Summary
Overview
Work History
Education
Skills
Timeline
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Carrie Mueller

Lakewood,Ohio

Summary

Organized and dependable customer service professional successful at satisfying different types of customers with knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer experience, reduce complaints and increase business.

Overview

9
9
years of professional experience

Work History

Customer Experience Specialist III Team Lead

American Greetings
03.2021 - Current
  • Reported phone, email and chat metrics daily to leadership.
  • Handled escalated consumer issues through phone and email support.
  • Enhanced customer satisfaction by addressing and resolving issues within SLA.
  • Collaborated with leadership to create a positive work environment and improve overall customer experience.
  • Reported website and database issues to developers and business team.
  • Communicated website and product updates to team.
  • Created daily assignments and shifted resources where necessary for SLA purposes.
  • Performed Quality Assurance and met with team for coaching.

Customer Experience Specialist I

American Greetings
10.2018 - 03.2021
  • Selling and retaining online memberships to Americangreetings.com, Bluemountain.com and Jacquielawson.com.
  • Processed orders and updated orders for Americangreetings.com Shop customers.
  • Managed inbound customer calls and emails.
  • Troubleshooting customer technical issues.
  • Follow quality assurance guidelines.
  • Assisted retail stores with service requests.
  • Answered incoming calls on WHQ line and transferred callers to requested person or department.
  • Assisted in store consumers with locating specific product and reported product defects.

Gymnastics Coach

X-treme Gymnastics
01.2015 - 10.2018


  • Ensured safety of all participants through strict adherence to gym rules, equipment maintenance, and proper spotting techniques.
  • Cultivated a positive team environment by promoting sportsmanship and confidence.
  • Created weekly lesson plans for a variety of different classes and skill levels.
  • Communicated with parents to discuss any questions or concerns regarding their childs growth in the sport.

Education

Berea-Midpark High School
Berea, OH
06.2014

Skills

  • Customer Relations
  • Organizational Skills
  • Written Communication
  • Product Knowledge
  • Time Management
  • Critical Thinking
  • Positive Attitude
  • Problem Solving
  • Conflict resolution

Timeline

Customer Experience Specialist III Team Lead

American Greetings
03.2021 - Current

Customer Experience Specialist I

American Greetings
10.2018 - 03.2021

Gymnastics Coach

X-treme Gymnastics
01.2015 - 10.2018

Berea-Midpark High School

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Carrie Mueller