Summary
Overview
Work History
Education
Skills
Timeline
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Carrie Chaffin

Locust Grove,GA

Summary

Accomplished Customer Service Manager with a proven track record at NORESCO, enhancing customer satisfaction and loyalty through effective problem-solving and team leadership. Excelled in training and mentoring, significantly reducing complaints and improving team productivity. Skilled in Microsoft Office and fostering a customer-focused environment, adept at call center management and operations. Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.

Overview

45
45
years of professional experience

Work History

Customer Service Manager

NORESCO
06.2006 - 07.2024
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
  • Increased team productivity by providing ongoing training and support to customer service representatives.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.

Customer Service

Delta Air Lines, Inc
03.1997 - 06.2006
  • Resolved guest inquiries punctually and politely for professional customer service.
  • Provided excellent customer service, addressing member needs promptly and courteously.
  • Built positive relationships with customers by providing exceptional customer service.
  • Delivered exceptional customer service, addressing concerns and resolving issues promptly.

Patient Transporter

Southern Regional Medical Center
06.1979 - 05.1999
  • Warmly greeted patients and visitors and made each feel welcome.
  • Assisted in training new Patient Transporters on proper techniques, protocols, and company policies, ensuring consistent high-quality care throughout the team.
  • Transported patients to testing and treatment units, operating rooms and other areas using moveable beds, wheelchairs, and stretchers.
  • Wiped down equipment with proper cleaning products after each patient transport to reduce instances of infection.
  • Maintained cleanliness of transport equipment to minimize infection risk for patients and staff.
  • Assisted patients in moving out of beds, wheelchairs, stretchers, or medical transport vans.
  • Maintained confidentiality of patient data and condition to safeguard health information.
  • Enhanced patient comfort by providing compassionate care and timely transportation.
  • Assisted patients in using oxygen tanks and other medical equipment to manage smooth transition from hospital to designated location.
  • Promoted a positive and inclusive work environment by demonstrating respect, empathy, and professionalism towards colleagues, patients, and visitors.
  • Upheld strict confidentiality standards regarding patient information in adherence with HIPAA regulations.
  • Used wheelchairs, stretchers and movable beds to move patients between hospital locations.

Education

Jonesboro Senior High
Jonesboro, GA
05.1982

Skills

  • Customer Service
  • Problem-Solving
  • Microsoft Outlook, Word, and Excel
  • Customer-focused
  • Call Center Management
  • Training and coaching
  • Employee Scheduling
  • New Hire Training
  • Call Center Operations

Timeline

Customer Service Manager

NORESCO
06.2006 - 07.2024

Customer Service

Delta Air Lines, Inc
03.1997 - 06.2006

Patient Transporter

Southern Regional Medical Center
06.1979 - 05.1999

Jonesboro Senior High

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Carrie Chaffin