Cynthia Abel
Customer Success Manager
Timberon,NM
Summary
Hands-on Customer Service Manager effective in motivating others to reach optimum potential. Collaborative multitasker with thoughtful leadership style and equitable task delegation. Organized facilitator of numerous competing variables to meet team goals of serving clientele.
Overview
5
5
years of professional experience
Work History
Supervisor/Manager
AT&T Communications
San Antonio, TX
02.2020 - Current
- Aligned individual performance expectations with organizational goals
- Developed performance goals collaboratively with their direct reports
- Ensured that performance goals are clearly communicated and current
- Provided fair, constructive, and timely feedback towards performance expectations and goals
- Provided assistance, guidance, and coaching support as needed
- Ensured that staff have professional development plans in place
- Conducted performance evaluations according to established systems and policies.
- Worked with providers to define quality metrics and outcome reporting process.
- Designed and introduced leadership development, coaching and team management models, resulting in promotion of employees into increased levels of responsibility.
- Trained newly hired customer support representatives, and assisted with their development process.
Manager, Technical Support
Apple
El Paso, TX
12.2018 - 01.2020
- Created customer service email scripts used across the company to interact with customers
- Developed customer service representative training manual
- Answered an average 50+ calls per day from consumers and customers related to orders, product inquiries, and order/shipping issues
- Achieved 97% average customer satisfaction rating, surpassing team goal by 12%
- Pioneered development of improved system for following up with unsatisfied customers, reducing customer churn by 6%
- Manage the appropriate help and advice to customers and lead a team of customer service staff
- Manage the receipt and processing of all consumer calls, emails, letters, face-to-face and warranty issues related to products assuring customer satisfaction
- Train team to deliver a high standard of customer service
- Analyze data to determine the level of customer service your organization is providing
- Handle any customer complaints or any major incidents, such as a safety issue or a customer being taken ill
- Keep accurate records of discussions or correspondence with customers
- Investigate and solve customers’ difficulties, which may be complex or long-standing problems that have been passed on by customer service assistants
- Created new and modified existing customer service procedures, policies and standards for your department
- Keep customer/consumer information (including routing guides and/or packing instructions as well as pricing) updated in Oracle
- Advise on the research and review of all claims related to pricing, inventory and invoice discrepancies and short payments.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Submitted service tickets for equipment maintenance requests.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Documented support interactions for future reference.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Accomplished multiple tasks within established timeframes.
- Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Monitored systems in operation and quickly troubleshot errors.
Customer Support Associate
Coretechgroup
El Paso, TX
02.2017 - 12.2018
- Sourced and screened potential candidates for contract and contract-to-hire positions
- Submitted qualified candidates to open job requirements
- Interviewed prospective candidates and educate candidates on company process
- Coordinated onboarding processes (e.g., drug screens, reference checks)
- Recruited one of our first project managers who did extremely well and helped company grow
- Proactively made 120 cold calls daily resulting in additional staff orders on a monthly basis
- Tracked job orders and initiated recruitment for new roles paying close attention to high priority situations.
- Provided primary customer support to internal and external customers.
- Initiated follow-up phone calls to sellers concerning resolved issues to enhance platform experience.
Education
Bachelor's - Psychology
NEW MEXICO STATE UNIVERSITY
No Degree - Early Childhood Development
New Mexico State University - Dona Ana Community College
Las Cruces, NM 05.2001 -
Skills
Rio Grande Preparatory Institute
undefinedTimeline
Supervisor/Manager
AT&T Communications
02.2020 - Current
Manager, Technical Support
Apple
12.2018 - 01.2020
Customer Support Associate
Coretechgroup
02.2017 - 12.2018
No Degree - Early Childhood Development
New Mexico State University - Dona Ana Community College
05.2001 -
Bachelor's - Psychology
NEW MEXICO STATE UNIVERSITY
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