Alicia Wilson
Mount Laurel,NJ
Summary
Proven Customer Service and HR Manager with sharp focus on enhancing customer experiences and streamlining processes. Valued for fostering positive team environment. Recognized for driving results through adaptive strategies and effective communication. Known for problem-solving abilities, customer-centered approach, and communication skills.
Overview
4
4
years of professional experience
Work History
Customer Service Manager/Office Administrator
Skull Shaver LLC
07.2020 - Current
- Maintains positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Resolves customer complaints while prioritizing customer satisfaction and loyalty.
- Actively listens to customers, handles concerns quickly and escalates major issues to supervisor.
- Enhances customer satisfaction by streamlining support processes and implementing new strategies.
- Manages complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Supervises employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Optimizes workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
- Empowers, motivates, and cross-trains a team of up to 7 members to make decisions; improves efficiency and reduces average answer speed by 12% per month.
- Trains and develops about 10 agents virtually and in-person and regularly mentors associates on performance-oriented strategies and customer service techniques.
- Evaluates employee performance and conveyed constructive feedback to improve skills.
- Prepares and processes payroll bi-weekly. Inputs data into ADP software.
Education
Bachelor of Science - Human Resources Management
Grand Canyon University
Phoenix, AZ05-2027
Some College (No Degree) - Psychology
University of Phoenix
Tempe, AZHigh School Diploma -
Florence Twp Memorial High School
Burlington, NJ06-2017
Skills
- Exceptional communication skills
- Staff training and development
- Effective problem-solving
- Strong leadership and management
- Works well within fast paced environment
- People-oriented, motivating manager
- Excellent organizational and planning
- Efficient in Microsoft/Google Suite
Timeline
Customer Service Manager/Office Administrator
Skull Shaver LLC
07.2020 - Current
Bachelor of Science - Human Resources Management
Grand Canyon University
Some College (No Degree) - Psychology
University of Phoenix
High School Diploma -
Florence Twp Memorial High School
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