Courtney Clayton
Katy,TX
Summary
Dynamic Escalation Supervisor at MTM-Healthcare Services, skilled in problem-solving and client retention strategies. Achieved significant reductions in response times by implementing efficient processes, while fostering teamwork and collaboration. Enhanced customer satisfaction through effective issue resolution and coaching, driving a culture of continuous improvement within the organization.
Responsible Customer Solutions Specialist providing exceptional service by anticipating and preventing issues and following up with customers. Smart candidate with experience analyzing reports and data and keeping records of customer interactions.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
14
14
years of professional experience
Work History
Escalation Supervisor
MTM-Healthcare Services-Public Transit Services
03.2025 - Current
- Reduced response times for escalation cases by implementing efficient processes and protocols.
- Played a pivotal role in developing new processes or tools designed specifically for handling high-priority escalations more efficiently.
- Championed the use of data-driven decision-making within the escalation department to improve overall efficiency and effectiveness.
- Contributed to organizational growth by sharing insights from escalation experiences with relevant stakeholders, informing decisions on product improvements or policy updates.
- Boosted team productivity by providing thorough training and ongoing support to staff members.
- Ensured timely resolution of complex cases by prioritizing workload and allocating resources appropriately.
- Promoted a culture of continuous improvement through regular reviews of policies, procedures, and best practices.
- Enhanced customer satisfaction by effectively addressing and resolving escalated issues.
- Fostered a positive work environment by actively supporting team members in their personal development goals and career aspirations.
- Increased employee retention rates with targeted coaching, mentoring, and performance evaluations for the escalation team.
- Learned and followed customer service policies and procedures to meet organizational and industry standards.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Escalated customer issues to management for appropriate action to be taken.
- Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
Team Lead
GMR Web Team
06.2022 - 03.2025
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Evaluated customer needs and feedback to drive product and service improvements.
- Educated staff on organizational mission and goals to help employees achieve success.
- Generated reports detailing findings and recommendations.
- Gathered, organized and input information into digital database.
- Collected, arranged, and input information into database system.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
Cashier
Landmark Properties Inc.
11.2018 - 04.2020
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Helped customers complete purchases, locate items, and join reward programs.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Answered questions about store policies and addressed customer concerns.
- Addressed customer needs and made product recommendations to increase sales.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
- Streamlined checkout process for increased efficiency and reduced waiting times.
- Increased sales of promotional items by informing customers about current offers.
- Supported marketing initiatives by setting up and maintaining promotional displays.
- Contributed to clean and safe shopping environment, performed regular sanitation of checkout area.
- Managed cash drawer accurately, ensuring all transactions balanced at end of day.
- Facilitated positive shopping experience, greeted customers warmly upon entry.
- Enhanced customer loyalty by participating in rewards program enrollment.
- Performed cash, card, and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
- Handled cash with high accuracy and took care to check bills for fraud.
- Worked with floor team and managers to meet wide range of customer needs.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Demonstrated product features, answered questions and redirected objections to highlight positive aspects.
- Processed refunds and exchanges in accordance with company policy.
- Responded promptly to requests for assistance, spills and customer inquiries.
Marketing Assistant
Crossmark
11.2015 - 02.2018
- Created engaging content for Pinterest, Facebook, and Instagram.
- Input new data, updated old records and cross-checked information to keep marketing database up-to-date.
- Updated spreadsheets with statistical, financial and non-financial information.
- Increased brand awareness by implementing targeted marketing campaigns and social media strategies.
- Improved social media presence by creating engaging content that resonated with target audiences, driving follower growth and enhancing brand recognition.
- Assisted call-in customers with questions and orders.
- Monitored customer reviews and responded promptly to negative feedback, demonstrating commitment to customer satisfaction and maintaining a positive brand image.
- Organized webinars and online workshops as a means of educating prospective customers about product features while generating interest in the brand.
- Managed various marketing campaigns for successful product launches and increased brand awareness.
- Managed customer expectations and helped navigate sales processes.
- Conducted basic market research to identify customer needs.
- Supported sales and marketing teams in creation and implementation of marketing campaigns.
- Sat in on sales team trainings to learn successful selling tactics and persuasion techniques.
- Collaborated closely with sales team to manage leads and help with proposals.
- Shadowed team members to learn problem-solving and best practices in customer service.
- Generated reports to support development and implementation of marketing plans.
- Researched and evaluated potential new markets and products.
- Wrote engaging and successful marketing, advertising, and website copy.
- Created and distributed surveys for data collection and analysis.
Customer Service Representative
Pizza Hut
07.2011 - 11.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Improved resolution time with effective problem-solving for customer complaints.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Managed timely and effective replacement of damaged or missing products.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
Retail Sales Associate
Target
06.2014 - 07.2016
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
- Answered questions about store policies and addressed customer concerns.
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
- Processed transactions efficiently using point-of-sale systems, minimizing wait times for customers at checkout.
- Promoted special offers and events by engaging with customers on the sales floor, driving awareness of promotions and boosting sales conversion rates.
- Consistently met personal sales goals through proactive engagement with customers and upselling techniques when appropriate.
- Greeted customers and provided outstanding customer service.
- Handled customer complaints with empathy and patience, resolving issues to maintain positive store reputation.
- Collaborated with team members to meet daily sales targets, contributing to overall store success.
- Listened to customer needs and desires to identify and recommend optimal products.
- Managed efficient cash register operations.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Recommended complementary purchases to customers, increasing revenue.
- Prioritized helping customers over completing other routine tasks in store.
- Performed cash, card, and check transactions to complete customer purchases.
- Built customer loyalty and retention by delivering excellent shopping experiences.
Education
High School Diploma -
Willow Park High School
Apple Valley, CA06-2008
Skills
- Assertiveness
- Goal setting and achievement
- Client retention strategies
- Customer service
- Appointment scheduling
- Problem-solving
- Scheduling
- Teamwork and collaboration
- Coaching and mentoring
Timeline
Escalation Supervisor
MTM-Healthcare Services-Public Transit Services
03.2025 - Current
Team Lead
GMR Web Team
06.2022 - 03.2025
Cashier
Landmark Properties Inc.
11.2018 - 04.2020
Marketing Assistant
Crossmark
11.2015 - 02.2018
Retail Sales Associate
Target
06.2014 - 07.2016
Customer Service Representative
Pizza Hut
07.2011 - 11.2016
High School Diploma -
Willow Park High School
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