Bethany Miller
Virginia Beach,VA
Summary
Proven leader in customer service management at 3Z Brands, adept at resolving complaints and boosting satisfaction. Excelled in staff training and inter-department collaboration, significantly reducing customer issues. Skilled in Microsoft Excel and fostering exceptional interpersonal relationships, consistently exceeding performance metrics. Demonstrated expertise in handling sensitive client information and improving service processes. Awarded super star of the month twice.
Managed large volumes of work including incoming Chats, Email and Phones. Great at multitasking . High commitment to provide best in class customer service. Promoted quickly through the ranks from Tier 1 to team lead and then manager.
Overview
12
12
years of professional experience
Work History
Customer Service Manager
3Z Brands
01.2021 - 09.2024
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Processed price match refunds.
- Oversee and process warranty replacements.
- Sales calls and support.
Client Service Representative
LifeNet Health
09.2017 - 01.2021
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Participated in regular meetings with management to discuss performance goals, strategies for improvement, and ongoing challenges faced by the team.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Consistently met or exceeded performance metrics while juggling multiple tasks effectively under tight deadlines.
- Met customer call guidelines for service levels, handle time and productivity.
- Overnight on call to dispatch drivers to pick up and deliver time sensitive bio implants to hospitals for patient surgeries.
Patient Support Specialist
First Colonial Family Practice
05.2012 - 08.2017
- Provided empathetic support to patients during difficult medical situations, fostering trust and rapport.
- Served as a liaison between patients and physicians.
- High volume incoming calls support.
- Prescription refill requests.
Education
Nursing
Tidewater Community College
Virginia Beach, VACertified Phlebotomist Specialist - Phlebotomy
Pryor Community College
Pryor, OK2010
Sequim High
Sequim, WA2001
Skills
Effective problem solver
Excellent time management skills
Staff education and training
Exceptional interpersonal communication
Inter-department collaboration
Complaint resolution
Microsoft Outlook, Word and Excel
Retail platforms
Timeline
Customer Service Manager
3Z Brands
01.2021 - 09.2024
Client Service Representative
LifeNet Health
09.2017 - 01.2021
Patient Support Specialist
First Colonial Family Practice
05.2012 - 08.2017
Nursing
Tidewater Community College
Certified Phlebotomist Specialist - Phlebotomy
Pryor Community College
Sequim High