Summary
Overview
Work History
Education
Skills
Timeline
Generic

Crystal Reeves

Panacea,FL

Summary

Dedicated and experienced Customer Service Supervisor with 10 years of Supervisor experience with a record of leading teams to deliver exceptional customer service. Skilled in developing and implementing customer service strategies to improve overall satisfaction. Strong leadership abilities, with the ability to motivate and coach team members to achieve performance goals. Possess excellent communication and problem-solving skills, with a commitment to ensuring a positive customer experience. I aim to apply my customer service and management expertise in an Operations Manager role.

Overview

17
17
years of professional experience

Work History

Customer Care Supervisor

Continuum Global Solutions
Tallahassee, Florida
09.2019 - Current
  • Provide leadership and guidance to a team of customer care representatives, ensuring quality service delivery and prompt resolution of customer issues.
  • Monitor and analyzed customer care KPIs and performance metrics to identify areas of improvement and implemented strategies to enhance customer satisfaction.
  • Conduct regular training sessions for customer care team members to enhance their product knowledge, communication skills, and conflict resolution abilities.
  • Regularly monitor employee productivity levels to identify areas of improvement.
  • Manage a team of customer service representatives, overseeing daily operations to ensure exceptional customer satisfaction.
  • Conduct regular performance evaluations and provided ongoing coaching and feedback to team members to enhance their skills and productivity.
  • Dedicate efforts to enhance Net Promoter Score (NPS) in collaboration with customer service representatives.
  • Led and coached the Success Bay team in achieving significant improvements in their KPIs.

Customer Care Representative

One Loan Place
Tallahassee, Florida
05.2018 - 09.2019
  • Processed loan applications and documentation accurately and efficiently according to company policies and procedures.
  • Developed highly empathetic client relationships and earned a reputation for exceeding customer service expectations.
  • Analyzed and escalated complaints, issues, and grievances to designated departments for investigation and response.
  • Reviewed loan applications for accuracy and completeness.
  • Explained the various types of loans available and advised on the best product suited for customer's needs.

Personal Cleaning Services

Self Employed
Panama City Beach / Mexico Beach, Florida
05.2014 - 07.2018
  • Contracted with three companies and maintained long-term relationship with private customers.
  • Managed daily workloads by planning and scheduling assignments and projects.
  • Engaged with customers in a positive and professional manner to promote satisfaction.

Call Center Representative

General Dynamics
Lynn Haven, Florida
10.2015 - 06.2016
  • Handled incoming calls related to healthcare for individual clients.
  • Assisted customers by listening closely, finding solutions to problems, and making recommendations based on extensive product knowledge.
  • Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
  • Followed standard processes and procedures for proper escalation unresolved issues to appropriate internal teams.
  • Achieved high scores for quality in customer service evaluations, reflecting exceptional service standards.

Front-End Manager

Winn Dixie
Panama City, Florida
02.2008 - 08.2013
  • Oversaw daily operations of the front-end department, including managing cashier schedules, assigning duties, and providing ongoing training and support to ensure exceptional customer service levels are maintained.
  • Implemented strategies to optimize front-end workflows, reduce checkout times, and minimize queuing, resulting in increased customer satisfaction and loyalty.
  • Conducted regular performance evaluations of front-end staff, provide constructive feedback, and address any performance issues or training needs to drive team efficiency and effectiveness.
  • Maintained accurate records of employee attendance and performance evaluations.
  • Prepared weekly schedules for staff members to maximize efficiency.

Education

BS in Finance -

Florida State University
Tallahassee, Florida
12.2001

AA in General -

Gulf Coast Community College
Panama City, Florida
06.1999

Skills

  • Customer Service
  • Workflow optimization
  • Customer satisfaction
  • Performance evaluation
  • Feedback
  • Team efficiency
  • Collaboration
  • Proficient in Microsoft
  • Performance Improvement
  • Schedule Management
  • Training and mentoring
  • Team Management

Timeline

Customer Care Supervisor

Continuum Global Solutions
09.2019 - Current

Customer Care Representative

One Loan Place
05.2018 - 09.2019

Call Center Representative

General Dynamics
10.2015 - 06.2016

Personal Cleaning Services

Self Employed
05.2014 - 07.2018

Front-End Manager

Winn Dixie
02.2008 - 08.2013

BS in Finance -

Florida State University

AA in General -

Gulf Coast Community College

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Crystal Reeves