Andy Fernandez
Tampa,FL
Summary
Dynamic Customer Service Team Lead at Burlington Coat Factory, adept at enhancing customer satisfaction through effective policy enforcement and creative problem-solving. Successfully coached staff, improving service techniques and fostering long-term relationships by addressing escalated concerns. Led initiatives that drove continuous improvement, ensuring a high-quality customer experience.
Overview
1
1
year of professional experience
Work History
Customer Service Team Lead
BURLINGTON COAT FACTORY, INC
11.2023 - Current
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
Education
Accounting And Finance Technician - Accounting And Finance
IPE Protesta De Baragua
Santa Clara ,Cuba11-2022
Skills
- Customer satisfaction
- Policy enforcement
- Professional telephone demeanor
- Staff education and training
- Retail store support
- Creative problem solving
Accomplishments
- Documented and resolved [Issue] which led to [Results].
Languages
Spanish
Native or Bilingual
English
Professional Working
Timeline
Customer Service Team Lead
BURLINGTON COAT FACTORY, INC
11.2023 - Current
Accounting And Finance Technician - Accounting And Finance
IPE Protesta De Baragua