Christina Chambers
Texas City,TX
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
9
9
years of professional experience
Work History
Policy and Procedures Assistant
Lamps Plus
Redlands, CA
12.2020 - 02.2024
- Drafted and edited reports, memos, letters, and other documents for internal and external stakeholders.
- Identified new opportunities for policy development initiatives.
- Maintained positive working relationship with fellow staff and management.
- Identified needs of customers promptly and efficiently.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Conducted research on current and emerging issues related to assigned policy areas.
- Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Evaluated employee job performance and motivated staff to improve productivity.
- Addressed customer inquiries to increase customer satisfaction ratings.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
- Created reports on daily, weekly, monthly basis related to customer service activities.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Monitored phone calls to promote better service and provide feedback.
- Assessed team member performances by delivering one-on-one coaching to promote better service.
- Created training manuals to resolve simple and complex customer issues.
- Assisted in developing training materials for new hires as well as existing employees.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
- Guided employees in handling difficult or complex problems.
Operations Supervisor
Emperion
Alvin, TX
08.2015 - 11.2020
- Managed daily operations, including scheduling personnel, assigning tasks, and monitoring progress.
- Trained new employees on proper job functions and company policies and procedures.
- Built strong operational teams to meet process and production demands.
- Identified areas of improvement and developed strategies to increase efficiency.
- Oversaw implementation of procedures, goals and objectives within operations.
- Trained, mentored and motivated employees to maximize team productivity.
- Monitored staff performance and provided feedback for improvement.
- Conducted regular meetings with staff members to discuss any issues or concerns they may have had.
- Resolved customer complaints in a timely manner to maintain customer satisfaction.
- Developed strong relationships with customers through excellent customer service practices.
- Identified areas of deficiency and performed root-cause analysis to solve problems.
- Assisted in the hiring process by conducting interviews and making recommendations for new hires.
- Engaged employees to create safe, energetic work environment through feedback and recognition.
- Maintained accurate records of employee attendance and performance reviews.
- Evaluated and reported on department metrics to upper management.
- Drove standardized best practices and leveraged support functions to optimize operational performance while meeting goals.
- Built and developed employee talent to drive engagement, resulting in advancement within company.
- Monitored calls for quality assurance purposes.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Conducted performance reviews of call center staff and documented results.
- Maintained strong call control and quickly worked through scripts to address problems.
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Investigated difficult or complex inquiries from customers.
- Resolved escalated customer complaints in a timely manner.
- Trained and supervised new employees to promote overall team productivity and consistent service.
- Analyzed customer feedback data to identify trends in customer service issues.
- Updated customer accounts, addresses and contact information within call management databases.
- Created incentives for employees who achieved high performance standards.
Education
GED -
Texas City High School
Texas City, TX03-1992
Skills
- Data Entry
- Administrative Support
- File Management
- Office Equipment Troubleshooting
- Project Management
- Workflow Management
- Training and Mentoring
- Call Center Operations
- Handling Escalations
- One Call Resolution
- Complaint Resolution
- Call Monitoring
- Quality Assurance Controls
- Staff Training
- Customer Relations
- Skilled Multi-Tasker
- Excellent Time Management Skills
- Issue Resolution
- Focused on Customer Satisfaction
- Relationship Building
Timeline
Policy and Procedures Assistant
Lamps Plus
12.2020 - 02.2024
Operations Supervisor
Emperion
08.2015 - 11.2020
GED -
Texas City High School