Ring Central
Customer Service Supervisor
EShakti.com Pvt.Ltd
03.2011 - 07.2024
Alicia Duffy
Customer Service Rep
Turlock,CA
Timeline
Service Writer
Interstate Truck Center
06.2006 - 11.2009
Service Writer
Ryder Transportation Systems
12.2000 - 11.2005
Customer Service Manager
Bank of the West
05.1985 - 12.2000
High School Diploma -
American High School
09.1980 - 06.1984
Work History
Customer Service Supervisor
EShakti.com Pvt.Ltd
03.2011 - 07.2024
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
- Coordinated with other departments to ensure seamless customer experience.
- Resolved escalated customer complaints, ensuring satisfaction and loyalty.
- Monitored call center data to assess trends, proactively implementing solutions for identified issues.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Completed bi-weekly payroll for 9 employees.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Led by example, handling complex customer issues personally to ensure high standards of service.
Service Writer
Interstate Truck Center
06.2006 - 11.2009
- Increased repeat business with exceptional customer service skills and follow-up calls to ensure satisfaction.
- Reduced wait times for customers by effectively managing appointment schedules and coordinating with technicians.
- Improved customer satisfaction by providing timely and accurate service estimates.
- Addressed customer concerns promptly and professionally, fostering trust and loyalty among clientele.
- Responded proactively and positively to rapid change.
Service Writer
Ryder Transportation Systems
12.2000 - 11.2005
- Enhanced communication between technicians and customers by acting as a liaison, resulting in clear expectations and better understanding of repair services.
- Ensured accurate documentation of completed repairs, aiding in the maintenance of detailed records for future reference.
- Streamlined repair order processes for increased efficiency and productivity.
- Optimized workflow processes by assigning tasks based on technician expertise, ensuring efficient completion of repair jobs and maximizing resource utilization.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Consulted with customers to assess service requirements and produce accurate orders.
- Addressed customer concerns promptly and professionally, fostering trust and loyalty among clientele.
- Improved customer satisfaction by providing timely and accurate service estimates.
- Reduced wait times for customers by effectively managing appointment schedules and coordinating with technicians.
Customer Service Manager
Bank of the West
05.1985 - 12.2000
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Processed money transfers, deposits and withdrawals.
- Exceeded quarterly sales targets through proactive outreach efforts and strategic account management.
- Responded to customer inquiries to provide information on bank accounts, policies, products and services.
- Provided assistance during audits by gathering necessary documentation and answering questions accurately.
- Identified sales opportunities and promoted banking products, boosting revenue growth.
- Backed up teller team by handling needs of new and existing customers at main counter.
- Presented new and additional products and services to existing customers.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Overview
39
39
years of professional experience
4
4
years of post-secondary education
Education
High School Diploma -
American High School
Fremont, CA 09.1980 - 06.1984
Skills
Empathy and patience
Customer focus
Complaint handling
Typing speed
Email management
Strong organization
Effective writing
Communicating with clients
Appointment scheduling
Sales transactions
Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteSoftware
Freshedesk
Fresh Caller/ Live Chat
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