Apryl Flowers
Gulfport,MS
Summary
Professional with experience in customer service leadership, prepared for this role. Skilled in team collaboration, conflict resolution, and driving performance improvement. Strong focus on achieving results and adapting to changing needs. Known for reliability, communication skills, and fostering positive team environment.
Overview
12
12
years of professional experience
Work History
Customer Service Manager
NTTA
Plano, TX
11.2023 - 08.2025
- Directed daily operations for a high-volume customer service team, ensuring consistent delivery of accurate, compliant, and customer-centric support.
- Led complex escalations across legal and regulated environments, resolving issues with transparency and strategic communication.
- Coached and developed staff through targeted feedback, performance plans, and skill-building initiatives that improved team capability and morale.
- Designed and implemented scalable workflows that increased efficiency, reduced errors, and improved service consistency.
- Partnered with cross-functional teams—including Legal, Compliance, and Operations—to align service delivery with organizational standards.
- Translated service challenges into actionable improvements, resulting in measurable gains in customer satisfaction and operational accuracy.
- Enhanced customer interactions by implementing CRM tools, streamlining case management for faster resolutions.
- Conducted regular compliance audits to ensure adherence to industry regulations and organizational standards.
- Facilitated cross-training sessions among teams to foster versatility and improve overall service delivery efficiency.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Coached new team members on service techniques and provided scoring through quality assurance program.
Customer Experience Supervisor
NTTA
Plano, TX
07.2017 - 11.2023
- Supervised frontline agents in a fast-paced call center environment, ensuring adherence to quality standards and service expectations.
- Managed escalated customer concerns, providing solutions that balanced customer needs with regulatory requirements.
- Monitored KPIs such as AHT, CSAT, QA scores, and productivity metrics, using data to guide coaching and process adjustments.
- Supported onboarding and training initiatives to strengthen team readiness and reduce ramp-up time.
- Collaborated with leadership to refine SOPs and improve workflow efficiency.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Resolved customer service issues using company processes and policies and provided updates to customers.
Assistance Manager
InTouch Credit Union
Plano, TX
09.2013 - 07.2017
- Delivered high-quality customer support across multiple channels, consistently meeting or exceeding performance targets.
- Identified recurring service issues and provided feedback that informed process improvements.
- Served as a subject-matter resource for peers, assisting with complex inquiries and mentoring new hires.
- Led complex escalations across legal, banking, and regulated environments, resolving issues with transparency and strategic communication.
Education
Studied Nursing -
Mississippi Gulf Coast Community College
Gulfport, MS01-1990
Skills
- CRM Platforms
- Call Center Systems & Telephony
- Microsoft Office Suite
- Workflow & Knowledge Management Tools
- Reporting & Dashboard Tools
- Transparent, people-focused leadership style
- Strong communication and conflict-resolution skills
- Ability to stabilize teams during high-pressure situations
- Skilled at turning service challenges into operational improvements
Accomplishments
- Improved customer satisfaction scores through targeted coaching and workflow redesign.
- Reduced escalation resolution time by implementing structured communication and follow-up processes.
- Increased team performance and accuracy through data-driven coaching and quality initiatives.
- Strengthened cross-department collaboration, resulting in smoother handoffs and more consistent customer outcomes.
Core Competencies
- Customer Experience Leadership
- Escalation Management
- Team Development & Coaching
- Process Optimization
- Service Delivery & Operations
- Compliance & Risk Awareness
- Performance Management
- Cross-Functional Collaboration
- Workflow Design & SOP Development
- Quality Assurance & Continuous Improvement
Timeline
Customer Service Manager
NTTA
11.2023 - 08.2025
Customer Experience Supervisor
NTTA
07.2017 - 11.2023
Assistance Manager
InTouch Credit Union
09.2013 - 07.2017
Studied Nursing -
Mississippi Gulf Coast Community College