Bobbie Dawson
Customer Service
Columbus,OH
Summary
Accomplished Sr Customer Service Supervisor with a proven track record at Benchmark Education Company, enhancing customer satisfaction and reducing turnover through strategic leadership and effective communication. Skilled in CRM software and team collaboration, I've significantly improved service quality and efficiency, fostering professional growth within teams and bolstering client relationships. While I am professional I am also personable and very approachable. I have found that you build a strong team when your team knows that they can count on you for help.
Overview
11
11
years of professional experience
Work History
Sr Customer Service Supervisor
Benchmark Education Company
02.2016 - Current
- Monitored customer feedback to identify areas of improvement in customer experience.
- Reduced employee turnover by creating a supportive work environment that encouraged open communication and collaboration among team members.
- Led monthly meetings with the team, discussing performance metrics and setting goals for continuous improvement.
- Managed a team of customer service representatives, ensuring timely resolution of client inquiries and issues.
- Conducted regular evaluations of individual staff members'' work performance, providing constructive feedback to ensure continued growth and development within their roles.
- Increased customer satisfaction by implementing new strategies to improve service quality and efficiency.
- Mentored junior supervisors and provided guidance on effective management techniques, fostering professional growth among staff members.
- Established performance standards that helped enhance the overall efficiency of the Customer Service department.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Customer Service Representative
ODW Logistics
04.2013 - 02.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Improved resolution time with effective problem-solving for customer complaints.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Investigated and resolved customer inquiries and complaints quickly.
Education
High School Diploma -
Tolsia High School
Glenn Hayes West Virginia 06.1989
Skills
- Customer Satisfaction
- Client Relationship Building
- Call center experience
- Stress Tolerance
- Complaint Handling
- Workload Management
- Professionalism and Etiquette
- CRM software proficiency
- Team Collaboration
- Online chat and email
- Shipment Tracking
- Public Speaking
- Shipping coordination
- Account Management
- Customer Service
- Customer Service Management
- Phone and Email Etiquette
- Leadership Development
- Staff Management
- Inventory Management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Mentored new customer service representatives in telephone etiquette and problem solving skills, improving their overall confidence and enabling them to begin taking calls within days of hire.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of [Number] staff members.
- Achieved [Result] by completing [Task] with accuracy and efficiency.
Timeline
Sr Customer Service Supervisor
Benchmark Education Company
02.2016 - Current
Customer Service Representative
ODW Logistics
04.2013 - 02.2016
High School Diploma -
Tolsia High School
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