Corey Jacobs
Fort Mill,South Carolina
Summary
Experienced Customer Service Manager with a 7-year track record in supervisory roles, consistently delivering high-quality customer support. Mentors team members to provide exceptional service, fosters team morale through effective communication and positive performance feedback. Adept at defusing customer dissatisfaction and managing competing priorities to achieve superior results.
Overview
8
8
years of professional experience
Work History
Client Services Team Lead
Wells Fargo Advisors
06.2023 - Current
- Enhanced client satisfaction by 25% through effective issue resolution and implementation of a new feedback system, utilizing CRM software such as Salesforce to track and analyze customer interactions
- Handled an average of 50 client inquiries daily, resolving 95% of issues on first contact and enhancing customer satisfaction scores by 20% within six months through adept use of CRM software and effective communication strategies
- Provided exceptional client support, resolving 95% of inquiries on the first call by leveraging CRM systems and comprehensive knowledge of company products and services.
Assistant Operations Manager
Lux-A-Rama Cleaners
06.2018 - 06.2023
- Reported issues to higher management with great detail.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Maintained professional, organized, and safe environment for employees and patrons.
- Cross-trained existing employees to maximize team agility and performance.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Developed and maintained relationships with customers and suppliers through account development.
- Trained staff on operating procedures and company services.
Associate
Amazon
11.2016 - 06.2018
- Analyzed customer data to identify trends and anticipate customer needs.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Used machinery and equipment such as box cutters, shrink-wrap guns and electric pallet jacks.
- Streamlined material delivery processes which increased efficiency and reduced downtime.
- Maintained clean, orderly work environment free of hazards.
- Assisted in receiving, stocking and distribution of merchandise.
Education
Bachelor of Science - Business Administration and Management
Capella University
Fort Mill, SC03.2022
Skills
- Client Retention Strategies
- Strong leadership
- Salesforce proficiency
- Cross-functional coordination
- Inter-department collaboration
- Customer Service
- Active Listening
- Training and mentoring
- Research and due diligence
Timeline
Client Services Team Lead
Wells Fargo Advisors
06.2023 - Current
Assistant Operations Manager
Lux-A-Rama Cleaners
06.2018 - 06.2023
Associate
Amazon
11.2016 - 06.2018
Bachelor of Science - Business Administration and Management
Capella University
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