CHERYL Taylor
Suffolk,VA
Summary
Experienced with coordinating customer service operations efficiently, ensuring smooth and effective communication between departments and clients. Utilizes problem-solving skills to address and resolve customer concerns promptly. Track record of implementing process improvements that enhance customer satisfaction and team performance.
Overview
13
13
years of professional experience
Work History
Customer Serice Coordinator
Capital One
03.2022 - Current
- Coordinated customer service operations to enhance client satisfaction and streamline communication processes.
- Developed training materials for new employees to ensure consistent service delivery and operational efficiency.
- Implemented feedback mechanisms to identify service gaps and drive continuous improvement initiatives.
- Analyzed customer inquiries to propose solutions, improving response times and overall service quality.
- Monitored service metrics regularly, identifying trends that informed strategic decisions for process enhancements.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volumes with exceptional professionalism, ensuring minimal wait times for customers.
- Handled escalated customer issues with empathy and patience, working closely with management to reach satisfactory resolutions.
- Explained charges, fees, terms of sales, and service agreements to over 50 customers daily.
Case Manager
Value City Furniture
03.2019 - 03.2022
- Coordinated care plans for diverse client needs, ensuring timely access to resources and services.
- Monitored client progress, adjusting interventions to improve outcomes and enhance overall satisfaction.
- Facilitated communication emails daily (over 20) between clients, families, and service providers to promote holistic support strategies.
- Developed training materials for staff on best practices in case management and client engagement techniques.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
Wireless Sales Associate
Sam's Club
03.2013 - 03.2019
- Set up new accounts, established customer credit, and set up payment methods.
- Prioritized daily workflows, including all inbound calls, quotes and sales-related inquiries.
- Answered customers' questions regarding products, prices and availability.
- Emphasized product features based on analysis of customers' needs.
- Wrote sales contracts for orders obtained and submitted orders for processing.
- Alerted customers to upcoming sales events and promotions.
- Cleaned and organized the store, including the checkout desk and displays.
- Completed all point of sale opening and closing procedures, including counting the contents of the cash register.
- Handled all customer relations issues in a gracious manner and in accordance with company policies.
- Answered customer telephone calls over 30 calls a day promptly and in an appropriate manner.
Education
High School Diploma - undefined
Lakeland High School
Suffolk, VA01.2011
Skills
- Self-motivated
- Networking enthusiast
- Expansive personal network
- Case management support
- Active listening
- Critical thinking
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Call management
- Product knowledge
Timeline
Customer Serice Coordinator
Capital One
03.2022 - Current
Case Manager
Value City Furniture
03.2019 - 03.2022
Wireless Sales Associate
Sam's Club
03.2013 - 03.2019
High School Diploma - undefined
Lakeland High School