- Reading
- Road Trips
- I enjoy helping others and giving back to the community
- Animal Care
Christina Berg
Onalaska,WI
Summary
At Festival Foods, as a Customer Service Representative and Lead Baker, I spearheaded initiatives that significantly enhanced team success and customer satisfaction. My expertise in complaint handling and active listening led to a notable increase in first-call resolution rates. I excelled in mentoring staff and implementing continuous improvement strategies, demonstrating exceptional teamwork and communication skills.
Overview
23
23
years of professional experience
Work History
Customer Service Representative Lead Baker
Festival Foods
11.2000 - 07.2023
- Consistently met or exceeded performance metrics, leading to increased team success and recognition.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Implemented new training programs for better team performance and improved service quality.
- Played a key role in reducing call wait times by optimizing scheduling and resource allocation.
- Increased first-call resolution rates through targeted coaching sessions focused on active listening skills for team members.
- Supervised large teams with guidance, support and direction for high-quality customer care.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Mentored junior staff, providing guidance on best practices in customer service.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Education
GED -
La Crescent High School
La Crescent, MNSkills
- Complaint handling
- Email management
- Continuous improvement
- Issue resolution
- Teamwork and collaboration
- Customer service
- Time management
- Multitasking
- Excellent communication
- Active listening
- Effective communication
- Relationship building
Interests
Timeline
Customer Service Representative Lead Baker
Festival Foods
11.2000 - 07.2023
GED -
La Crescent High School
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