Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Beth Groene

Dayton,Ohio

Summary

Experienced leader bringing 20 years of quality performance in customer support via front line and supervisor roles. Three years of Work From Home experience, beginning when company moved to remote work. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Customer Care Supervisor

VS&CO
11.2003 - 05.2023
  • Provided guidance and support to team members when dealing with difficult customers or challenging situations
  • Investigated and resolved complex customer complaints efficiently and effectively utilizing problem-solving techniques to quickly resolve customer inquiries or issues
  • Established effective working relationships with upper-level management, peers and my team members provided services related to Customer Care needs
  • Provided ongoing daily feedback and insights into customer experience to manager
  • Identified opportunities for process improvements
  • Conducted regular performance reviews for the team of Customer Care Representatives to ensure goals were met
  • Participated in meetings or workshops aimed at learning new or improved existing processes for providing superior levels of customer care
  • Collaborated with other departments as needed to resolve customer inquiries or concerns
  • Implemented customer service policies, procedures, and standards to improve customer satisfaction to associates
  • Developed and maintained strong relationships with customers through effective communication skills.

Education

Family Services -

Bowling Green State University
Bowling Green, OH

Skills

  • Customer Care & Interactions
  • Creative Thinking
  • Team Goals
  • Team Building &Motivation
  • Escalation Management
  • Customer Experience Improvement
  • Process and Performance Improvement
  • Motivational Leadership
  • Call Center Processes
  • Cross Functional Collaboration
  • Escalation Support
  • Brand representation
  • Training and mentoring

Certification

Crucial Conversations

Timeline

Customer Care Supervisor

VS&CO
11.2003 - 05.2023

Family Services -

Bowling Green State University

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Beth Groene