Cliff Adams
Winnipeg,MI
Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
14
14
years of professional experience
Work History
Customer Care Manager
Yellow Corporation - Canadian Division
08.2009 - Current
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Created customer support strategies to increase customer retention.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Applied best practices in customer service, sales and employee management to exceed organizational goals.
- Established performance and service goals and held associates accountable for individual performance.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Managed department call volume of [Number] calls per day and coordinated department schedules to maximize coverage during peak hours.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Collaborated with finance department on invoicing accuracy for applicable products, services, software and logistics.
- Evaluated interactions between associates and customers to assess personnel performance.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Developed new employees and on-going performance assessment of current employees.
Senior Platinum Support Representative
Yellow Corporation - Canadian Division
04.2014 - 06.2022
- Increased customer satisfaction ratings to [Number]%.
- Developed and implemented training initiatives for new hires.
- Managed customer contact center with [Number] support representatives.
- Analyzed and developed service goals for in-bound call center.
- Tracked KPIs and created continuous improvement plans.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
- Managed timely and effective replacement of damaged or missing products.
- Sought ways to improve processes and services provided.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Cross-trained and provided backup support for organizational leadership.
- Developed and updated databases to handle customer data.
- Increased efficiency and team productivity by promoting operational best practices.
- Investigated and resolved accounting, service and delivery concerns.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
Education
Associate of Arts - Introduction To Micro Computers
Red River College
Winnipeg, MB1988
Associate of Arts - Residential Electricity
Manitoba Institute of Trades And Technology (MITT)
Winnipeg, MB04.1986
High School Diploma -
Glenlawn Collegiate
Winnipeg, MB06.1985
Skills
- Business Analysis
- Mentoring
- Call Center Processes
- Performance Tracking and Evaluations
- Collaborate Cross-Functionally
- Continuous Quality Improvement (CQI)
- Negotiation and Conflict Resolution
- Plan Projects
- Report Preparation
- Contact Management Systems
- Interdepartmental Collaboration
- Training Programs
- Escalation Management
- Process and Performance Improvement
- Administration and Reporting
- Compensation Negotiations
- Managing Operations and Efficiency
- Team Goals
- Professional Relationships
- Account Updates
- Operational Efficiency
- Client Interactions
- Individual Sessions
- Service Solution Development
- Assignment Delegation
- Customer Experience Improvement
Timeline
Senior Platinum Support Representative
Yellow Corporation - Canadian Division
04.2014 - 06.2022
Customer Care Manager
Yellow Corporation - Canadian Division
08.2009 - Current
Associate of Arts - Introduction To Micro Computers
Red River College
Associate of Arts - Residential Electricity
Manitoba Institute of Trades And Technology (MITT)
High School Diploma -
Glenlawn Collegiate
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