Christine Toth
Pennsville,NJ
Summary
Customer Service Manager Experienced team lead/operations manager with more than a decade of customer service management experience is seeking a full-time position with an established company. The ability to work quickly, accurately and within strict guidelines, on top of this I am able to prioritize a busy workload, while at the same time being reactive to a business’s core needs. I am looking for a suitable Customer Service role with an exciting and forward thinking company. I hope to expand my leadership skills to pursue an executive position with the business and become a leader for the company. SUMMARY Desired S
Salary/Wage: 57,000.00 USD Per Year / Negotiable
Desired Status: Full-Time Customer Service work experience: 20 Years Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
21
21
years of professional experience
Work History
Operations Manager
Concentrix
11.2015 - 06.2022
- Managing 200+people
- Promptly process, answer and/or resolve email inquiries and concerns
- Take appropriate action with utmost priority and speed, to ensure service level metrics are achieved
- Communicate with the client on a daily,weekly basis via webex or email
- Use available resources to investigate and retrieve all information required for metric handling and performance management
- Establish and maintain key performance metrics and quality assurance programs for increasing customer satisfaction results to ensure going the extra mile to exceed expectations
- Determine the appropriate course of action based on job aids, research, and existing desktop solution tools
- Evaluate and analyze and develop contact center metrics and quality assurance scores to develop more efficient and effective operations.
- Team Leader
- Managing 20+people
- Managing the day-to-day activities of the team
- Motivating the team to achieve organizational goals
- Developing and implementing a timeline to achieve targets
- Delegating tasks to team members
- Conducting training of team members to maximize their potential
- Empowering team members with skills to improve their confidence, product knowledge, and communication skills
- Conducting quarterly performance reviews
- Contributing to the growth of the company through a successful team
- Creating a pleasant working environment that inspires the team
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Generated reports detailing findings and recommendations.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Mentored and guided employees to foster proper completion of assigned duties.
- Held weekly team meetings to inform team members on company news and updates.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Promoted high standerds through personal example to help each member understand expected behavious and standards.
- Educated staff on organizational mission and goals to help employees achieve success
Customer Service Manager
Toys R US/Babies R US
11.2011 - 04.2015
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Generated customer satisfaction surveys to analyze results into action plans.
- Researched and corrected customer concerns to promote company loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Customer Service Rep
Suburban Waste Services
10.2010 - 09.2011
- Sales
- Scheduling
- Dispatch
- Billing
- Accounts Receivable
- Problem Solving
- Provided timely, courteous and knowledgeable response to information requests.
Office Manager
Banta's Bestway Trash
04.2001 - 06.2010
- Scheduling
- Dispatch
- Billing
- Accounts Receivable
- Sales
- Problem Solving
- Provided timely, courteous and knowledgeable response to information requests., Scheduling
- Dispatch
- Billing
- Accounts Receivable
- Sales
- Managing Employees
- Problem Solving
- Entrusted to manage the office in the Owner’s absence for extended periods
- Provided timely, courteous and knowledgeable response to information requests.
Education
HS Diploma - undefined
Chichester High School
Skills
- 10years of experience as a Team Leader or similar role
- In-depth knowledge of performance metrics
- Experience with organizing training programs
- Sense of ownership and pride in your performance and its impact on the client's
- Able to control a conversation and quickly obtain relevant information
- Experience managing teams of 200
- Communication
- Team work
- Delegation
- Creative Problem
- Solving
- Analytical Decision
- Making
- Planning & Scheduling
- Adaptability
- Executive Support
- Teamwork Skills
- Active listening skills
- Computer
- MS Word
- MS Excel
- Tech Savvy
- MS Outlook
- MS PowerPoint
- Overseeing Daily Activities
- Key Performance Indicators (KPI)
- Issue Resolution
- Account Management
- Daily Workflow Improvement
- Team Assessment
- Leading Employees
- Verbal and Written Communication
- Conflict Resolution
- Client Support
- Giving Constructive Feedback
- SOP Adherence
- Attention to Detail
- Evaluating Employee Work
- Smart Goals
- Call Center Operations
- Performance Improvement
- Teamwork and Collaboration
- Leading Team Meetings
- Performance Evaluations
- Coaching and Mentoring
- Complex Problem-Solving
- Effective Customer Service
- Set Up Devices
- Behavior Redirection
- Leadership
Timeline
Operations Manager
Concentrix
11.2015 - 06.2022
Customer Service Manager
Toys R US/Babies R US
11.2011 - 04.2015
Customer Service Rep
Suburban Waste Services
10.2010 - 09.2011
Office Manager
Banta's Bestway Trash
04.2001 - 06.2010
HS Diploma - undefined
Chichester High School