Candace Browne
Milton
Summary
Dynamic Customer Service Manager with a proven track record in developing training programs and streamlining communication processes. Committed to enhancing customer satisfaction through effective problem-solving and team leadership.
Overview
18
18
years of professional experience
Work History
Customer Service Manager
Old Time Pottery Inc.
Pensacola, FL
02.2017 - 09.2020
- Developed training programs for new staff to enhance customer service skills and product knowledge.
- Implemented feedback systems to address customer concerns and improve service delivery.
- Coordinated team schedules to ensure adequate staffing during peak hours, optimizing workflow efficiency.
- Analyzed customer feedback data to identify trends and inform strategic decision-making for service improvements.
- Streamlined communication processes between departments to expedite issue resolution and enhance collaboration.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Followed through with client requests to resolve problems.
Customer Service Supervisor
Adcomm: Navarre Contact Center
Navarre, FL
08.2011 - 01.2017
- Supervised team performance to enhance customer satisfaction and service quality.
- Implemented training programs to develop staff skills and improve service efficiency.
- Analyzed customer feedback to identify areas for process improvement and operational effectiveness.
- Developed and maintained performance metrics to track team productivity and service delivery standards.
- Coordinated scheduling and resource allocation to optimize workflow and meet customer demands.
- Led resolution of escalated customer issues, ensuring timely and effective solutions were provided.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Created, prepared, and delivered reports to various departments.
District Manager
Movie Gallery
Milton, FL
06.2002 - 04.2010
- Led regional operations for multiple locations, ensuring compliance with company policies and procedures.
- Managed financial performance by analyzing sales data and implementing cost-control measures.
- Developed training programs to enhance staff performance and operational efficiency across stores.
- Collaborated with marketing teams to execute promotional campaigns that increased customer engagement.
- Conducted regular performance evaluations, providing constructive feedback to improve team productivity.
- Implemented best practices in customer service to enhance guest satisfaction and loyalty metrics.
- Supervised various locations, enforcing high-quality standards of operation.
- Oversaw successful store openings, coordinating logistics, staffing, training, and promotional efforts to ensure smooth transitions for new locations.
- Managed budget development process for the district, allocating resources effectively to drive growth while remaining fiscally responsible.
- Developed and maintained strong relationships with vendors, negotiating preferential pricing and delivery terms to optimize supply chain efficiency while maintaining quality standards across the district.
- Optimized staffing levels to match store traffic patterns, improving customer service and reducing labor costs.
Education
High School Diploma -
Santa Rosa Adult School
Milton, FL05-1999
Skills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Customer relations
- Time management
- Training and mentoring
- Decision-making
- Excellent time management skills
- Cash handling
- Adherence to high customer service standards
- Team building and leadership
- Customer relationship management (CRM)
- Conflict resolution techniques
- Handling escalations
Timeline
Customer Service Manager
Old Time Pottery Inc.
02.2017 - 09.2020
Customer Service Supervisor
Adcomm: Navarre Contact Center
08.2011 - 01.2017
District Manager
Movie Gallery
06.2002 - 04.2010
High School Diploma -
Santa Rosa Adult School