Demetria Cross
Sherrills Ford,NC
Summary
Proven leader in service support and customer satisfaction, enhancing efficiency and retention at Liv Unltd by streamlining processes and fostering team collaboration. Skilled in problem-solving and staff training, I significantly improved response times and service quality, demonstrating a commitment to excellence and a results-driven approach. 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
20
20
years of professional experience
Work History
Service Support Manager
Liv Unltd
02.2019 - Current
- Managed budgetary allocation within the department by identifying cost-saving opportunities without compromising on service quality.
- Introduced regular team meetings focused on continuous improvement initiatives, fostering a culture of collaboration and innovation among staff members.
- Enhanced customer satisfaction by streamlining service support processes and implementing effective communication strategies.
- Reduced response time for customer inquiries by developing efficient ticketing systems and improving workflow management.
- Developed a comprehensive knowledge base for common customer issues, enabling faster issue resolution times and overall efficiency improvements.
- Managed cross-functional teams to ensure timely resolution of customer issues, resulting in improved customer retention rates.
- Monitored employee and customer interactions to assess quality of service.
- Coached employees through day-to-day work and complex problems.
Emergency Call Center Operator
City Of Austin Police Department
05.2004 - 12.2017
- Demonstrated resilience in high-stress situations, consistently maintaining a calm demeanor and professional tone when assisting challenging customers.
- Enhanced customer satisfaction by efficiently handling high call volumes and promptly addressing inquiries.
- Adapted communication style when necessary to accommodate diverse callers, ensuring understanding and clarity during conversations.
- Keeping officer safety as a top priority on every call
- Train and elevate new employees
PBX Operator
Sparks Regional Medical Center
06.2013 - 05.2017
- Maintained a high level of professionalism while assisting callers in various situations, including emergencies and complaints.
- Trained and mentored new PBX operations employees.
- Enhanced communication between departments by promptly transferring calls and providing accurate information.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Ensured the timely resolution of any technical issues with PBX systems by collaborating with IT support staff and vendors.
- Streamlined call processing time with the effective usage of PBX software and hardware systems.
Education
Bachelor of Business Administration - Business Administration And Management
Westark Community College/University Of Arkansas
Fort Smith, AR05.1998
Skills
- Teamwork and Collaboration
- Problem-Solving
- Customer service expertise
- Office Administration
- Training and mentoring
- Customer service understanding
- Work Planning and Prioritization
- Staff Management
- Staff Training
- Corrective Actions
- HR collaboration
- Quality Assurance
- Policy Enforcement
- Support Services
- Client Retention
- Retention Strategies
- Multitasking Abilities
- Excellent Communication
- Customer Service Management
- Written Communication
- Staff hiring
Timeline
Service Support Manager
Liv Unltd
02.2019 - Current
PBX Operator
Sparks Regional Medical Center
06.2013 - 05.2017
Emergency Call Center Operator
City Of Austin Police Department
05.2004 - 12.2017
Bachelor of Business Administration - Business Administration And Management
Westark Community College/University Of Arkansas
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