Beth Baldwin
Clackamas,OR
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
22
22
years of professional experience
Work History
Call Center Supervisor
Signpost
11.2017 - 03.2024
- Provided guidance, training, coaching and mentoring to call center team members.
- Monitored calls for quality assurance purposes.
- Monitored call center performance metrics, such as average call wait time, customer satisfaction, and call abandonment rate.
- Developed and implemented strategies to improve customer service and increase customer satisfaction.
- Trained and coached call center agents on customer service best practices.
- Monitored and evaluated agent performance and provide feedback.
- Delivered constructive call process feedback.
Marketer
Securus Payments
Portland, OR
05.2013 - 03.2017
- Conducted outbound calls to potential customers regarding new products and services.
- Identified sales opportunities by actively listening to customer responses during calls.
- Scheduled appointments for Sales Representatives..
- Developed strategies to increase customer satisfaction levels through improved telephone communication techniques.
Customer Service Representative
Oregon DMV
06.2002 - 04.2010
- Assured accurate and timely responses to driver and vehicle queries.
- Mastered the use of customer service software and protocols.
- Resolved complex customer issues, enhancing overall satisfaction.
- Resolved complex motor vehicle inquiries, enhancing customer satisfaction.
Skills
- Enjoy talking on the phone
- Time Management
- Type 100 wpm
- Client Relationship Management
Timeline
Call Center Supervisor
Signpost
11.2017 - 03.2024
Marketer
Securus Payments
05.2013 - 03.2017
Customer Service Representative
Oregon DMV
06.2002 - 04.2010
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