Summary
Overview
Work History
Education
Skills
Timeline
Generic

BGrey Bishop Pettiford

Raleigh

Summary

Dynamic Customer Service Representative Lead at Charter Spectrum Communications with a proven track record in enhancing customer satisfaction and optimizing team performance. Skilled in escalation management and team coaching, I successfully implemented training programs that improved first-call resolution rates, fostering a culture of continuous improvement and collaboration.

Overview

13
13
years of professional experience

Work History

Customer Service Representative Lead

Charter Spectrum Communications
02.2018 - 06.2025
  • Mentored junior staff, providing guidance on best practices in customer service.
  • Consistently met or exceeded performance metrics, leading to increased team success and recognition.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Offered personalized solutions for customers by thoroughly understanding their needs and preferences.
  • Maintained detailed records of all interactions with clients, ensuring accurate data collection for future reference.
  • Coordinated closely with other department leads to address interdepartmental issues affecting customer experience outcomes efficiently.
  • Implemented new training programs for better team performance and improved service quality.
  • Played a key role in reducing call wait times by optimizing scheduling and resource allocation.
  • Streamlined workflow processes to increase efficiency and reduce response times.
  • Increased first-call resolution rates through targeted coaching sessions focused on active listening skills for team members.
  • Conducted regular performance evaluations for continuous improvement of team members'' skills and abilities.
  • Managed escalated calls effectively, minimizing negative impact on client relations while maintaining composure under pressure.
  • Resolved escalated customer service inquiries and complaints to maintain satisfaction.
  • Built positive rapport and relationships for high levels of customer satisfaction.

Customer Relationship Marketing Manager

Ascending Charter Academies
05.2012 - 01.2018
  • Mentored junior staff members to develop their skills in relationship marketing, fostering a high-performance environment focused on continuous improvement.
  • Spearheaded partnership with sales department to align on shared goals and develop joint strategies that supported both business objectives and positive customer experiences.
  • Established a system for collecting ongoing feedback from customers through surveys, reviews, and other channels to understand their needs and preferences better.
  • Optimized email marketing campaigns by A/B testing subject lines, content, and send times to maximize open rates, click-through rates, and conversions.
  • Analyzed data trends to identify opportunities for improvement in customer relationships, leading to proactive solutions that optimized the overall customer experience.
  • Leveraged social media platforms as an additional channel for communication with customers, increasing brand awareness and driving community engagement efforts.
  • Implemented a new segmentation strategy for targeted messaging, resulting in increased relevancy and stronger customer connections.
  • Collaborated with cross-functional teams to design and deploy integrated marketing strategies that increased customer engagement and loyalty.
  • Designed loyalty programs that incentivized repeat purchases while maintaining profitability margins for the company.
  • Evaluated competitor activities within the industry to stay informed about market trends and best practices in relationship marketing management.
  • Streamlined internal CRM processes through the implementation of new technology, reducing manual efforts and increasing efficiency within the team.

Education

Bachelor of Science - Business Administration And Management

North Carolina State University
Raleigh, NC
05-2010

Skills

  • Call center experience
  • Reporting and analysis
  • Escalation management
  • Stress tolerance
  • Customer satisfaction measurement
  • Complaint handling
  • Attendance management
  • Live chat support
  • Workforce planning
  • Feedback collection
  • CRM software
  • Email management
  • Collaboration
  • Inbound and outbound calls
  • Data entry
  • Skill development
  • Team coaching
  • Continuous improvement
  • Issue resolution
  • Production goal setting

Timeline

Customer Service Representative Lead

Charter Spectrum Communications
02.2018 - 06.2025

Customer Relationship Marketing Manager

Ascending Charter Academies
05.2012 - 01.2018

Bachelor of Science - Business Administration And Management

North Carolina State University

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