Summary
Overview
Work History
Education
Skills
Timeline
Generic

Christina Fedullo

West Chester,PA

Summary

Customer Service Team Lead with a track record of effective team leadership and operational excellence. Demonstrated expertise in managing customer support functions and fostering cross-departmental collaboration. Skilled in high-level administrative tasks, project coordination, and maintaining professionalism in high-pressure situations. Committed to enhancing operational efficiency and providing exceptional executive support through strong interpersonal and problem-solving abilities.

Overview

13
13
years of professional experience

Work History

Customer Service Team Lead

CertainTeed
Malvern, PA
03.2024 - Current
  • Train, coach, and mentor team members to enhance professional development and service metrics.
  • Monitor daily operations, implementing process improvements to drive efficiency.
  • Resolve escalated customer issues with professionalism and empathy, ensuring timely resolutions and retention.
  • Collaborate with cross-functional teams to streamline communication and address systemic customer experience issues.
  • Monitor team performance, and provide constructive feedback for development.
  • Assist in developing training materials for new employees and ongoing education.

Customer Account Specialist III

CertainTeed
Malvern, PA
11.2021 - 03.2024
  • Established strong customer relationships, consistently exceeding service standards.
  • Resolved issues rapidly, addressing inquiries on accounting, service quality, and delivery.
  • Achieved 99.65% order accuracy and 100% customer satisfaction based on surveys.
  • Managed all critical interdepartmental escalations to ensure seamless communication.
  • Trained new staff members on operational procedures and company services.
  • Maintained current knowledge of product and service updates.

Manager

Buffalo Wild Wings
King of Prussia, PA
08.2012 - 11.2021
  • Previous positions include server, bartender, corporate trainer, promotional events.
  • Directed a staff of over 50 personnel.
  • Raise performance in areas of sales, management, and operations by identifying and targeting areas in need of improvement.
  • Exercise composure under pressure, and in escalated customer service scenarios.
  • Train and mentor new employees to maximize team performance.
  • Keep employees operating productively and working on task to meet business and customer needs.
  • Apply customer feedback to develop process improvements and support long-term business needs.

Education

Bachelor of Arts - Criminal Justice

Temple University
Philadelphia, PA
01-2013

Skills

  • Organizational skills
  • Problem solving
  • Verbal and written communication
  • Ability to multi-task
  • Interdepartmental collaboration
  • Time management
  • Proficient in Microsoft Office 365
  • Proficient in SAP
  • Proficient in SalesForce & PriceFX

Timeline

Customer Service Team Lead

CertainTeed
03.2024 - Current

Customer Account Specialist III

CertainTeed
11.2021 - 03.2024

Manager

Buffalo Wild Wings
08.2012 - 11.2021

Bachelor of Arts - Criminal Justice

Temple University

Similar Profiles

CREATE PROFILE