Carlene Walsh
Customer Service Manager
Miami,FL
Summary
Motivated professional well-versed in building productive relationships, resolving complex issues, and winning customer loyalty.
Overview
25
25
years of professional experience
Work History
Customer Service Manager
Accelya Group/Farelogix Inc.
04.2012 - 12.2022
- Managed a two-tier cross-functional Helpdesk team including Incident Managers, for a software Company, located in multiple locations, to include the UIS, Canada, Europe and India
- Supported a worldwide customer base on a 24X7 platform with locations in Asia the Middle East, Australia ,Europe, USA, Canada and Africa.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Spearheaded continuous improvement initiatives to develop standardized procedures and an escalation policy for the customer support team, enhancing operational efficiency and response times.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Fostered open communication with the leadership team to enhance customer service effectiveness through performance monitoring and metric assessment.
- Analyzed reports and monitored incident tickets to pinpoint opportunities for process improvement.
- Directed intelligence gathered from development teams to improve products and user experience.
- Successfully implemented a new CRM system, ensuring a smooth transition for all customers with minimal service disruption.
- Received the distinguish Run HArd Award from the executive team for my hard work and achievement in delivering excellent customer experience.
Project Manager
Cornerstone Information Systems
10.2009 - 07.2011
- Managed the implementation of different application systems from procurement to commission including user acceptance testing.
- Designed and implemented process to to manage customized pre-trip approval process.
- Achieved project deadlines by coordinating with contractors to manage performance.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Proven ability to learn quickly and adapt to new situations.
Business Travel Operations/Account Manager
American Express
01.1998 - 05.2009
- Managed a variety of Travel Agency operations to include Retail and Business Travel Services.
- Managed all aspects of operations to include people management, budgeting and P&L oversight.
- Managed revenue models, process flows, operations support and customer engagement strategies.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Transitioned the Business Travel Service delivery platform to include capacity changes while maintaining service levels and client retention.
- Developed custom solutions for clients based on their unique needs and objectives, delivering tailored services that exceeded expectations every time.
- Maintained employee experience, morale and job satisfaction with positive reinforcement and on-the-job coaching.
- Coordinated with internal departments such as sales, marketing and finance teams to drive account growth initiatives.
- Consistently achieved goals, exceeding revenues YOY.
Skills
- SLA Management
- Data Communications
- People Management
- Communication
- Project Coordination
- Operational Efficiency
- Data Analysis
- Microsoft Office
- Zendesk
- JIRA
- Confluence
- Mail Chimp
Volunteer: Red Cross 2011-2012
Performed administration duties to include managing and directing all in bound calls and ensure proper adherence to company policies.
Education
Bachelor of Arts - Business Administration
New York University
New York, NYKelly Education 2023- Current
Substitute Teacher
Assist Dade County Public Schools by supervising students during the absence of their regular assigned teacher.
Timeline
Customer Service Manager
Accelya Group/Farelogix Inc.
04.2012 - 12.2022
Project Manager
Cornerstone Information Systems
10.2009 - 07.2011
Business Travel Operations/Account Manager
American Express
01.1998 - 05.2009
Bachelor of Arts - Business Administration
New York University
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