Christine Nunn
Lancaster,PA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Maple Logistics Solutions
03.2022 - Current
- Supervised hourly and temporary personnel, provided work direction and reviewed work processes
- Answered questions and recommended solutions to address escalated customer complaints
- Worked with management team to react to customer service issues, customer complaints and business opportunities
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Achieved department targets with strategic resource allocation and schedule management
- Managed employee performance through disciplining, coaching and counseling
- Directed work of multiple teams and assisted with meeting specific team project goals
- Implemented incentive programs and process improvements to bolster under performing areas.
Assistant Manager
Sky Zone Trampoline Park
10.2019 - 09.2021
- Evaluated quality of materials and products to meet total quality management standards
- Analyzed production data to determine ideal corrective actions involving throughput, yield, and scrap
- Exceeded quality performance requirements by implementing total quality management program
- Established sales and performance goals for each location, developed action plans and provided tools and necessary mentor to attain or exceed designated projections
- Conducted weekly conference calls and manager meetings to discuss performance of each location
- Developed team-based culture with shared strategies and goals and strong performance-based initiatives
- Assisted accounting and finance departments with creating annual budgets
- Reduced inventory shrink through improved operational standards
- Inspected 60+ incoming and outgoing shipments to verify accuracy and prevent errors.
Area Manager
Jimmy John's Sandwiches
05.2015 - 06.2019
- Evaluated quality of materials and products to meet total quality management standards
- Analyzed production data to determine ideal corrective actions involving throughput, yield, and scrap
- Exceeded quality performance requirements by implementing total quality management program
- Kept equipment maintained and operating at optimal levels
- Established sales and performance goals for each location, developed action plans and provided tools and necessary mentoring to attain or exceed designated projections
- Conducted weekly conference calls and manager meetings to discuss performance of each location
- Developed team-based culture with shared strategies and goals and strong performance-based initiatives
- Assisted accounting and finance departments with creating annual budgets
- Reduced inventory shrink through improved operational standards
- Administered systems and programs to reduce loss, maintain inventory control, or increase safety
- Created new revenue streams through aggressive local store marketing and community involvement
- Inspected 60+ incoming and outgoing shipments to verify accuracy and prevent errors.
Collection Customer Service Representative
CardWorks Servicing
07.2012 - 09.2015
- Reduced outstanding receivables by consistently following up on overdue payments and negotiating payment arrangements.
- Streamlined collections process for enhanced efficiency and accuracy in tracking delinquent accounts.
- Utilized advanced skip-tracing techniques to locate hard-to-find debtors, increasing likelihood of successful collections efforts.
- Collaborated with billing department to resolve discrepancies in account balances and ensure accurate invoicing for customers.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Maintained accurate records of customer accounts, payments and payment plans.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
Customer Service Representative Lead
Barney's Lighting
04.2008 - 07.2012
- Answered inbound calls to greet and assist customers with various needs and questions
- Researched assistance requested and offered accurate information to resolve issues and respond to inquiries
- Built strong knowledge of product line to assist customers in selecting products
- Completed paperwork for orders and new service actions
- Returned customer calls and responded to inquiries and complaints
- Met and exceeded daily service quality and performance goals
- Served as friendly first point of contact for customer inquiries
- Assisted 50+ customers with setting appointments, special order requests and arranging merchandise pick up
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
High School Diploma -
JP McCaskey High
Lancaster, PA06.2010
2 years (No Degree) - Business Management
HACC College
Lancaster, PA02.2017
Skills
- Team Leadership
- Employee Motivation
- Met and exceeded daily service quality and performance goals
- Staff Scheduling
- Handled escalated callers to reach positive outcomes
- Followed scripts to maintain good call control
- Call center experience
- Call Management
- Data Collection
Awards
- Honor Roll, 09/01/14
- Outstanding Achievement in Customer Satisfaction, 01/01/17
- 7 times - Employee of the Month
Timeline
Customer Service Representative
Maple Logistics Solutions
03.2022 - Current
Assistant Manager
Sky Zone Trampoline Park
10.2019 - 09.2021
Area Manager
Jimmy John's Sandwiches
05.2015 - 06.2019
Collection Customer Service Representative
CardWorks Servicing
07.2012 - 09.2015
Customer Service Representative Lead
Barney's Lighting
04.2008 - 07.2012
High School Diploma -
JP McCaskey High
2 years (No Degree) - Business Management
HACC College
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