Cheryl Brown
Salinas,CA
Summary
Experienced Lead Customer Service Advocate with expertise in providing exceptional support, resolving inquiries, and maintaining customer account relationships. Skilled in communication, problem-solving, and fostering positive customer relationships and interactions. Proven track record of improving satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing customer support by sharing knowledge and experience in customer service operations. Exceptional Team Player.
Overview
41
41
years of professional experience
Work History
Lead Customer Service Representative
Evan-Moor Publishers
Monterey, CA
09.2013 - Current
- Manage a multi-dimensional workload with consistent excellence.
- Achieve and maintain high levels of customer satisfaction by consistently delivering exceptional service to all channels.
- Provide guidance and support to customer service representatives.
- Assist in resolving escalated customer complaints.
- Develop customer service policies, procedures, and standards.
- Monitor team performance and provide feedback for improvement.
- Maintain up-to-date knowledge of company products and services.
- Conduct regular staff training sessions on customer service techniques.
- Identify opportunities to enhance customer satisfaction levels through process improvements.
- Oversee daily operations of company and team, including scheduling shifts and assigning weekly tasks.
- Assist Director of Operations in managing team, operations, and company in all aspects.
- Coordinate with other departments to ensure a smooth workflow across all channels of communication.
- Review existing processes and propose solutions for efficiency gains.
- Train new employees on company customer service policies, service level standards, procedures, processes, and customer assistance.
- Answer customers' questions and address complaints by phone, email, or case management to immediately rectify issues.
- Assist team members with handling calls and take over escalated concerns to deliver expert solutions.
- Responsible for managing key account service by providing exceptional support to foster loyalty and retention for large multi-million dollar accounts, such as Amazon, Office Depot, Staples, Zulily, Ingram, and Lakeshore.
- Responsible for processing transactions, i.e., large orders, returns, payments, order tracking, and discrepancies for high-level wholesale domestic and international accounts.
- Assist direct customers (parents, schools, and teachers) with any service-related needs.
- Process all transactions and investigate discrepancies for accounting department for month end.
- Promote high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Mentor junior team members and manage employee relationships.
- Exceed established service goals while leveraging customer service, sales, and employee management best practices.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Support sales team members to drive growth and development.
- Collect deposits or payments, set up accounts, and arrange for billing.
- Identify opportunities to enhance customer satisfaction levels through process improvements.
Customer Service Supervisor
Butts Motors
Seaside, CA
09.1989 - 09.2013
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Maintained accurate records of customer interactions for future reference.
- Created reports on daily, weekly, monthly basis related to customer service activities.
- Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Answered phone calls and responded to questions and concerns.
- Addressed customer inquiries to increase customer satisfaction ratings.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Resolved customer complaints or answered customers' questions.
- Initiated insurance claims for vehicle repairs.
- Provided repair estimates and billing to insurance companies.
- Managed vehicle repair process and communicated with insurance company for updates.
- Managed and processed monthly repair invoices efficiently.
- Supported Department Manager in all tasks.
Customer Support Specialist
Wells Fargo
Monterey, CA
05.1983 - 09.1989
- Recorded all customer interactions into the database system accurately and completely.
- Ensured customer satisfaction through effective communication skills and problem resolution techniques.
- Prepared daily activity reports summarizing activities related to customer support requests.
- Upheld high standards of customer services by responding to inquiries, needs and problems.
- Processed, maintained, and documented all vault transactions.
- Managed international and domestic wire transfers for diverse clientele. Enhanced efficiency in processing financial transactions. Oversaw successful completion of customer requests.
- Facilitated customer deposit and withdrawal transactions with efficiency.
- Responsible for merchant transactions and maintaining merchant accounts.
Education
High School Diploma -
Santa Maria High School
Santa Maria, CA06-1983
Some College (No Degree) - Business Administration
Monterey Peninsula College
Monterey, CASkills
- Customer Relationship Management
- Order Fulfillment
- Excellent Team Member Relationships
- Team Member Training
- CRM Software
- Customer Issue Resolution
- Client Relationship Management
- Detail-Oriented
- Strong Interpersonal Skills
- Administrative Support
- Proficient in Call Handling
- Payment Processing Expertise
- Client Correspondence Management
- Proficient in MS Office
- Billing Operations
- Proficient in Resolving Complaints
- Customer Relationship Management
- Task Management Expertise
- Excellent Conflict Resolution Skills
- Order Processing
- Customer Service Expertise
- Remote Work Experience
LinkedIn Training Certifications
- Time Management
- Word
- Excel
Security Training
- Knowb4 Training
- Security Awareness
- Harassment in the Workplace Training
Vice President Director of OHNA
- Elected volunteer position on Oak Hills Neighborhood Association Board of Directors
- Responsible for supporting President and organizing community events
References
References available upon request.
Timeline
Lead Customer Service Representative
Evan-Moor Publishers
09.2013 - Current
Customer Service Supervisor
Butts Motors
09.1989 - 09.2013
Customer Support Specialist
Wells Fargo
05.1983 - 09.1989
High School Diploma -
Santa Maria High School
Some College (No Degree) - Business Administration
Monterey Peninsula College
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