Courtney Blige
UKG
Braselton,GA
1
Language
9
years of professional experience
Forward-thinking Results-driven Customer Experience (CX) and Customer Service and Operations Leader with over 15 years of comprehensive expertise in enterprise client relationship management, technical support strategy, and cross-functional leadership. Proven track record of transforming complex operational challenges into streamlined, revenue-protecting workflows. A hands-on mentor and strategic thinker dedicated to cultivating cultures of excellence, resolving high-stakes conflicts, and seamlessly aligning customer experience (CX) initiatives with overarching corporate and financial goals.
Work History
Customer Service Coordinator II
1 Year 3 Months- Delivered advanced technical application support for the UKG Ready suite, accelerating product adoption and boosting user confidence across enterprise clients.
- Diagnosed and resolved intricate technical challenges, consistently meeting or exceeding stringent service-level agreements (SLAs).
- Led multi-channel help desk initiatives to enhance end-user experience and streamline case resolution.
- Managed documentation solutions and created case summaries to ensure data integrity and operational efficiency.
- Facilitated customer interactions to strengthen client relationships and support long-term account retention.
- Guided users through structured, systematic troubleshooting protocols to reduce time-to-resolution and improve self-service capabilities.
Participants Relationship Manager
5 Months- Cultivated and strengthened high-value corporate client relationships through proactive executive engagement and responsive, high-touch communication.
- Partnered cross-functionally with internal departments to ensure seamless client support, eliminate operational bottlenecks, and expedite issue resolution.
- Directed real-time queue management utilizing NICE software to optimize daily workflows, balance team capacity and achieve service-level goals.
- Managed critical call center operations, ensuring strict adherence to compliance standards, internal SOPs, and performance metrics.
- Spearheaded the resolution of escalated financial inquiries and complex order concerns, restoring client trust under tight timelines.
Customer Service Analyst II
9 Months- Analyzed complex customer feedback data and behavioral trends to design and implement targeted process improvements.
- Authored and developed comprehensive training resources that elevated team subject-matter expertise on technical product offerings.
- Collaborated with cross-functional business units to dismantle silos and effectively resolve high-impact customer issues.
- Refined and automated reporting workflows to enhance data visibility and reduce response latency for critical service inquiries.
Senior Customer Care Specialist Ops
2 Years 2 Months- Steered and mentored a high-performing customer care team, establishing rigorous performance benchmarks to guarantee the execution of exceptional service delivery standards.
- Served as the primary escalation point for high-stakes customer friction points, deploying advanced conflict-resolution strategies to protect revenue and restore brand loyalty.
- Standardized, updated, and delivered targeted training modules on standard operating procedures (SOPs) to cross-train staff and instill customer-centric best practices.
- Monitored, analyzed, and optimized real-time queue performance via NICE workforce management software to maximize operational velocity and team productivity.
- Directed end-to-end order fulfillment workflows and resolved complex supply chain inquiries across multi-channel communication networks.
- Synthesized operational data to track and report systemic product and service deficiencies to senior leadership, driving continuous improvement and risk mitigation initiatives.
Customer Service Project Manager
2 Years 4 Months- 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
4 Months- Executed targeted recruitment initiatives to attract top-tier talent, successfully enhancing workforce capability and corporate diversity metrics.
- Developed and deployed strategic corporate training programs aimed at driving employee engagement and lowering organizational turnover.
- Streamlined the corporate onboarding architecture, substantially reducing the overall time-to-hire metric for incoming personnel.
- Collaborated with HR leadership to audit, optimize, and align workplace policies with updated regulatory frameworks.
- Synthesized employee sentiment feedback to identify and action strategic improvements in workplace culture and retention.
- Administered the annual performance evaluation process, ensuring institutional consistency, equity, and data accuracy across business units.
Education
Bachelor of Arts - Journalism and Mass Communication
Skills
Call center operations
SLA management
Escalation & conflict resolution
Training & team development
NICE workforce management
Customer experience management
Quality assurance
Process improvement
Performance reporting
CRM systems
Salesforce
SAP
LANGUAGES
English Native
Timeline
Customer Service Coordinator II
UKG
12.2024 - 03.2026Read More
Participants Relationship Manager
Morgan Stanley
01.2024 - 06.2024Read More
Customer Service Analyst II
Avanos Medical
04.2023 - 01.2024Read More
Senior Customer Care Specialist Ops
PGA Tour Superstore
02.2021 - 04.2023Read More
Customer Service Project Manager
Delta Airlines
11.2017 - 03.2020Read More
People Operations Specialist
Home Depot
05.2017 - 09.2017Read More
Old Dominion University
Bachelor of Arts from Journalism and Mass Communication
Read More