Christen Dae
Raleigh,NC
Summary
Results-driven professional with 18+ years of proven leadership and customer service expertise. Known for delivering exceptional results in fast-paced, deadline-driven environments. Experienced in team management, compliance coordination, and conflict resolution. Adept at building relationships, streamlining processes, and exceeding company goals.
Overview
20
20
years of professional experience
Work History
Environmental Compliance Coordinator
JF Petroleum Group
Morrisville, NC
09.2023 - Current
- Spearhead compliance and testing activities for 10–12 clients, ensuring alignment with internal and external standards
- Manage PASS application software for client data, training schedules, and quality control of inspections
- Route technicians to optimize schedules, minimizing windshield time while meeting compliance deadlines
- Conduct emergency response planning, vendor communications, and sub-contractor scheduling
- Collaborate with Regional Operations Manager on field support, inventory, and technician certifications
Senior CSR/Trainer
JF Petroleum Group
Morrisville, NC
12.2020 - 09.2023
- Developed and documented SOPs to exceed customer expectations and streamline workflows
- Delivered performance evaluations, call coaching, and constructive feedback to team members
- Monitored agent productivity metrics, ensuring adherence to KPIs and quality standards
- Acted as an escalation point for complex customer service issues, achieving high-resolution success rates
Assistant Manager, Customer Care Center
JF Petroleum Group
Morrisville, NC
05.2019 - 12.2020
- Led a 20–30-member team in a 24/7 customer care environment, maintaining SLA adherence
- Conducted employee evaluations, performance tracking, and data analysis to inform leadership decisions
- Coordinated training, hiring, and team development initiatives to sustain service excellence
Lead CSR, Customer Care Center
JF Petroleum Group
Morrisville, NC
05.2015 - 05.2019
- Supported agents in managing high-volume call queues, resolving 20–50 calls daily
- Developed training content, facilitated mentorship meetings, and escalated complex cases to management
- Improved customer satisfaction by expediting conflict resolution and service delivery
Lead Mentor
Total Outsourced Systems
Raleigh, NC
11.2004 - 05.2015
- Guided clients on utility accounts, billing, and service adjustments for Wake County municipalities
- Resolved billing disputes and escalated inquiries, ensuring first-contact resolution rates
- Leveraged LexisNexis to mitigate identity fraud risks during account verifications
- Recognized as the go-to mentor for both new hires and tenured employees, contributing to process improvements and morale
- Successfully maintained a 98% response time adherence in call center metrics
- Earned exceptional feedback scores for communication, professionalism, and conflict resolution
Education
NC DEQ A/B Operator Certified
Skills
- Compliance Coordination
- Process Improvement
- Leadership & Training
- Cross-Functional Team Collaboration
- Customer Relationship Management
- Conflict Resolution
- Scheduling & Routing Efficiency
- Data Analysis
- Microsoft Office
- Excel
- Sales Force
- Avaya
- BC14
Accomplishments
- Recognized as the go-to mentor for both new hires and tenured employees, contributing to process improvements and morale.
- Successfully maintained a 98% response time adherence in call center metrics.
- Earned exceptional feedback scores for communication, professionalism, and conflict resolution.
Professional References
- Kristen Jones, CCC Manager, 2019-2023, JF Petroleum Group, 919-247-5266
- Sounmi Campbell, Human Resources Manager, 2004-2015, Total Outsourced Systems, 919-673-6497
Timeline
Environmental Compliance Coordinator
JF Petroleum Group
09.2023 - Current
Senior CSR/Trainer
JF Petroleum Group
12.2020 - 09.2023
Assistant Manager, Customer Care Center
JF Petroleum Group
05.2019 - 12.2020
Lead CSR, Customer Care Center
JF Petroleum Group
05.2015 - 05.2019
Lead Mentor
Total Outsourced Systems
11.2004 - 05.2015
NC DEQ A/B Operator Certified
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