D. Bodhi Wilson
Chelsea,VT
Summary
Seasoned Support Team Lead bringing 7+ years of quality performance in customer support and support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication, positive performance feedback and training. Adept at defusing customer dissatisfaction and managing competing priorities with superior results. Well versed in building and maintaining client relationships.
Overview
9
9
years of professional experience
Work History
Support Team Lead
Propelus
01.2018 - Current
- Led and supervised dynamic team of 8, ensuring efficient workflow and high productivity.
- Coached team members in techniques necessary to excel in their roles.
- Resolve complex problems by analyzing different variables and identifying effective solutions.
- Demonstrated effective de-escalation skills when addressing concerns of frustrated clients
- Communicate effectively with diverse stakeholders, including clients, colleagues, and management.
- Resolve conflicts by actively listening, mediating discussions, and finding mutually beneficial resolutions.
- Demonstrate exceptional time management skills to prioritize competing tasks and meet deadlines.
- Utilized ticketing system to track customer requests and prioritize urgent needs
Red Carpet Customer Service Team Lead
Hamburg Süd
07.2017 - 01.2018
- Primary contact for Hamburg Süd's Red Carpet service with 2 direct reports on team
- Catered to 14 multi-million dollar accounts with priority needs in shipping industry.
- Fostered and developed close working partnerships with new and existing clients.
- Handled large volumes of data, processed bookings, tracked shipments, and prepared IMO statements for dangerous goods
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Maintained impeccable customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Service Representative
Hamburg Süd
10.2016 - 07.2017
- Handled customer inquiries and made suggestions courteously and professionally.
- Handled client concerns quickly and escalated any major issues to supervisors if necessary.
- Effectively managed upwards of 50 inbound client inquiries to reduce wait times
- Accurately generated rate quotes for services requested by clients daily
- Created and managed bookings aboard LOLO cargo vessels
- Updated account information to maintain customer records.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Independent Contractor
Uber And Lyft
08.2015 - 10.2016
- Collected riders at designated locations and greeted them upon vehicle entry for 8 to 10 hours daily
- Routinely cleaned and sanitized rideshare vehicles.
- Optimized profitable time by anticipating surge areas, targeting highly trafficked sectors, and daisy-chaining rides.
- Built and maintained positive relationships with passengers by providing friendly and professional service.
- Complied with company guidelines, ethics, and policies when interacting with passengers.
- Adhered to all safety regulations and traffic laws while driving.
Education
Associate of Arts - Liberal Arts And General Studies
Pasco-Hernando State College
Dade City, FL2010
Skills
- Quality Control
- Task Monitoring
- Information Updates
- Google Suite
- Microsoft Office Suite
- SaaS Expertise
- New Process Integration
- Employee Performance Evaluation
- Issue Resolution
- Product Knowledge
- Coaching and Mentoring
- Building Relationships & Partnerships
- World Class Customer Service
- Impeccable written and verbal communication skills
Continuing Education
- Udemy.com - How to Give Feedback Without Giving Offence - Certification Course
- Udemy.com - Leadership Skills for Call Centers - Certification Course
- Udemy.com - Virtual: Remote Team Management & Leadership - Certification Course
- Udemy.com - How to Give Feedback to Poor Performing or Difficult People - Certification Course
Timeline
Support Team Lead
Propelus
01.2018 - Current
Red Carpet Customer Service Team Lead
Hamburg Süd
07.2017 - 01.2018
Customer Service Representative
Hamburg Süd
10.2016 - 07.2017
Independent Contractor
Uber And Lyft
08.2015 - 10.2016
Associate of Arts - Liberal Arts And General Studies
Pasco-Hernando State College
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