Carolyn Martin
Cincinnati,OH
Summary
Accomplished Region Customer Service Manager at Rumpke Waste & Recycling, adept in fostering team collaboration and enhancing customer satisfaction through innovative problem-solving and efficient workflow optimization. Skilled in Microsoft Office and exceptional interpersonal communication. Multi-tasking Manager well-known for creating positive workplace culture and high-performing teams. Motivated professional well-versed in building productive relationships, resolving complex issues, and winning customer loyalty. Brings 20-year background maintaining customer satisfaction and contributing to company success. Proficient in AS/400, Ipak and Cisco.
Overview
19
19
years of professional experience
Work History
Region Customer Service Manager
Rumpke Waste & Recycling
08.2017 - Current
- Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
- Managed a team of (60) customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Fostered culture of continuous improvement, leading to consistently high service standards.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Facilitated cross-departmental meetings to ensure cohesive customer service strategies.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Customer Service Supervisor
Rumpke Waste & Recycling
01.2010 - 08.2017
- Coached employees through day-to-day work and complex problems.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Monitored call center data to assess trends, proactively implementing solutions for identified issues.
Customer Service Representative Team Lead
Rumpke Waste & Recycling
05.2006 - 01.2010
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Reduced average handle time by providing ongoing coaching on efficient call handling techniques.
Education
1993-1996 - Accounting And Finance
Miami University
Hamilton, OHCertificate - Medical Assisting Program
IMDT
Springdale, OH08-1996
Skills
- Adherence to high customer service standards
- Team building and leadership
- Microsoft outlook, word, and Excel
- Customer focused
- Training and mentoring
- Excellent time management skills
- Exceptional interpersonal communication
- Project management
Timeline
Region Customer Service Manager
Rumpke Waste & Recycling
08.2017 - Current
Customer Service Supervisor
Rumpke Waste & Recycling
01.2010 - 08.2017
Customer Service Representative Team Lead
Rumpke Waste & Recycling
05.2006 - 01.2010
1993-1996 - Accounting And Finance
Miami University
Certificate - Medical Assisting Program
IMDT
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