Cindy Wilson
Phoenix,AZ
Summary
Dynamic and results-oriented Customer Service Leader with over 30 years of progressive experience in call center management, customer engagement, and technical support. Expertise in building, mentoring, and motivating high-performing teams to consistently exceed service metrics while delivering exceptional customer experiences. Recognized for driving top performance results through leading by example and implementing strategic process improvements that enhance operational excellence. A strong commitment to fostering collaboration, employee development, and continuous growth ensures elevated customer satisfaction and retention.
Overview
14
14
years of professional experience
Work History
Customer/Tech Care Expert (Leadership Development Program)
Dansons
Scottsdale, AZ
01.2023 - Current
- Selected for the company’s Future Leaders Program based on top-tier performance and leadership potential.
- Trained and mentored new hires, guiding them on company policies, systems navigation, and troubleshooting protocols.
- Maintained 1st place monthly performance rankings 7 times, achieving 'Rock Star' status for excellence.
- Resolved customer inquiries and technical issues with a one-call resolution approach, improving satisfaction scores.
- Collaborated with leadership to identify performance gaps and implement quality improvement initiatives.
Verifications/Underwriting Advocate
Carvana
Tempe, AZ
01.2022 - 01.2022
- Led customer communication and verification for loan documentation while ensuring compliance with lending regulations.
- Provided peer guidance to team members on handling sensitive data and fraud prevention best practices.
- Recognized for superior attention to detail and professionalism during customer escalations.
Tech Neighbor Support Agent
Ring/Amazon
Remote
01.2020 - 01.2021
- Provided Tier 1–2 technical support while leading peer coaching through Slack during escalated cases.
- Collaborated with management to update troubleshooting documentation and streamline team workflows.
- Created new procedures that improved call handling time and customer satisfaction.
Customer/Tech Service Coordinator
Minelab
Lisle, IL
01.2016 - 01.2017
- Monitored service center efficiency and coordinated solutions between customers and repair teams.
- Implemented improved diagnostic procedures that reduced repeat service calls by 20%.
- Provided leadership in triaging complex customer escalations with empathy and professionalism.
Commercial Customer Service Representative
Roto-Rooter
Lombard, IL
01.2012 - 01.2016
- Trained new team members and developed onboarding materials for commercial call center operations.
- Partnered with corporate clients (Target, Walmart, Staples) to manage high-volume service requests.
- Developed and led the Customer Care initiative to improve post-service follow-ups and retention rates.
- Served as the go-to representative for nationwide preventive maintenance agreements and process escalations.
Education
GED -
Morton College
Cicero, IL06.1994
Skills
- Call Center Operations & Team Leadership
- Employee Training, Coaching & Mentorship
- Performance Metrics & KPI Management
- Customer Experience Optimization
- Conflict Resolution & Escalation Management
- Quality Assurance & Process Improvement
- Workforce Management & Scheduling
- Cross-Functional Collaboration
- CRM & Multichannel Communication Expertise
- CRM Systems (Kustomer, NetSuite, Seibel)
- Workforce Tools (8x8, RingCentral, Teams, Slack)
- Database & Order Platforms (AS400, Citrix, Workspace)
- Reporting & Quality Monitoring Tools
- Microsoft Office Suite (Word, Excel, Outlook)
- Typing Speed: 25 WPM
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Organization and time management
- Problem resolution
Timeline
Customer/Tech Care Expert (Leadership Development Program)
Dansons
01.2023 - Current
Verifications/Underwriting Advocate
Carvana
01.2022 - 01.2022
Tech Neighbor Support Agent
Ring/Amazon
01.2020 - 01.2021
Customer/Tech Service Coordinator
Minelab
01.2016 - 01.2017
Commercial Customer Service Representative
Roto-Rooter
01.2012 - 01.2016
GED -
Morton College