Courtney Blige
Buford,GA
Summary
Forward-thinking Customer Service and Operations Leader with extensive expertise in enterprise client relationship management, technical support strategy, and cross-functional leadership. Adept at turning complex operational challenges into streamlined, efficient workflows that protect and grow revenue. A hands-on mentor committed to cultivating a culture of excellence, resolving high-stakes conflicts, and aligning CX initiatives with overarching corporate goals
Overview
9
9
years of professional experience
Work History
Customer Service Coordinator II
UKG
Alpharetta, GA, USA
12.2024 - 03.2026
- Delivered expert assistance for UKG Ready application to bolster user confidence and drive product adoption.
- Identified and addressed intricate technical challenges while upholding high service-level standards.
- Provided comprehensive help desk support across multiple channels to enhance user experience and resolve issues efficiently.
- Managed documentation solutions and ensured precise case summaries to support operational efficiency.
- Facilitated customer interactions to optimize value derived from investments.
- Directed users through systematic troubleshooting procedures to enhance problem-solving efficiency.
Participants Relationship Manager
Morgan Stanley
Alpharetta, GA, USA
01.2024 - 06.2024
- Strengthened client relationships through proactive engagement and responsive communication.
- Partnered with internal departments to ensure seamless client support and issue resolution.
- Directed queue management using NICE to optimize workflow and meet service-level goals.
- Oversaw call center responsibilities, ensuring adherence to SLAs.
- Managed escalated concerns related to orders and client inquiries, ensuring timely resolutions.
Customer Service Analyst II
Avanos Medical
Alpharetta, GA
04.2023 - 01.2024
- Analyzed customer feedback to uncover trends and implement process improvements.
- Developed comprehensive training resources to elevate team expertise regarding product offerings.
- Collaborated with diverse teams to effectively resolve intricate customer issues.
- Refined reporting processes to enhance response efficiency for service inquiries.
Senior Customer Care Specialist
PGA Tour Superstore
Roswell, GA, USA
02.2021 - 04.2023
- Led a knowledgeable customer care team focused on exceptional service delivery.
- Addressed and de-escalated customer concerns efficiently, restoring satisfaction and trust.
- Trained and motivated team members on SOP execution and customer service best practices.
- Oversaw queue performance in NICE, ensuring operational efficiency.
- Managed order shipment inquiries through multiple communication channels.
- Reported trends in product and service issues to management for continuous improvement.
Customer Service Project Manager
Delta Airlines
Atlanta, GA, USA
11.2017 - 03.2020
- Achieved high levels of customer satisfaction while serving as a lead support representative.
- Guided customers through technical troubleshooting and problem resolution.
- Trained new hires and junior support staff to enhance team capability and performance.
- Led process improvements that enhanced product functionality and customer experience.
- Collaborated with cross-functional teams to deliver solutions that improved service delivery.
- Maintained service quality standards consistently while meeting performance metrics.
People Operations Specialist
Home Depot
Atlanta, GA, USA
05.2017 - 09.2017
- Led recruitment initiatives to attract top talent and enhance workforce diversity.
- Developed and implemented training programs to improve employee engagement and retention.
- Streamlined onboarding processes, reducing time-to-hire for new employees.
- Collaborated with cross-functional teams to optimize HR policies and procedures.
- Analyzed employee feedback to identify areas for improvement in workplace culture.
- Managed performance review processes, ensuring consistency and accuracy across departments.
Education
Bachelor of Arts - Journalism and Mass Communication
Old Dominion University
Norfolk, VA12.2012
Skills
- Customer Service Leadership
- Call Center Operations & SLA Management
- Technical & Application Support
- Client Relationship Management
- Escalation & Conflict Resolution
- Workflow & Process Optimization
- CRM Systems (Salesforce, NICE, SAP, Microsoft software)
- Data Analysis & Reporting
- Cross-Functional Collaboration
- Training & Team Development
- Time management
LANGUAGES
English Native
Timeline
Customer Service Coordinator II
UKG
12.2024 - 03.2026
Participants Relationship Manager
Morgan Stanley
01.2024 - 06.2024
Customer Service Analyst II
Avanos Medical
04.2023 - 01.2024
Senior Customer Care Specialist
PGA Tour Superstore
02.2021 - 04.2023
Customer Service Project Manager
Delta Airlines
11.2017 - 03.2020
People Operations Specialist
Home Depot
05.2017 - 09.2017
Bachelor of Arts - Journalism and Mass Communication
Old Dominion University