Debra Wood
Customer Relationship Manager
Thornton,CO
Summary
Proven track record in enhancing customer satisfaction and loyalty at TruTech / Critter Control, leveraging expertise in CRM software and exceptional relationship-building skills. Spearheaded cross-functional projects and implemented continuous improvement strategies, significantly improving service delivery and team collaboration. Demonstrates strong problem-solving abilities and a commitment to excellence in customer relations.
Overview
19
19
years of professional experience
Work History
Regions Customer Relationship Specialist
TruTech / Critter Control
2023.04 - 2023.08
- Worked cross-functionally with various members of internal technical teams.
- Implemented proactive outreach strategies to strengthen relationships with key clients, resulting in increased loyalty and repeat business.
- Developed strong customer relationships through exceptional communication skills and empathy.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer service and provided answers to client questions within set standards.
- Worked with multiple screens and programs to resolve customer issues.
- Interpreted contracts and communicated terms and conditions.
Call Center Specialist
TruTech / Critter Control
2021.04 - 2023.04
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries.
- Recommended products to customers, thoroughly explaining details.
- Responded to customer requests for products, services, and company information.
- Assisted customers by answering questions and responding to inquiries.
- Developed comprehensive knowledge of company products and services to provide expert assistance to customers.
- Maintained accurate records of all customer interactions, fostering data-driven improvements in service quality and efficiency.
- Handled sensitive information with discretion, adhering strictly to privacy regulations and company policies.
Dispatcher
First Transit
2020.03 - 2020.08
- Directed dispatching, routing, and tracking of 20 or more fleet vehicles.
- Oversaw route and condition of field units to manage daily schedule and maintain organized shifts.
- Processed invoices and payments for dispatched orders to provide proof of transaction.
- Answered phone calls and responded to customer emails.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Maintained updated and detailed records of calls in physical and electronic database.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.5
Executive Escalation Manager
Avaya
2004.08 - 2013.01
- Maximized performance by monitoring daily activities and mentoring team members.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
- Defined clear targets and objectives and communicated to other team members.
- I worked as part of European Team (EMEA), starting my day at 2 a.m.
- Led daily meetings with executives both internal and customer, giving updates on customer issues and when they would be resolved.
Education
Bachelor of Science - Business Administration And Management
University of Phoenix
Remote 2024.01 - 2024.05
Skills
Gardening
I enjoy working in my flower beds to make my back yard pretty. I enjoy sitting on my deck watching and listening to the birds. I have five bird house and one large feeder, they keep coming back each season knowing I am serving them their meals. It's a great place to entertain my guests.
Volunteers with Volunteers of America for Vet's fund rasising.
We conducted an auction with items that were given to VOA to assist with Veterans who needed shelter, food or other services.
I worked as a summer councilor for youth at Risk. This was very eye opening seeing how these young people could change with police officers and other adults. We did games, education and plays during this two week camp.
I delivered Meals on Wheels for the Christmas holidays, giving the people who normally delivery time to be with their families.
Timeline
Bachelor of Science - Business Administration And Management
University of Phoenix
2024.01 - 2024.05
Regions Customer Relationship Specialist
TruTech / Critter Control
2023.04 - 2023.08
Call Center Specialist
TruTech / Critter Control
2021.04 - 2023.04
Dispatcher
First Transit
2020.03 - 2020.08
Executive Escalation Manager
Avaya
2004.08 - 2013.01
Similar Profiles
Justin HansenJustin Hansen
Technician at Critter ControlTechnician at Critter Control
Matt SanchezMatt Sanchez
Technician at Critter ControlTechnician at Critter Control
Chip AckerChip Acker
Wildlife Service Technician at Critter ControlWildlife Service Technician at Critter Control