Carol Woodward
Henderson,NV
Summary
Dedicated Customer Support Specialist with a proven track record of providing exemplary service and resolving customer issues efficiently. Aspiring to join Tropic's dynamic team, I am committed to serving as the frontline support, ensuring prompt and effective assistance to all inbound support requests. With expertise in triaging support tickets, resolving issues with empathy, and collaborating cross-functionally, I aim to contribute significantly to scaling Tropic's Customer Support team while maintaining exceptional levels of customer satisfaction.
Overview
34
34
years of professional experience
Work History
Administrative Manager
R&M Auto Repair
Henderson, NV
04.2022 - 01.2024
- Created and revised systems and procedures by analyzing operating practices, recordkeeping systems and forms control.
- Gathered and documented detailed information from customers to facilitate problem identification and resolution, maintaining comprehensive documentation of customer interactions
- Analyzed internal processes and recommended and implemented procedural or policy changes to improve operations.
- Demonstrated independent problem-solving skills and proactive thinking in resolving customer issues, striving for creative issues when necessary.
Owner/Administrator
CW Pools Swimming Pool Service and Repair
Palm Springs, CA
05.2012 - 03.2022
- Developed and initiated identifying gaps in service processes and implemented solutions to enhance team efficiency and customer satisfaction.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client/team relationships.
- Improved company's quality and productivity by streamlining systems and processes by implementing SaaS technologies (Paythepoolman, Freshbooks, Hydroscribe) resulting in overall customer satisfaction and service.
- Maintained updated knowledge through continuing education and advanced training.
- Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
Senior Customer Service Representative
FedEx Express
Los Angeles, CA
02.1990 - 09.2016
- Successfully resolved customer inquiries, concerns, and technical issues in a timely and professional manner, exceeding service level agreements
- Maintained meticulous documentation and follow-up procedures, ensuring accurate records and seamless handoffs between team members
- Utilized in-depth knowledge of support workflows and escalation processes to streamline ticket resolution and improve team efficiency
- Demonstrated strong problem-solving skills by independently analyzing complex issues and implementing effective solutions, reducing escalations
- Acted as the primary point of contact for all inbound customer support requests, demonstrating professionalism, empathy, and efficiency in issue resolution
Education
Bachelor of Science - Professional & Liberal Studies
Dowling College
Oakdale, NY05-2015
Skills
- Organizational skills, including the ability to manage multiple tasks and prioritize effectively
- Resourceful self-starter committed to issue resolution
- Strong problem-solving abilities coupled with independent thinking, allowing for proactive resolution of customer issues
- Exceptional customer service and a passion for helping customers succeed
- Detail-oriented with a commitment to thorough documentation and follow-up
- Willingness to learn and adapt to new technologies and tools
Accomplishments
FedEx Customer Support & Service Awards -
· Outstanding Customer Service
· Teamwork
· Leadership
· Dedication
· Outstanding Performance
FedEx Circle of Excellence Award -
Implemented a rigorous Scan Compliance Quality Improvement Process as a Service Assurance Leader, fostering teamwork and dedication.
References
References available upon request.
Timeline
Administrative Manager
R&M Auto Repair
04.2022 - 01.2024
Owner/Administrator
CW Pools Swimming Pool Service and Repair
05.2012 - 03.2022
Senior Customer Service Representative
FedEx Express
02.1990 - 09.2016
Bachelor of Science - Professional & Liberal Studies
Dowling College
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