Cynthia Snyder
Fayetteville,NC
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
17
17
years of professional experience
Work History
Process Manager
eClerx
10.2021 - Current
- Develop objectives for the call center's day-to-day activities
- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
- Collect and analyze call-center statistics
- Hire, coach and provide training to personnel to maintain high customer service standards
- Monitor and improve telephone handling and other procedures
- Evaluate performance with key metrics
- Prepare reports for different departments or upper management
Team Lead
eClerx
11.2020 - 10.2021
- Be in charge of running and managing the call center daily
- Set targets for all other call center agents to meet up with
- Understand all organization's products, services, procedures and guidelines and communicate same to all team members
- Monitor all calls to ensure that due procedures and quality standards are strictly adhered to Facilitate and organize training session for all agents and participate in recruitment of new call center agents
- Conduct regular review of all call center agents performance and organize training sessions for under performers
- Submit regular reports to management and seek new ideas and strategies to improve performance at the center
- Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times
- Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.
Analyst
eClerx
01.2019 - 11.2020
- Directly responsible for receiving inbound billing and service calls from customers and is empowered to resolve any issues and assist with general account inquiries
- Applies advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions
- Provides phone support
- Analyzes customer needs to determine functional and cross-functional requirements
- Maintains current knowledge of relevant technologies as assigned.
Customer Care Specialist
Montgomery Ford Lincoln of Troy
07.2016 - 09.2018
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Check to ensure that appropriate changes were made to resolve customers' problems
- Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
BDC Representative
Montgomery Ford Lincoln of Troy
07.2015 - 07.2016
- Contact regular and prospective customers to demonstrate products, explain product features, and solicit orders
- Recommend products to customers, based on customers' needs and interests
- Consult with clients after sales or contract signings to resolve problems and to provide ongoing support.
Manager Trainee
Aarons
09.2013 - 07.2015
- Locate and notify customers of delinquent accounts by mail, telephone, or personal visits to solicit payment
- Persuade customers to pay amounts due on credit accounts, damage claims, or non payable checks, or to return merchandise
- Confer with customers by telephone or in person to determine reasons for overdue payments and to review the terms of sales, service, or credit contracts
- Receive payments and post amounts paid to customer accounts.
Production Worker
Fiberon
10.2005 - 09.2013
- Operate machinery used in the production process, or assist machine operators
- Examine products to verify conformance to quality standards
- Observe equipment operations so that malfunctions can be detected, and notify operators of any malfunctions
- Count finished products to determine if product orders are complete
- Mark or tag identification on parts
- Record information such as the number of products tested, meter readings, and dates and times of product production.
Education
College - Human Services
Some
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Stanly Community College
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HAVERLING HIGH SCHOOL
Skills
- Leadership
- Development
- Trainer
- Interviewing
- Customer Service — Highly Proficient
Timeline
Process Manager
eClerx
10.2021 - Current
Team Lead
eClerx
11.2020 - 10.2021
Analyst
eClerx
01.2019 - 11.2020
Customer Care Specialist
Montgomery Ford Lincoln of Troy
07.2016 - 09.2018
BDC Representative
Montgomery Ford Lincoln of Troy
07.2015 - 07.2016
Manager Trainee
Aarons
09.2013 - 07.2015
Production Worker
Fiberon
10.2005 - 09.2013
College - Human Services
Some
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Stanly Community College
undefined
HAVERLING HIGH SCHOOL
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