Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Casey Horne

Milledgeville,GA

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Reputable customer service professional brings strong phone speaking skills paired with in-depth knowledge of CRM systems. Offers vast experience connecting customers with products and services. Punctual and responsible individual polished in navigating multiple computer systems and applications. Motivated professional focused on streamlining service procedures and maximizing team productivity. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates superb judgment in balancing customer, employee, and company objectives. Driven customer service supervisor offers several years of expertise in sales management and office administration. Polished in strategic planning and employee relations. Adaptable and versatile professional equipped with sound judgment and performance-based management approach. Customer-focused professional with successful several-year career in industry. Dynamic and successful at applying skills in busy environments. Seasoned Customer Service Manager with deep understanding of customer relations and service operations. Strong problem-solving, leadership, and communication skills honed through management roles in diverse business settings. Proven track record in developing effective strategies that improve customer satisfaction rates and foster loyalty. Succeeded in transforming customer service departments into efficient, success-driven teams contributing to company growth. Results-driven Customer Service Manager adept at maintaining high productivity and efficiency in task completion. Specialize in conflict resolution, team leadership, and customer satisfaction strategies. Excel in communication, problem-solving, and adaptability to meet and exceed customer service goals. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Diligent professional with many years of experience maintaining seamless business operations. Smoothly administers budgets, trains staff and monitors procedures to maximize efficiency and balance objectives with operational requirements. Exceptional skills in inventory management, loss prevention, and vendor negotiation. Experienced and proactive professional offering many years of progressive warehouse settings serving industry needs. Talented in overseeing cost control, loss prevention, and labor management initiatives to streamline and enhance operations. Decisive planner with good communication and problem-solving abilities. Veteran Program manager bringing many years of business operations experience. Adept at leading projects from development to delivery. Effective people manager and big-picture thinker. Accomplished industry leader offering many years of management expertise including staff training and development, performance evaluation, and continuous improvement. Focused and efficient with proficiency in financial reporting and budget adherence. Demonstrated success in evaluating P&L to achieve targets. Strategic leader in management field known for high productivity and efficient task completion. Possess specialized skills in operational strategy, team leadership, and conflict resolution. Excel in communication, adaptability, and problem-solving to achieve organizational goals. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Versatile manager with background in coordinating diverse teams and managing complex projects. Skilled in strategic planning, operational improvement, and fostering collaborative environments. Demonstrated ability to enhance efficiency and productivity while maintaining high standards of quality. Successfully implemented innovative solutions that resulted in positive organizational changes. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Outgoing student pursuing flexible part-time employment with weekend and evening shift options. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. An organized and motivated individual, eager to utilize time management and organizational skills across diverse settings. Seeking entry-level opportunities to enhance abilities while contributing to company growth. Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed. Responsible and motivated student ready to apply education in the workplace. Offers excellent technical abilities with software and applications, ability to handle challenging work, and excellent time management skills. Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals. Recent graduate with excellent research, technical, and problem-solving skills. Detail-oriented and able to learn new concepts quickly. Motivated high school student with a track record of academic excellence looking for part-time work. Intends to develop professional work experience utilizing excellent communication and time management skills. A committed student eager to leverage exceptional communication and interpersonal skills in a professional setting. Possesses experience in data entry and money handling. Capable of quickly memorizing product details and fostering strong customer relationships. Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results. Experienced professional with a strong background in technology-related roles. Proficient in software development, system administration, and technical support. Skilled in problem-solving and optimizing performance. Capable of managing projects and collaborating effectively with teams. Committed to continuous learning and staying current with industry trends to contribute to organizational success. Motivated student eager to apply classroom knowledge to real-world experiences, with a strong willingness to learn and contribute. Effective communicator with a collaborative mindset, ready to bring fresh perspectives and a strong work ethic to any team. Results-oriented individual with a passion for continuous learning and innovation. Known for leveraging analytical thinking and creativity to solve problems and deliver high-impact solutions in fast-paced environments. Experienced and dependable general worker with a proven track record of efficiently completing tasks in various settings. Skilled in manual labor, equipment operation, and maintaining a clean and organized workspace. Safety-conscious with a strong work ethic and the ability to adapt to different environments. Ready to contribute to a dynamic team and make a positive impact. Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes. Results-driven individual with a solid track record in delivering quality work. Known for excellent communication and teamwork abilities, with a commitment to achieving company goals and delivering exceptional service. Passionate about continuous learning and professional development. Adaptable professional with a quick-learning ability and a talent for adjusting to new environments. Skilled in rapidly acquiring new knowledge and applying it effectively. Driven by a passion for continuous learning and successfully navigating change.

Overview

19
19
years of professional experience

Work History

Customer Service Manager

jet
Milledgeville, GA
03.2008 - Current
  • Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
  • Drafted scripts for agents handling incoming calls so that they can respond accurately and effectively.
  • Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
  • Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
  • Developed policies and procedures related to customer service operations.
  • Maintained accurate records of customers' interactions with the company in order to provide better future services.
  • Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
  • Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
  • Monitored staff performance to ensure adherence to customer service standards.
  • Assisted in developing an effective system for tracking client requests from initial contact through resolution.
  • Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
  • Conducted regular training sessions for staff on new products, services, and customer service techniques.
  • Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
  • Created reports on customer feedback, complaints, and suggestions for management review.
  • Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
  • Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
  • Developed and implemented strategies for providing excellent customer service experience.
  • Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
  • Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Set clear expectations and helped employees pursue optimal paths for achieving each target.
  • Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Evaluated and authenticated returns, exchanges and voids.
  • Delivered continuous training to associates to maximize performance and customer relations skills.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Monitored phone calls to provide feedback and coaching.
  • Rolled out operational improvements and solutions to deliver top-notch customer service.
  • Organized client contracts, records, and reports to strengthen traceability.
  • Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
  • Provided resolution of unusual billing by conducting research, reviewing findings and making recommendations.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Explained benefits, features, and recommendations to maximize client retention.
  • Led team engagement to assist cross-functional departments and achieve goals.
  • Conducted training and offered staff development opportunities to decrease process lags.
  • Reviewed accounts for payments received or approved credit arrangements.
  • Conducted research and reviewed findings to solve customer issues.
  • Audited customer account information to identify issues and develop solutions.
  • Analyzed business performance data and forecasted business results for upper management.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Produced thorough, accurate and timely reports of project activities.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Delegated work to staff, setting priorities and goals.
  • Recruited and trained new employees to meet job requirements.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Created and managed budgets for travel, training, and team-building activities.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Implemented quality control measures to uphold company standards.
  • Proposed or approved modifications to project plans.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Assigned work and monitored performance of project personnel.

Sales Manager

Jet
Milledgeville, GA
04.2006 - Current
  • Cultivated strong relationships with key clients while nurturing existing customer base.
  • Identified and developed new markets to expand product reach and services.
  • Provided technical support to customers, addressing inquiries on product features.
  • Coached and mentored junior sales personnel to enhance their effectiveness.
  • Maintained accurate transaction records between customers and company representatives.
  • Executed strategic sales plans to grow customer base and increase revenue.
  • Analyzed customer data to uncover trends and opportunities for growth.
  • Developed pricing strategies that maximized profits while ensuring competitive positioning.

Education

High School Diploma -

Baldwin High School
Milledgeville, GA
05-2008

Skills

  • Customer service
  • Team management
  • Conflict resolution
  • Policy development
  • Quality assurance
  • Data analysis
  • Performance monitoring
  • Employee training
  • Client relationship management
  • Communication skills
  • Escalation handling
  • Process improvement
  • Strategic planning
  • Technical support
  • Problem-solving
  • MS office
  • Time management
  • Employee scheduling
  • Work prioritization
  • Skilled multi-tasker
  • MS office expert
  • Issue resolution
  • Purchasing and procurement
  • Relationship building
  • Research
  • Support case resolution
  • Account updates
  • Process improvement specialist
  • Client relations and retention
  • Proficient in [software]
  • Account authorizations
  • Exceptional telephone etiquette
  • Staff education and training
  • Superior computer skills
  • Deadline oriented
  • Call center management
  • Personnel training and development
  • Information security
  • Schedule coordination
  • Sales proficiency
  • Account resolution
  • Workforce management
  • Budgeting and reporting
  • Conflict resolution techniques
  • Feedback collection
  • Marketing savvy
  • Coordinating service initiatives
  • Customer focused
  • Customer retention
  • Call center operations
  • Shipping, receiving, and warehousing
  • Workflow management
  • Billing and filing
  • Sales promotion
  • Product and service solutions
  • Schedule management
  • Call monitoring
  • Customer relationship management (CRM)
  • Effective workflow management
  • Cash handling
  • Negotiation expert

References

References available upon request.

Timeline

Customer Service Manager

jet
03.2008 - Current

Sales Manager

Jet
04.2006 - Current

High School Diploma -

Baldwin High School