Amy Fishon
Huntington Station,NY
Summary
Customer Service Manager | Talented Customer Service Manager bringing 15 years of call center work experience in inbound, outbound and blended environments. Maintains positive client relations and solves problems with excellent communication skills. Hardworking professional possesses knowledge of management methods and techniques. CRM and EDI proficient. Skills | Customer Service | Customer Experience | Training & Development | Team Management | Employee Development
Overview
28
28
years of professional experience
Work History
Sr. Manager, Customer Service
OccuNomix International
09.2022 - 03.2023
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Worked on EDI and SAP process improvements within Microsoft Dynamics and Mulesoft
- Developed and led process improvements to optimize operations and reduce costs.
- Worked cross-functionally with marketing, sales and finance departments.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Recruited and trained new employees to meet job requirements.
- Interviewed prospective employees and provided input to HR on hiring decisions.
Customer Service Manager
Mattress Firm
01.2018 - 07.2022
- Oversaw team of 4 customer service supervisors with 15 direct reports each handling phone, live chat and email inquiries
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
- Developed process flows and SOP's for the teams use of Microsoft Dynamics EDI and Salesforce CRM as it applied
- 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
- Worked with recruiting teams and human resources representatives to accomplish hiring objectives
- Oriented newly hired employees by providing company information, facilitating onboarding processes and establishing position-related requirements
- Partnered with HR team to outline and define position requirements in accordance with company needs
- Reviewed resumes and employment applications and interviewed applicants to evaluate work history and other qualifications
- Exceeded team goals and collaborated with staff members to implement customer service initiatives
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals
- Established team priorities, maintained schedules and monitored performance.
Customer Service Supervisor
01.2016 - 12.2018
- Oversaw team of 15 Customer Service agents
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness
- Kept abreast of new company products and services to effectively answer questions and resolve complaints
- Exceeded team goals and collaborated with staff members to implement customer service initiatives
- Coached team members to deliver hospitable, professional service while adhering to set service models
- Assessed personnel performance and implemented incentives and team-building events to boost morale
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Customer Relations Representative
Amy Fishon
01.2015 - 01.2016
- Amykeller96@yahoo.com| |
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
- Responded to agency complaints such as BBB, OAG and Consumer Affairs
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information
- Communicated with followers to promptly respond to queries and monitor reviews
- Monitored online presence of company's brand to engage with users and strengthen customer relationships
- Reviewed and prepared written correspondence to address complex and sensitive customer complaints and inquires
- Managed regulatory complaints team in activities associated with resolution of customer complaints received by federal and state regulators.
Customer Service Lead
Sleepy's
04.2010 - 01.2015
- Helped operators handle incoming calls and managed escalated needs with targeted resolutions
- Handled up to 50 calls per day from agents and customers
- Resolved customer service issues using company processes and policies and provided updates to customers
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing
- Identified opportunities to streamline processes by targeting areas of inefficiency and implementing improvements
- Trained, oversaw and mentored new team members to strengthen performance and job expertise
- Reviewed associate performance to identify training needs.
Customer Service Representative
American Oxygen Co
11.2007 - 04.2010
- Provided primary customer support to internal and external customers
- Maintained customer satisfaction with forward- thinking strategies focused on addressing customer needs and resolving concerns
- Offered advice and assistance to customers, paying attention to special needs or wants
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Recorded account information to open new customer accounts
- Responded to customer requests for products, services and company information
- Planned and adjusted optimal routes for delivery drivers based on traffic and weather conditions.
Lead Underwriter
GEICO
06.2000 - 11.2007
Customer Service Representative
01.1995 - 06.2000
Education
Business Management
Long Island University
Greenvale, NYSkills
- Customer Service
- Teamwork and Collaboration
- Employee Development
- Problem Resolution
- Hiring and Training
- Salesforce CRM software proficiency
- Microsoft Dynamics EDI
- EDI Implementation
- EDI Testing Procedures
Timeline
Sr. Manager, Customer Service
OccuNomix International
09.2022 - 03.2023
Customer Service Manager
Mattress Firm
01.2018 - 07.2022
Customer Service Supervisor
01.2016 - 12.2018
Customer Relations Representative
Amy Fishon
01.2015 - 01.2016
Customer Service Lead
Sleepy's
04.2010 - 01.2015
Customer Service Representative
American Oxygen Co
11.2007 - 04.2010
Lead Underwriter
GEICO
06.2000 - 11.2007
Customer Service Representative
01.1995 - 06.2000
Business Management
Long Island University