Summary
Overview
Work History
Education
Skills
Websites
Certification
Accomplishments
Additional Information
Timeline
Generic

Caroline Powell

Houston,TX

Summary

Results-driven Senior Manager with 13 years of experience in enhancing customer satisfaction and team performance. Successfully directed a 25-member team, achieving a 37% increase in customer satisfaction and a 15% rise in Net Promoter Score through strategic coaching and effective CRM initiatives. Core competencies include data-driven decision-making and emotional intelligence, aimed at fostering team engagement and service excellence. Aspiring to leverage these skills as Supervisor – CCSA Service Delivery at United Airlines.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Senior Manager, Key Account Manager

GloWorks
Houston, TX
08.2023 - Current
  • Directed a team of 25 sales and customer service employees through data‑driven coaching initiatives, leveraging CRM systems to deliver measurable improvements in customer satisfaction, first-contact resolution, and retention.
  • Conducted empathy‑focused one‑on‑ones and live‑call coaching sessions to celebrate strengths, address challenges, and foster agent growth, achieving a 95% manager‑surveyed engagement score.
  • Cultivated a culture of recognition—celebrating daily wins and customer passion—to boost morale and drive a 37% jump in satisfaction scores and 15% increase in NPS.
  • Facilitated workshops on mediation techniques, fostering psychological safety and collaborative problem solving, increasing training completion rates to 100%.
  • Applied Emotional Intelligence frameworks to SOPs to enhance customer interactions, reducing average handle time by 10% while boosting satisfaction.
  • Designed inclusive strategies to bridge diverse team dynamics, resulting in a 42% rise in peer recognition nominations.
  • Achieved a 92% employee engagement score on annual surveys and streamlined onboarding, cutting ramp‑up time by 20%.
  • Promoted communication skills through biweekly cross‑functional trainings and real‑time feedback sessions, resulting in a 25% reduction in escalated client issues and an 8% improvement in internal collaboration metrics measured via Salesforce and MS Teams analytics over 12 months.

Account & Sales Manager

Innovo Aesthetics
Houston, TX
03.2022 - 09.2023
  • Managed a team of 12 service specialists and sales coordinators, prioritizing well‑being and career development to sustain high engagement—reflected in a 30% improvement in internal engagement survey scores.
  • Achieved 90% employee retention and elevated engagement survey participation to 100%.
  • Launched a tech‑enabled omni‑channel learning platform; 500 KPI hits per review—while maintaining 95% customer satisfaction through thoughtful issue resolution and proactive follow‑up.
  • Implemented data‑driven coaching loops and trend dashboards, empowering agents to solve problems collaboratively and raise on‑time resolution by 18%, and reducing average hold time by 12%.
  • Introduced automated CRM reporting workflows, consolidating pipeline insights and equipping leadership with real‑time forecasting tools to drive agile decision‑making and accelerate revenue cycle velocity.

Sales and Customer Service Manager

Move the Crowd
Remote
09.2022 - 08.2023
  • Guided a cross‑functional team of 10 with a people‑first mindset through a CRM migration, reducing manual case‑handling by 25% and empowering agents with real‑time KPI visibility—maintaining 100% schedule adherence.
  • Established tiered routing and SLAs within a new case workflow, achieving a 90% first‑call resolution rate.
  • Designed and delivered intensive training workshops, equipping the team to deliver caring, personalized service—achieving a 98% customer loyalty rate.
  • Delivered interactive training sessions through CRM platforms, utilizing real‑time scenario exercises and open forums to ensure comprehensive skill development and adoption.

Account & Sales Manager

FitVue
Houston, TX
07.2010 - 03.2020
  • Managed teams of 10–15 customer facing employees, modeling a customer‑first ethos and acting as a hands‑on coach for de‑escalation and empathy‑based training.
  • Secured an average NPS of +40 and exceeded performance targets quarter over quarter.
  • Facilitated “wave care huddles” to share feedback, recognize outstanding service, and deepen team camaraderie—cutting complaint callbacks by 22% and raising year‑over‑year satisfaction scores by 18%.
  • Developed referral and loyalty programs rooted in genuine customer care, fueling double‑digit YoY growth over 4 consecutive years.

Education

Bachelor's - International Business Concentration

Management & Administration
10.2026

Associate of Applied Science -

Management
12.2025

Associate of Applied Science -

International Business
12.2025

Associate of Applied Science -

Logistics & Supply Chain Management
12.2025

Skills

  • Leadership
  • Team Management
  • Team Building
  • Conflict Resolution
  • Problem Solving
  • Collaboration
  • Communication
  • Client Relations
  • Customer Success
  • Intercultural Management and Understanding
  • Account Management
  • Customer Retention
  • Relationship Management
  • Satisfaction Improvement
  • Performance Monitoring
  • Microsoft Excel
  • Google Sheets
  • Microsoft Teams
  • Microsoft Office
  • Salesforce CRM
  • HubSpot CRM
  • MS Office
  • Training
  • Onboarding
  • Succession Planning

Certification

  • Administrative Management, Level 1, Austin CC, 12/01/25
  • International Business, Austin CC, 12/01/25
  • Management Specialties – Leadership, Austin CC, 08/01/25
  • Resilient Leadership, Yale Executive Education, 08/01/25
  • The Houstonian Customer Service Training, 05/01/10

Accomplishments

  • Presidential Member of The National Society of Leadership and Success
  • Phi Sigma Pi National Honor Fraternity Member

Additional Information

French, Conversational Skills; proficient in Travel Conversation, Chinese, Basic Conversation Skills and Travel, Flexible for evenings/weekends and up to 5% domestic/international travel.

Timeline

Senior Manager, Key Account Manager

GloWorks
08.2023 - Current

Sales and Customer Service Manager

Move the Crowd
09.2022 - 08.2023

Account & Sales Manager

Innovo Aesthetics
03.2022 - 09.2023

Account & Sales Manager

FitVue
07.2010 - 03.2020

Bachelor's - International Business Concentration

Management & Administration

Associate of Applied Science -

Management

Associate of Applied Science -

International Business

Associate of Applied Science -

Logistics & Supply Chain Management

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