Deena Lavine
Murphy,NC
Summary
Dynamic Customer Service Manager with a proven track record at Tri-State Life Safety and Electrical Engineering, enhancing client satisfaction through effective problem-solving and training initiatives. Skilled in Microsoft Office, I fostered a culture of continuous improvement, reducing complaints and increasing team productivity while building strong client relationships.
Overview
4
4
years of professional experience
Work History
Customer Service Manager
Tri-State Life Safety and Electrical Engineering
01.2022 - Current
- Led customer service team to enhance response times and improve client satisfaction.
- Developed training programs for staff to elevate service standards and operational efficiency.
- Implemented feedback mechanisms to capture customer insights and drive service improvements.
- Collaborated with cross-functional teams to resolve complex customer issues effectively and promptly.
- Mentored junior staff, fostering a culture of continuous improvement and professional development.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Education
Associate of Applied Science -
Tri County Community College
Murphy, NC06.1994
Skills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
Timeline
Customer Service Manager
Tri-State Life Safety and Electrical Engineering
01.2022 - Current
Associate of Applied Science -
Tri County Community College