Nicola Crawford
Customer Service Manager
Saint George,UT
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
21
21
years of professional experience
1
1
year of post-secondary education
Work History
Customer Service Manager
Balance of Nature
Saint George, UT
02.2021 - Current
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
- Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Devised and published metrics to measure organization's success in delivering world class customer service.
- Worked with marketing department to launch and manage promotional activities and campaigns.
- Consistently managed 10-20 person staff, effectively resolving issues, which resulted in highest ever production stats.
- Spearheaded customer satisfaction survey and analyzed results to make action plans.
- Assessed call center trends to identify improvement opportunities and devise forward-thinking approaches to better align processes with intended results.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Coordinated resolutions for more than 879 daily customer inquiries while consistently achieving performance targets.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Resolved concerns with products or services to help with retention and drive sales.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Followed through with client requests to resolve problems.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
- Boosted traceability initiatives by managing client correspondence, tracking records and utilizing data communications.
- Monitored customer service operations to assess agent performance and provide feedback.
- Managed department call volume of 800-2500 calls per day and coordinated department schedules to maximize coverage during peak hours.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Sustained continuous improvement by implementing customer interface management systems through telephone communication, email marketing, live chat services and social media.
- Improved customer service initiatives by streamlining sales and order management processes.
- Increased regulatory compliance by accurately completing tasks and adhering to safety regulations.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Managed senior-level personnel working in marketing and sales capacities.
- Directed training and retraining of employees to boost performance and enhance business results.
Reception and Routing Agent
Balance of Nature
Saint George, UT
12.2020 - 02.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided information regarding charge accounts and loyalty programs.
- Recommended products to customers, thoroughly explaining details.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Responded to customer requests for products, services and company information.
- Answered constant flow of customer calls with minimal wait times.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Communicated professionally with colleagues, freelancers and clients.
- Investigated and resolved customer inquiries and complaints quickly.
- Surpassed sales goals through implementation of effective marketing strategies.
- Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Resolved account issues over phone with 80 + customers daily.
- Applied highly effective selling skills while properly engaging and presenting solutions to customers.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Sought ways to improve processes and services provided.
- Met customer call guidelines for service levels, handle time and productivity.
- Answered average of 125 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Investigated and resolved accounting, service and delivery concerns.
Office Manager/ Dispatcher
TransAm Distributing
West Jordan, UT
11.2003 - 07.2019
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Managed budgets, appointment scheduling, employee and event itineraries and accounts to improve productivity initiatives.
- Managed office operations while scheduling appointments for department managers.
- Communicated corporate objectives across divisions through regular correspondence and scheduled status updates.
- Coordinated special projects and managed schedules.
- Sourced vendors for special project needs and negotiated contracts.
- Compared vendor prices and negotiated for optimal savings.
Customer Service/ Administrative
Diverse Marketing Solutions
Saint George, UT
09.2010 - 12.2012
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Maintained daily reports and advised executive leaders in decision-making processes.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Assisted coworkers and staff members with special tasks on daily basis.
- Completed forms, reports, logs and records to quickly handle all documentation for human resources.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
- Conducted invoicing and investigated accounts receivables discrepancies.
- Maintained clean reception area to promote positive, professional environment for clients.
- Managed phone and email correspondence and handled incoming and outgoing mail.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Created and implemented standard operating procedures for records handling.
- Managed filing system, entered data and completed other clerical tasks.
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
- Established administrative work procedures to track staff's daily tasks.
- Performed research to collect and record industry data.
Customer Service Manager
Whitney Consulting
Salt Lake City, UT
08.2000 - 10.2002
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
- Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status.
- Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies.
- Increased customer retention by developing and offering unique discount options while driving interest in new product lines.
- Contacted existing and prospective customers by phone or email on consistent basis, which resulted in regularly surpassing sales targets.
- Resolved concerns with products or services to help with retention and drive sales.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Increased regulatory compliance by accurately completing tasks and adhering to safety regulations.
Education
Masters of Communication 1 - Communications
Hubbard Business College
03.2021 - 03.2022
Learning How To Learn Course
Hubbard Business College
12.2020 - 02.2021
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GED
Salt Lake Community College
Dixie State University
Public Speaking Course
Hubbard Business College
10.2021 - 10.2021
Skills
Inter-department collaboration
Personnel training and development
Administrative support
Staff Management
CRM
Customer-focused
Team Building
Effective problem solver
Effective workflow management
Exceptional interpersonal communication
Creative problem solving
Accomplishments
- Supervised team of 10-20 remote and in office agents.
- Increased department productivity 100% by implementing several process improvements.
- Managed the highest ever producing agents in my Department.
Timeline
Public Speaking Course
Hubbard Business College
10.2021 - 10.2021
Masters of Communication 1 - Communications
Hubbard Business College
03.2021 - 03.2022
Customer Service Manager
Balance of Nature
02.2021 - Current
Learning How To Learn Course
Hubbard Business College
12.2020 - 02.2021
Reception and Routing Agent
Balance of Nature
12.2020 - 02.2021
Customer Service/ Administrative
Diverse Marketing Solutions
09.2010 - 12.2012
Office Manager/ Dispatcher
TransAm Distributing
11.2003 - 07.2019
Customer Service Manager
Whitney Consulting
08.2000 - 10.2002
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GED
Salt Lake Community College
Dixie State University