Ami Pope
Customer Service Manager
Orlando,FL
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
25
25
years of professional experience
Work History
Associate Manager of Guest Relations
Red Lobster, LLC
Orlando, FL
11.1981 - 02.2024
- Strategically lead and develop a team to enhance performance by setting clear accountable performance measures
- Create a culture and processes which achieve the business goals and objectives with regards to their customer service
- Collaborate with Operations and Marketing Teams to Improve CSAT (Customer Satisfaction)
- Empower and Engage the Customer Service Team
- Grow and enhance the goal of First Call Resolution
- Identify new tools and technologies to better serve the customers, both external an internal
- Use Customer Insight and Root Cause Analytics to identify systemic concerns to promote companywide improvement and deliver these to senior management
- Act as the Voice of the Guest across the organization.
- Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching and development opportunities.
- Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
- Established track record of exceeding targets, KPI’s SLA’s, in a quality led, legislative compliant environment
- Demonstrate ability to motivate and communicate with others at all levels
- Influential relationships skills at all. Able to use these relationships to deliver service improvements
- Excellent communication and negotiation skills.
- Able to adapt and succeed in a changing environment
- Evidence of well-developed leadership skills.
- Developed innovative marketing campaigns that drove brand awareness and customer engagement.
Education
Bachelor of Arts - Humanities
University of Central Florida
Orlando 05.2001 -
Skills
Team Development
Report Generation, Analysis, Presentation
Conflict Resolution
Customer Relationship Management (CRM)
CRM Software
Escalation management
Process Optimization
Proofreading
Dispute Resolution
Problem-solving abilities
De-Escalation Techniques
Timeline
Bachelor of Arts - Humanities
University of Central Florida
05.2001 -
Associate Manager of Guest Relations
Red Lobster, LLC
11.1981 - 02.2024