Brenda Lagnese
Willow Spring,NC
Summary
Customer service is my #1 priority!
I am a detail-oriented individual with exceptional communication and project management skills. I can handle multiple tasks effectively and efficiently in fast-paced environments. I thrive on taking a proactive approach to identifying and addressing issues, with my focus on optimizing processes and supporting team objectives. I am ridiculously organized and highly dependable. I am a team player and I am always willing to take on added responsibilities to meet team goals. As a customer service professional for over 20 years, I bring valuable experience in addressing and resolving customer issues effectively.
Overview
21
21
years of professional experience
Work History
Self Empoyed
The Little Witty Shop
11.2019 - Current
- Self-driven and motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and design new items and keep costs down and client interest high.
- Excellent communication skills, both verbal and written.
- Managed time efficiently in order to complete all tasks within Etsy's shipping deadlines.
- Organized and detail-oriented with a strong work ethic.
- Received over 1,500 5+ star reviews in a row.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Maintained high levels of customer retention (40%) with proactive relationship-building strategies.
- Solved issues in a timely and satisfactory manner to clients.
- Increased repeat business by personalizing customer interactions and remembering client preferences.
Owner
Furry Friends of Fuquay
01.2013 - 11.2019
- Managed day-to-day business operations.
- Customer Service was my #1 goal.
- Interacted well with customers to build connections and nurture relationships.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional customer service.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Trained and motivated employees to perform daily business functions.
- Implemented marketing strategies to increase brand awareness and attract new customers.
- Evaluated industry competition regularly to maintain a competitive advantage in the marketplace.
Customer Service Manager
Tumbleweed Pottery
01.2006 - 01.2013
- Trained and supervised 10 office employees, while fostering a positive work environment focused on teamwork and collaboration.
- Assisted in sales/marketing team.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
Customer Service Manager
Harris Teeter
01.2004 - 01.2006
- Hired, coached and mentored front end team members to achieve professional growth and improved performance.
- Identified opportunities and found solutions for continuous improvement.
- Reduced employee turnover rate through focused training programs and targeted hiring strategies.
- Managed daily scheduling and staffing needs, ensuring optimal coverage during peak business hours.
- Enhanced daily customer experience by prioritizing our customers needs and filling them.
- Served as a point of escalation for complex customer concerns requiring managerial intervention.
- Conducted regular performance reviews, providing constructive feedback to support employee development.
- Analyzed customer feedback data to identify trends and areas for improvement.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Continually scored 100 on all personal mystery shops.
- Received a 98% on supervisors/regional managers department walk through.
Education
High School Diploma -
St. Rose High School
Belmar, New JerseySecretarial/Business Degree - Business
Stuart Business School
Belmar, NJ06.1987
Skills
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Attention to Detail
- Dependable and Responsible
- Multitasking Abilities
- Excellent Communication
- Organizational Skills
Languages
English
Timeline
Self Empoyed
The Little Witty Shop
11.2019 - Current
Owner
Furry Friends of Fuquay
01.2013 - 11.2019
Customer Service Manager
Tumbleweed Pottery
01.2006 - 01.2013
Customer Service Manager
Harris Teeter
01.2004 - 01.2006
High School Diploma -
St. Rose High School
Secretarial/Business Degree - Business
Stuart Business School
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