Carolyn Patrick
Chicago,IL
Summary
Dedicated Senior Customer Service Representative with extensive experience managing remote teams. Achieved an 18% increase in customer satisfaction through digital coaching and process optimization. Spearheaded CRM implementation, reducing customer wait times by 15% while consistently exceeding KPIs with an average feedback score of 4.8/5.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Customer Service Representative
AMAZON
10.2023 - Current
- Spearheaded rollout of new CRM system, achieving 15% reduction in customer wait times across department.
- Managed remote team of 12 representatives, boosting customer satisfaction scores by 18% through digital coaching and process optimization.
- Exceeded monthly and quarterly KPIs, maintaining 4.8/5 average feedback score.
Customer Service Lead
HORIZON HELPDESK
08.2020 - 09.2023
- Led distributed team of 18 representatives to achieve sustained 92% average customer satisfaction rating.
- Developed and implemented remote Quality Assurance (QA) program, achieving 22% reduction in formal customer complaints.
- Engineered customer loyalty program, driving 35% increase in repeat business.
Senior Customer Service Representative
CLOUD CLEARWATER
08.2019 - 08.2020
- Resolved high-level phone escalations and de-escalated altercations, contributing to a 17% increase in customer satisfaction.
- Leveraged expert-level product knowledge to deliver seamless support via phone and email.
- Collaborated with virtual call center management to optimize workflows, enhancing overall performance metrics by 44%.
Customer Service Representative
ELLEN'S COZY CLOSET
09.2018 - 07.2020
- Managed high-volume remote environment, addressing 300+ daily inquiries and processing 200+ weekly orders to ensure customer satisfaction.
- Mentored new employees on proprietary software and remote communication standards, facilitating smoother transitions into team roles.
- Developed and launched digital training programs for incoming remote representatives, enhancing onboarding experience and knowledge retention.
Education
High School Diploma -
Gage Park High School
Chicago, IL07-2006
Skills
- Customer Satisfaction
- Customer loyalty
- Service-based Selling
- Upselling/Cross-selling
- Outbound/Inbound Calling
- Order Processing
- Relationship Building
- Remote Coaching
- Team Management
- Decision Making
- Organizational Skills
- Time Management
- Problem-solving
- Data Analysis
- Digital Communication
- CRM Systems
- Microsoft PowerPoint
- Computer Skills
- QA Program Development
- Empathy
- Conflict Resolution
- Patience
- CRM Systems
Certification
- Certified Information Technology Professional (CITP), 2018
- Certified Customer Service Professional (CCSP), 2012
Skills And Competencies
Team Management, Remote Coaching, QA Program Development, Decision Making, Organizational Skills, Building Customer Loyalty, Customer Satisfaction, Conflict Resolution, Empathy, Patience, Problem-solving, Product Knowledge, Upselling/Cross-selling, Service-based Selling, Outbound/Inbound Calling, Relationship Building, Order Processing, Data Entry, Typing, Time Management, Microsoft PowerPoint, Computer Skills, CRM Systems
Timeline
Senior Customer Service Representative
AMAZON
10.2023 - Current
Customer Service Lead
HORIZON HELPDESK
08.2020 - 09.2023
Senior Customer Service Representative
CLOUD CLEARWATER
08.2019 - 08.2020
Customer Service Representative
ELLEN'S COZY CLOSET
09.2018 - 07.2020
High School Diploma -
Gage Park High School