Amy Fishon
West Babylon,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, ERP and EDI experience Skills | Customer Service | Customer Experience | Training & Development | Team Management | Employee Development
Overview
15
15
years of professional experience
Work History
Order Fulfillment Associate
Allure Eyewear
Melville, NY
03.2024 - Current
- Coordinated with other departments to ensure efficient and timely processing of orders.
- Demonstrated great teamwork skills with staff members involved in production and transport.
- Verified order accuracy prior to shipment.
- Organized shipments according to customer requirements, including order entry, pick-pack-ship operations and customs clearance.
- Handled customer returns according to established guidelines.
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 ERP process improvements within Microsoft Dynamics and True Commerce
- 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.
- Recruited and trained new employees to meet job requirements.
Customer Service Manager
Mattress Firm
04.2010 - 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 ERP and Salesforce CRM as it applied
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
- 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
- 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
Customer Service Supervisor
Mattress Firm
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
- 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
Customer Relations Representative
Mattress Firm
01.2015 - 01.2016
- 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
- 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
Customer Service Lead
Sleepy's/Mattress Firm
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
Education
Some College (No Degree) - Business Management
Long Island University
Greenvale, NYSkills
- Customer Service
- Teamwork and Collaboration
- Employee Development
- Problem Resolution
- Hiring and Training
- Salesforce CRM software proficiency
- True Commerce EDI
- Microsoft Dynamics ERP
- EDI Testing Procedures
Timeline
Order Fulfillment Associate
Allure Eyewear
03.2024 - Current
Sr. Manager, Customer Service
OccuNomix International
09.2022 - 03.2023
Customer Service Supervisor
Mattress Firm
01.2016 - 12.2018
Customer Relations Representative
Mattress Firm
01.2015 - 01.2016
Customer Service Manager
Mattress Firm
04.2010 - 07.2022
Customer Service Lead
Sleepy's/Mattress Firm
04.2010 - 01.2015
Some College (No Degree) - Business Management
Long Island University
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