Summary
Work History
Education
Skills
Locations
Timeline
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Carina Ogee

Atlanta,GA

Summary

Experienced customer service leader with a proven track record in team development, customer satisfaction, and performance improvement. Skilled in fostering inclusive, high-performing teams with a strong focus on customer experience, collaboration, and data-driven insights. Demonstrates exceptional problem-solving and empathy, effectively guiding team members through complex customer challenges. Brings a strategic mindset with a commitment to continuous improvement, making a positive impact on both team dynamics and overall client satisfaction.

Work History

Customer Service Leader

Remote Call Center
  • Company Overview: Remote Customer Service
  • Led a team of customer care representatives, fostering a collaborative and inclusive environment to drive high levels of team engagement and customer satisfaction
  • Developed and implemented training programs to enhance team members' product knowledge and customer service skills, resulting in overall improvement in customer satisfaction scores
  • Monitored key performance metrics, analyzing trends to identify areas for improvement and implementing action plans that increased efficiency and reduced response times by 15%
  • Championed a customer-first approach by addressing escalated inquiries and concerns, successfully resolving complex issues and enhancing overall customer experience
  • Collaborated with cross-functional teams to align customer support initiatives with company goals, facilitating effective communication and service delivery
  • Conducted regular performance reviews, providing constructive feedback and coaching to team members, which improved individual accountability and performance outcomes
  • Utilized CRM software to track customer interactions and analyze feedback, driving continuous improvement in service quality and team performance
  • Remote Customer Service

Warehouse Manager

Furniture Distribution
  • Company Overview: Warehouse Manager
  • Acted as the primary point of contact for customer inquiries and concerns, facilitating communication between clients and internal teams to resolve issues and enhance overall customer experience
  • Managed and supervised warehouse staff, including delivery and assembly teams, ensuring efficient operations and high-quality service delivery that met or exceeded customer expectations
  • Developed and implemented operational procedures that streamlined warehouse workflows, resulting in a 25% increase in on-time deliveries and improved customer satisfaction ratings
  • Conducted training sessions for new hires on customer service best practices and operational procedures, fostering a knowledgeable team equipped to handle customer inquiries effectively
  • Analyzed customer feedback and service performance metrics to identify trends and areas for improvement, driving initiatives that enhanced service quality and team accountability
  • Collaborated with sales, logistics, and product management teams to ensure a seamless customer experience from order placement to delivery, addressing any challenges proactively
  • Oversaw fleet operations, coordinating delivery schedules and routes to optimize efficiency while ensuring compliance with safety and service standards
  • Warehouse Manager

Education

Bachelor's in Computer Science - Computer Science

Southern New Hampshire University
Hooksett, NH
03-2027

Skills

  • Customer service excellence

  • Customer relations

  • Escalation handling

  • Call center experience

  • Technical support

  • Problem-solving

  • Problem-solving abilities

  • Excellent communication

  • Medical terminology

  • Critical thinking

  • Adaptability

  • Written communication

Locations

  • NC, SC
  • GA

Timeline

Customer Service Leader

Remote Call Center

Warehouse Manager

Furniture Distribution

Bachelor's in Computer Science - Computer Science

Southern New Hampshire University

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Carina Ogee