Syspro
Amber Olds
Frazee,MN
Summary
Proven leader in customer service management, excelling at Lakeshirts with a track record of enhancing customer satisfaction and loyalty through effective problem-solving and staff training. Skilled in CRM and talent development, significantly improved service standards and employee performance, demonstrating a commitment to excellence and a results-driven approach.
Overview
11
11
years of professional experience
Work History
Customer Service Manager - Resort Division
Lakeshirts
06.2015 - Current
- Followed through with client requests to resolve problems.
- Supervised team of 15-20 employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Took ownership of customer issues and followed problems through to resolution.
- Assisted with pricing questions, inventory availability, changes to existing orders and shipping information.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Established employee performance goals and provided feedback on methods for reaching those milestones.
- Recruited, interviewed, hired employees and implemented mentoring program to promote positive feedback and engagement.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
House Coordinator
Diamond Willow Assisted Living
12.2013 - 05.2015
- Completed schedules, shift reports, and other business documentation.
- Increased employee performance through effective supervision and training.
- Evaluated employee performance and developed improvement plans.
- Placed orders for housekeeping supplies and guest toiletries.
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Monitored staff performance and provided feedback to drive productivity.
- Completed financial tasks by estimating costs and preparing and managing budgets.
Education
High School Diploma -
Frazee-Vergas High School
Frazee, MNSkills
- Talent Development
- Workflow Management
- Schedule Coordination
- One Call Resolution
- Report Preparation
- Training and mentoring
- Handling Escalations
- Exceptional telephone etiquette
- MS Office expert
- Decision-Making
- Positive and Constructive Feedback
- Customer Relationship Management (CRM)
- Staff Management
- Adherence to high customer service standards
- Customer Service
- Problem-Solving
Software
Salesforce
Microsoft Excel, Word, Publisher
Timeline
Customer Service Manager - Resort Division
Lakeshirts
06.2015 - Current
House Coordinator
Diamond Willow Assisted Living
12.2013 - 05.2015
High School Diploma -
Frazee-Vergas High School
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