Chastity Spotts
Houston
Summary
Dynamic Customer Service Manager with a proven track record at Hazafoods, excelling in problem-solving and customer relations. Expertly reduced complaints and enhanced satisfaction through effective team management and proactive solutions. Recognized for exceptional time management and fostering a collaborative environment, driving loyalty and repeat business.
Overview
13
13
years of professional experience
Work History
Customer Service Manager
Hazafoods
01.2020 - 04.2024
- 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.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Customer Service Executive
ACS Xerox
02.2011 - 01.2020
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Led quarterly customer service meetings to review performance and set goals for improvement.
Education
High School Diploma
Alief Hastings HS
Houston, TX05.2007
Skills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Time management
- Customer relations
Accomplishments
- Successfully recruited and trained Number new customer service representatives.
- Achieved Result through effectively helping with Task.
- Resolved product issue through consumer testing.
- Supervised team of Number staff members.
Timeline
Customer Service Manager
Hazafoods
01.2020 - 04.2024
Customer Service Executive
ACS Xerox
02.2011 - 01.2020
High School Diploma
Alief Hastings HS
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