Ann Marie Johnson
Summary
Hands-on Customer Service Manager effective in motivating others to reach optimum potential. Collaborative multitasker with thoughtful leadership style and equitable task delegation. Organized facilitator of numerous competing variables to meet team goals of serving clientele. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
5
5
years of professional experience
Work History
Customer Service Manager
Contractor Arise
03.2020 - Current
- Collaborated with internal teams to continuously improve recruitment processes and execute as efficiently as possible.
- Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Conduct phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Build strong relationships with internal and external candidates to ensure an excellent hiring experience.
- Trained and supervised team of customer service representatives in providing quality service to customers.
Lead Customer Service Manager
Catering By Nancy
12.2018 - 03.2020
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Generated customer satisfaction surveys to analyze results into action plans.
- Negotiated contracts with outside carriers to minimize costs to company and customers.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
Education
GED -
McFatter Vocational
2013
Skills
- Coaching and Training
- Verbal and Written Communication
- Employee Performance Reviews
- Customer Retention
- High Customer Service Standards Adherence
- Client Relations and Retention
- Cold Calling /Answering Questions
- Staff Meetings
- Call Center Operations
- Personnel Training and Development
- Performance Tracking and Evaluations
- Interview Screen Process
Timeline
Customer Service Manager
Contractor Arise
03.2020 - Current
Lead Customer Service Manager
Catering By Nancy
12.2018 - 03.2020
GED -
McFatter Vocational
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