Summary
Overview
Work History
Education
Skills
Timeline
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Carrington Miller

Carrington Miller

Pompano Beach

Summary

Dedicated and results-oriented Team Success Manager with a proven track record of improving standard operating procedures (SOPs) and driving customer satisfaction. Experienced in fraud prevention, collaborating with IT teams to enhance functionality, and streamlining customer processes. Passionate about optimizing operational efficiency and fostering exceptional customer experiences.

Overview

11
11
years of professional experience

Work History

Customer Success Manager

Novo
05.2021 - Current
  • Lead and manage a team of10 U.S.-based Customer Service Specialists and oversee the Ubiquity Team in India
  • Conduct training sessions for U.S
  • And India teams, maintaining a consistent Customer Satisfaction (CSAT) score of90% or higher
  • Mentored and developed three team members for management roles through effective succession planning
  • Achieved and maintained one of the lowest turnover rates in the company
  • Collaborated on creating and refining SOPs to improve efficiency and support for U.S
  • Call center operations
  • Designed and implemented a new SOP enabling24-hour ticket resolution, enhancing workflow and meeting customer satisfaction goals

Customer Escalation Specialist

LoanDepot
03.2019 - 06.2022
  • Delivered outstanding customer support via phone, email, and live chat, ensuring timely resolutions for escalated inquiries
  • Collaborated with financial management teams to analyze and interpret critical financial data
  • Maintained accurate records of loan transactions and customer interactions to ensure compliance
  • Conducted in-depth research to resolve customer loan discrepancies efficiently
  • Consistently ranked among the top three employees for customer satisfaction scores and ticket resolution metrics

Assistant Store Manager

Express Men
01.2017 - 03.2019
  • Cultivated strong customer relationships to drive business growth and enhance brand loyalty
  • Assessed employee skills, developed effective teams, and conducted performance evaluations for operational success
  • Resolved escalated customer service issues promptly with detailed, effective solutions
  • Partnered with corporate teams to implement strategies that improved profitability and operational efficiency

Food and Beverage Supervisor

Jack Casino
08.2013 - 06.2017
  • Supervised and coordinated food preparation and service activities to ensure exceptional customer experiences
  • Facilitated team meetings to discuss performance goals and develop customer service strategies
  • Managed inventory levels, replenished stock, and ensured efficient resource allocation
  • Assisted in planning and executing special events to drive revenue and meet guest expectations

Education

Business Management

University of Toledo

High School Diploma - undefined

Cleveland Heights High School

Skills

  • Customer Relationship Management
  • Communication and Interpersonal Skills
  • Banking Product Knowledge
  • Problem-Solving and Conflict Resolution
  • Data Analysis and Reporting
  • CRM Tools (Salesforce, HubSpot)
  • Team Collaboration and Leadership
  • Strategic Planning
  • Training and Mentorship
  • Microsoft Office Proficiency (Excel, Word, PowerPoint)

Timeline

Customer Success Manager

Novo
05.2021 - Current

Customer Escalation Specialist

LoanDepot
03.2019 - 06.2022

Assistant Store Manager

Express Men
01.2017 - 03.2019

Food and Beverage Supervisor

Jack Casino
08.2013 - 06.2017

Business Management

University of Toledo

High School Diploma - undefined

Cleveland Heights High School
Carrington Miller