Christian Critchley
Denver,CO
Summary
Accomplished leader with a proven track record at United Airlines, adept in CRM software and team management. Enhanced team morale, reduced call handling times, and significantly improved customer satisfaction through effective coaching and skill development. Expert in fostering collaboration and driving results through strategic decision-making and complaint handling. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
Work History
Customer Service Representative Team Lead
United Airlines
06.2021 - Current
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Reduced average handle time by providing ongoing coaching on efficient call handling techniques.
- Handled day-to-day customer contact via phones, faxes, and emails.
- Fostered a positive work environment that encouraged collaboration and teamwork among employees.
Member Intake
Denver Health Hospital
04.2020 - 06.2021
- Collaborated with team members to ensure a seamless workflow and maintain production deadlines.
- Contributed to a positive work environment by maintaining a clean and organized workspace at all times.
- Enhanced customer satisfaction by skillfully restoring garments to their original condition or better.
- Participated in ongoing training opportunities to remain current on new techniques, tools, equipment, and industry best practices related to mending services.
- Maintained high standards of workmanship by closely following repair specifications and guidelines.
- Actively sought and acted upon feedback from supervisors and peers to continuously improve performance and grow as a skilled mender.
Server Manager
IHOP
01.2013 - 04.2020
- Trained servers on order management, food service quality and how to build rapport with guests.
- Welcomed and greeted guests before presenting special menu items to clients.
- Handled guest complaints in positively and offered appreciation tokens to build customer loyalty.
- Led team of servers to consistently meet customer service and sales targets.
- Trained junior team members on server management techniques and procedures, fostering a culture of continuous learning within the team.
- Reduced downtime with proactive maintenance and regular system checks for optimal server functionality.
- Established team strengths and weaknesses and exploited opportunities to boost employee output and customer satisfaction.
- Enhanced server efficiency by monitoring performance and implementing necessary upgrades.
- Administered user accounts, access controls, and permissions in accordance with company policies and best practices for security compliance.
- Streamlined processes through automation of routine tasks, increasing overall productivity.
Education
GED -
Mcintosh Academy
Darien, GA05.1995
Skills
- Team Management
- CRM software knowledge
- Call center experience
- Complaint Handling
- HR Support
- Team coaching
- Staff Monitoring
- Issue Resolution
- Inbound and outbound calls
- Customer Service
- Multitasking and Organization
- Team Leadership
- Decision-Making
- Customer Service Management
- Documentation and Recordkeeping
Timeline
Customer Service Representative Team Lead
United Airlines
06.2021 - Current
Member Intake
Denver Health Hospital
04.2020 - 06.2021
Server Manager
IHOP
01.2013 - 04.2020
GED -
Mcintosh Academy
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