Chardonnay Ellies
STR8TTOTHEPOINTPODCAST
Houston,TX
1
Certification
13
years of professional experience
Experienced with leading customer service teams to ensure top-notch customer satisfaction. Utilizes strategic planning and process improvements to boost efficiency. Track record of developing team capabilities and resolving customer issues effectively.
Work History
Customer Service Manager
12 Years 9 Months- Supervised team performance, identified training needs, and implemented plans that improved process efficiency.
- Enhanced customer service standards and streamlined operations to elevate customer satisfaction.
- Resolve customer complaints, ensuring satisfaction and loyalty.
- Supervise team performance, identify training needs, and implement plans to reduce process delays.
- Monitor and evaluate agent performance, providing constructive feedback.
- Mentored and trained associates in customer service techniques, promoting continuous improvement and high-performance culture.
- Partnered with upper management to refine customer service structures, while assuming ownership of issue resolution and client request follow-through.
Customer Service Representative
2 Months- Handled 100+ calls per shift, resolving customer issues and providing product information.
- Cultivated client relationships, consistently surpassing service standards to enhance customer loyalty.
- Streamlined customer service processes, reducing average call handling time and improving first-call resolution rates for enhanced customer satisfaction.
- Applied troubleshooting protocols to resolve technical issues, ensuring timely resolutions for customer satisfaction.
- Utilized troubleshooting protocols to resolve technical issues effectively.
- Streamlined customer service processes to reduce call handling time and improve first-call resolution rates, elevating overall customer satisfaction.
Phlebotomy Intern
- Performed 120+ venipunctures for ambulatory and clinical patients of all age groups
- Collected blood samples from patients following established protocols to ensure safety and accuracy.
- Followed OSHA, HIPAA, and infection control policies
- Processed specimens for laboratory analysis, adhering to quality control standards.
- Educated patients on procedures to enhance understanding and comfort during sample collection.
- Assisted in maintaining inventory of supplies, ensuring availability for daily operations.
Social Media Manager
2 Years 7 Months- Created engaging content and analyzed metrics to optimize audience reach.
- Developed campaigns that enhanced podcast's online visibility.
- Develop campaigns to enhance podcast's online presence.
- Increased listenership through targeted social media strategies.
- Experiment with new platforms and trends for competitive edge.
Education
- Phlebotomy
- Honoree of the outstanding student award
- 4.0 GPA
- Honor Roll 2025
High School Diploma
Skills
Customer Relations
Complaint resolution
Customer relationship management
Team leadership
Personnel training
Employee training
Excellent time management skills
Issue resolution
Microsoft Outlook
Word
Excel
Digital communication
Social media strategy
Service quality enhancement
Relationship building
Customer experience management
Certification
Introduction to Social Media Marketing, Coursera, Nov 2023, Social Media Management, Coursera, Dec 2023, Fundamentals of Social Media Advertising, Coursera, Feb 2024, Fundamentals of Social Media Advertising, Coursera, Mar 2024
Timeline
Phlebotomy Intern
Any Lab Test Now
06.2025 - 06.2025Read More
Social Media Manager
STR8TTOTHEPOINTPODCAST
03.2024 - CurrentRead More
Customer Service Representative
Asurion
09.2020 - 11.2020Read More
Customer Service Manager
Booktrolls
01.2014 - CurrentRead More
Langham Creek High School
High School Diploma
Read More
Pima Medical Institute
from Phlebotomy
Read More