012 - 12.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Education
Bachelor of Arts - Communications
Loyola Marymount University
Los Angeles, CA06-2000
Skills
- Sales support
- CRM software
- Microsoft outlook, word, and Excel
- Customer service
- Problem-solving
- Time management
- Excellent time management skills
- Verbal and written communication
- Decision-making
- Relationship building
- Customer relations
- Call monitoring
- Customer retention
Timeline
Lead Customer Service Manager
Turbo Tax
02.2023 - Current
Recruitment Coordinator
Masointe International
03.2018 - 01.2025
Customer Service Representative
Coach
01.2017 - 03.2019
Customer Service Representative
Marriot Hotel
09.2012 - 12.2018
Bachelor of Arts - Communications
Loyola Marymount University
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