Craig Collins
Summary
Dynamic professional with a proven track record, excelling in team leadership and conflict resolution. Skilled in documentation and technology, I foster collaboration and enhance service quality, consistently achieving high customer satisfaction. Adept at problem-solving, I implement innovative solutions that drive team success and improve client relationships.
Overview
11
11
years of professional experience
Work History
Direct Support Supervisor
Linnhaven, Inc.
09.2015 - 09.2016
- Led team meetings to address challenges, share best practices, and celebrate successes within the direct support team.
- Established a strong rapport with both clients and their families by maintaining open lines of communication and actively addressing concerns.
- Ensured compliance with state regulations and company policies, maintaining accurate documentation for each client''s progress.
- Implemented conflict resolution strategies among staff members or clients when necessary for a harmonious work environment.
- Evaluated performance of direct support professionals, providing regular feedback and coaching for improvement.
Senior Customer Care Representative
Transamerica Life Insurance Company
08.2007 - 05.2014
- Enhanced customer satisfaction by addressing and resolving complex inquiries, complaints, and issues.
- Maintained accurate documentation of all customer interactions within CRM systems for future reference.
- Developed creative solutions tailored to individual customer needs while adhering to company guidelines.
- Built strong relationships with customers through active listening, empathy, and understanding their needs.
- Implemented proactive solutions to consistently meet or exceed performance metrics and goals.
- Established rapport with clients, ensuring a positive experience in every interaction.
Customer Service Supervisor
Old Navy, Gap
06.2005 - 06.2007
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
Education
Bachelor of Science - Animal Health And Behavior
Unity Environmental University
New Gloucester, ME06-2027
High School Diploma -
Bettendorf High School
Bettendorf, IA06-1993
Skills
- Documentation
- Technology proficiency
- Teamwork and collaboration
- Problem-solving
- Multitasking
- Critical thinking
- Team collaboration
Accomplishments
Administered soccer program for players with physical and mental disabilities.
Supervised a team of 30 employees to assist in building a Habitat for Humanity House
Coached youth soccer for 10 years
Timeline
Direct Support Supervisor
Linnhaven, Inc.
09.2015 - 09.2016
Senior Customer Care Representative
Transamerica Life Insurance Company
08.2007 - 05.2014
Customer Service Supervisor
Old Navy, Gap
06.2005 - 06.2007
Bachelor of Science - Animal Health And Behavior
Unity Environmental University
High School Diploma -
Bettendorf High School
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