Colleen Sheaffer

Customer Service Manager

JACO Environmental

03.2007 - 10.2014

Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Took ownership of customer issues and followed problems through to resolution.
Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
Reduced customer complaints, proactively addressing issues and implementing effective solutions.
Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Followed through with client requests to resolve problems.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
Collaborated with upper management to improve customer service processes and support structures company-wide.
Increased team productivity by providing ongoing training and support to customer service representatives.
Kept accurate records to document customer service actions and discussions.
Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
Collaborated with IT department to streamline customer data management.
Facilitated cross-departmental meetings to ensure cohesive customer service strategies.
Coordinated with product development team to address frequent customer issues.
Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Maintained professional demeanor by staying calm when addressing unhappy or angry customers.