Denise Price
Mayo,SC
Summary
Dynamic Customer Service Manager with a proven track record at Covercraft, enhancing customer satisfaction through effective problem-solving and training initiatives. Skilled in CRM and team leadership, I successfully reduced complaints and improved service quality, fostering a collaborative environment that drives accountability and operational efficiency.
Overview
2008
2008
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Covercraft
- Managed customer inquiries and resolved issues to enhance satisfaction and loyalty.
- Developed training programs for staff to improve service quality and operational efficiency.
- Implemented process improvements that streamlined workflows and reduced response times.
- Analyzed customer feedback to identify trends and inform product development initiatives.
- Led cross-functional teams in executing customer service strategies aligned with business goals.
- Established performance metrics to assess team effectiveness and drive accountability.
- Coordinated communication between departments to ensure seamless service delivery for customers.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- 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.
CNA
Magnolia Manor Nursing Home
04.2005 - 04.2007
- Assisted residents with daily living activities, ensuring comfort and safety.
- Monitored vital signs and reported changes to nursing staff promptly.
- Provided emotional support to residents, fostering a compassionate environment.
- Maintained cleanliness of patient areas, adhering to infection control protocols.
- Collaborated with multidisciplinary teams to develop personalized care plans.
- Educated residents and families on health management and care procedures.
- Trained new staff on best practices for resident care and safety standards.
- Enhanced patient satisfaction by providing compassionate and attentive care.
Quality Control Inspector
BIC Graphic
01.2002 - 04.2005
- Conducted visual inspections to ensure product quality and compliance with specifications.
- Performed routine tests on materials and finished products to identify defects.
- Documented inspection results and reported discrepancies to management for corrective action.
- Assisted in developing quality control procedures to enhance operational efficiency.
- Collaborated with production teams to address quality issues and implement solutions.
Education
General Studies
Spartanburg Community College
Spartanburg, SCHigh School Diploma -
Chesnee High School
Chesnee, SC05.1993
Skills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Customer relations
- Time management
- Training and mentoring
- Decision-making
- Excellent time management skills
- Adherence to high customer service standards
- Exceptional interpersonal communication
- Complaint resolution
- Team building and leadership
- Customer relationship management (CRM)
- Conflict resolution techniques
- Exceptional telephone etiquette
- Relationship building
- Handling escalations
- Issue resolution
- Call center management
- Account management
- Staff training
- Positive and constructive feedback
- Product knowledge
- Customer retention
- Administrative support
- Project management
- Call center operations
- Skilled trainer
- New hire training
- Employee scheduling
- Performance evaluations
- Technical support
- Training programs
Certification
Member of the Emergency Response Team
Timeline
CNA
Magnolia Manor Nursing Home
04.2005 - 04.2007
Quality Control Inspector
BIC Graphic
01.2002 - 04.2005
Customer Service Manager
Covercraft
General Studies
Spartanburg Community College
High School Diploma -
Chesnee High School