Christina George
Summary
An experienced Customer Service Supervisor with 12+ years of experience working with high-volume customer interactions, while maintaining customer satisfaction. Throughout my career progression from customer service representative to supervisor, I have never lost sight of the fact that employee satisfaction drives performance. I am eager to offer my expertise as a Customer Service supervisor, where my metrics-driven methods assessing customer needs will solve operational problems and ensure a high level of customer satisfaction.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Real Estate Agent
Coldwell Banker Top Team
Chino, CA
11.2020 - Current
- Showed residential properties and explained features, value and benefits of available homes.
- Managed sales pipeline by actively following up with prospects and hot leads.
- Promoted property sales through advertisements, open houses and participation in multiple listing services.
- Demonstrated exceptional lead generation by utilizing aggressive marketing and personal referrals from satisfied buyers and sellers to develop extensive client base
- Educated buyers and sellers about all aspects of the housing market and property sales process
- Supervised all marketing activities and keep track of which strategies lead to an increase in interest in properties and the business
Customer Service Supervisor
Genstar Technologies
Chino, CA
07.2017 - 03.2018
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Maintained client/distributor satisfaction.
- Monitored daily activities of customer service team, providing guidance and encouragement to optimize productivity.
- Supervised a customer service team of two associates, and was the technical support.
- Coached staff on strategies to enhance performance and improve customer relations.
- Resolved various customer service issues, expedited customer escalations and follow ups for prompt resolution and customer satisfaction.
- Led customer service staff in implementing strategies to propel Customer Satisfaction Index levels and achieve manufacturer service objectives.
- Responded to in-person and online customers to improve company customer service ratings.
- Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
Customer Service Representative
Prospect Medical Group
Orange, CA
06.2015 - 07.2017
- Demonstrated the ability to answer hi-volume in-bound calls and make outbound and provide superior service to our patients.
- Responded quickly and professionally to customer telephone questions and concerns.
- Gathered patient demographics and billing information as needed to complete specific requests.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Answered 100+ inbound calls per day and directed to designated individuals or departments.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Created and implemented process improvements to reduce workloads and bolster callback efficiency.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
Customer Service Supervisor
American Red Cross Blood Services
Tucson, AZ
12.2011 - 05.2015
- Hired, trained and transitioned over 300 employees while opening the new call center.
- Responsible for hiring, training and supervising 30 call center agents to ensure productivity, metrics and company culture is met.
- Ensured achievement of goals by location and fixed site to maximize blood drive efficiency and maximize efficiency.
- Utilized systems, reports and resources productively through effective staff scheduling to achieve objectives in a cost-effective manner.
- Implemented programs for leading and motivating recruitment staff to achieve recruitment organizational objectives and minimize turnover.
- Liaised with the call center management team to monitor the effectiveness of service policies and practices.
- Improved customer service by monitoring calls and providing coaching and feedback to the customer service representatives, helping them expand their service skills.
- Revised department schedules to maximize coverage during peak hours.
- Drove customer escalations to resolution by engaging directly with clients.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
Lead/Customer Service Representative
American Red Cross Blood Services
Pomona, CA
11.2006 - 12.2011
- Handled 75+ customer interactions per day, including escalated concerns with a positive and solution-oriented attitude.
- Delivered customer value by fielding 100+ customer inbound and outbound calls per day
- Primary mentor/trainer and lead "go-to" person for new reps and particularly challenging calls for both new and established employees.
- On-site recruiting at special blood drives and recruitment with a sense of urgency and enthusiasm.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Demonstrated mastery of customer service call script within specified timeframes.
- Addressed the customer service inquiries in a timely and accurate fashion. Maintained up-to-date records at all times.
- Updated customer information into account databases for future use.
- Conducted customer phone calls and in-person visits to maintain positive relationships.
- Traveled to customer locations to resolve on-site issues and promote loyalty.
Education
A.A - Criminal Justice
University of Phoenix
2011
Skills
- Cisco Phone Systems
- Call center operations
- Employee coaching
- Call quality monitoring
- CRM
- Team Leadership
- Customer Success
- Hiring
- Training & development
- Payroll/ Timekeeping
- Communication
- Microsoft Office
- Salesforce
Certification
- Tech Sales Representative Certification (Course Careers) - 2023
- Licensed Real Estate Agent - 2020
- Licensed Notary Public - 2018
Timeline
Real Estate Agent
Coldwell Banker Top Team
11.2020 - Current
Customer Service Supervisor
Genstar Technologies
07.2017 - 03.2018
Customer Service Representative
Prospect Medical Group
06.2015 - 07.2017
Customer Service Supervisor
American Red Cross Blood Services
12.2011 - 05.2015
Lead/Customer Service Representative
American Red Cross Blood Services
11.2006 - 12.2011
A.A - Criminal Justice
University of Phoenix
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