Summary
Overview
Work History
Education
Skills
Timeline
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Carnelius Starks

Peoria,IL

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

18
18
years of professional experience

Work History

Senior Customer Service Supervisor

Amazon LLC
09.2016 - Current
    • Managed a team of customer service representatives, ensuring timely resolution of client inquiries and issues.
    • Increased customer satisfaction by implementing new strategies to improve service quality and efficiency.
    • Developed and implemented training programs for staff, improving overall performance and productivity.
    • Collaborated with other departments to streamline processes, enhancing customer experience and reducing response times.
    • Created comprehensive reports on team performance, highlighting areas for improvement and recommending actionable solutions.
    • Led monthly meetings with the team, discussing performance metrics and setting goals for continuous improvement.
    • Introduced tools such as CRM systems (ServiceNow, SalesForce, AC3, and Zendesk) to help track customer interactions more effectively, leading to better-informed decision-making processes within the organization.

Team Leader

Wipro LLC
06.2021 - 02.2022
  • Managing Daily Operations (Health Care Benefits Enrollment Team
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
  • Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
  • Set performance expectations for my team, monitored progress toward goals and provided constructive feedback as needed.
  • Conducted risk assessments for each project phase, proactively identifying potential obstacles before they become significant challenges.

Customer Service Team Lead / Tech Support

HGS Solutions
05.2009 - 03.2020
  • Sold bundle packs of products and services on behalf of AT&T to clients depending on their requests, and, economic suitability while providing any tier 1 & 2 tech support needs.
  • Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
  • Enhanced team productivity by providing ongoing training and coaching to Customer Service Representatives.
  • Developed innovative solutions to recurring customer issues, minimizing repeat calls and enhancing overall satisfaction levels.
  • Participated actively in company-wide projects aimed at refining policies or introducing new customer service initiatives.

Floor Supervisor/ Trainer

Luebke Baker & Associates
11.2005 - 04.2009
  • Trained call center reps (classes ranging from 20 to 40 new hires) in efficient utilization of company metrics, product services, sales and tech support.
  • Enhanced customer satisfaction by effectively managing floor operations and addressing concerns promptly.
  • Streamlined daily processes for increased efficiency, implementing new procedures and best practices.
  • Maintained accurate records pertaining to personnel matters such as attendance tracking or performance evaluation documentation.
  • Assisted supervisor with feedback for employee performance evaluations.
  • Optimized employee performance by conducting regular evaluations and providing constructive feedback.

Education

Associate of Science - Criminal Justice

Richland Community College
Dallas, TX
08.2017

Skills

  • SaaS
  • HIPAA
  • Asset Management
  • ServiceNow
  • Process Improvement
  • Escalation management
  • Live chat support
  • Client Relationship Building
  • Service Level Agreements
  • Customer Satisfaction
  • Technical knowledge
  • Sales Support
  • CRM software proficiency

Timeline

Team Leader

Wipro LLC
06.2021 - 02.2022

Senior Customer Service Supervisor

Amazon LLC
09.2016 - Current

Customer Service Team Lead / Tech Support

HGS Solutions
05.2009 - 03.2020

Floor Supervisor/ Trainer

Luebke Baker & Associates
11.2005 - 04.2009

Associate of Science - Criminal Justice

Richland Community College

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Carnelius Starks