Customer Service Manager
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Followed through with client requests to resolve problems.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Monitored customer service operations to assess agent performance and provide feedback.
- Resolved concerns with products or services to help with retention and drive sales.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.