Dexter Hollaway
Alpharetta,GA
Summary
Hardworking Customer Service Representative Supervisor maintains and enhances customer service by delivering systems and procedures and supervising staff. Communicative and responsible team leader builds productive and positive relationships with employees and customers to improve retention and loyalty. Consistently promotes company values and culture through all interactions.
Overview
35
35
years of professional experience
Work History
Customer Service Representative Team Lead
Iron Mountain Records Management
03.2023 - Current
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
- Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
- Assisted in recruiting new hires for the customer service department, conducting interviews and making hiring recommendations.
- Improved overall call center performance with effective coaching and feedback to team members.
- Achieved consistently high-performance ratings from both customers and management through diligent monitoring and coaching efforts.
- Reduced average handle time by providing ongoing coaching on efficient call handling techniques.
- Led weekly team meetings to discuss performance goals, share best practices, and maintain open communication among team members.
- Streamlined team efficiency by implementing new procedures for handling customer requests.
- Collaborated with cross-functional departments to resolve complex customer issues in a timely manner.
- Handled day-to-day customer contact via phones, faxes, and emails.
- Fostered a positive work environment that encouraged collaboration and teamwork among employees.
- Implemented quality assurance measures to monitor calls and identify areas for improvement within the team''s performance.
- Optimized scheduling processes to ensure adequate staffing levels during peak hours of operation.
- Increased first call resolution rates, reducing the need for follow-up calls and improving customer satisfaction.
- Served as a liaison between management and staff, effectively communicating updates on company policies and procedures.
- Facilitated seamless transition periods during system upgrades or changes by guiding the team through new processes effectively.
- Developed training materials to standardize processes and ensure consistent service across the team.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Supervised large teams with guidance, support and direction for high-quality customer care.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Measured and improved customer satisfaction through feedback surveys and analysis.
- Onboarded and trained customer representatives to meet performance and service goals.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Evaluated staff performance and provided feedback to improve customer service delivery.
Customer Service Representative
Office Depot Service Center
03.2000 - 10.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Processed customer service orders promptly to increase customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided primary customer support to internal and external customers.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Tracked customer service cases and updated service software with customer information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
Ship's Serviceman
United States Navy, USN
06.1989 - 10.1999
- Performed daily log updates and generated reports for supervisors.
- Performed thorough, accurate and efficient repairs and preventive maintenance.
- Performed or participated in emergency drills as required.
- Completed frequent inspections, identified concerns and corrected problems independently.
- Maintained clean, organized and safe engine rooms always ready for team and USCG inspections.
- Upheld company, port and USCG requirements to maintain optimal operations.
- Checked supply levels against expected voyage requirements and requisitioned required supplies.
- Operated or maintained off-loading liquid pumps or valves.
- Oversaw scheduled and corrective maintenance of [Type], [Type] and [Type] systems.
- Acted as liaison between ship's captain and shore personnel to maintain schedules and budgets and to operate ship safely and efficiently.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Learned and adapted quickly to new technology and software applications.
- Proved successful working within tight deadlines and a fast-paced environment.
- Developed and maintained courteous and effective working relationships.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Education
High School Diploma -
Selma High School
Selma, AL06.1989
Skills
- Team Management
- CRM software knowledge
- Call center experience
- Complaint Handling
- Team coaching
- CRM Software
- HR Support
- Staff Monitoring
- Issue Resolution
- Performance Evaluations
- Skill Development
- Inbound and outbound calls
- Data Entry
- Product Knowledge
- Continuous Improvement
- Employee Retention
- Marketing
- Relationship Building
- Complaint Investigation
- Policies and Procedures Adherence
- Process Improvement
- Administrative and Office Support
- Data Management
- Work Prioritization
- Product and service knowledge
- Customer Retention Strategies
- Brand representation
- Customer Data Confidentiality
- Report Preparation
- Document and Records Management
- Merchandise Orders and Exchanges
- Product Recommendations
- Calm and Professional Under Pressure
- Computer Skills
- Understanding Customer Needs
- Calm Under Pressure
- Problem Resolution
- Customer Relations
- Microsoft Office
- Issue and Complaint Resolution
- MS Office
- De-Escalation Techniques
- Professional telephone demeanor
- Inbound Call Management
- Order Fulfillment
- Order Processing
- Call Center Operations
- Employee Coaching
- Cross-Functional Collaboration
- Multi-Line Phone Systems
- Staff education and training
- Remote Office Availability
- LiveChat Messaging
- Recordkeeping strengths
- Conflict Mediation
- Office equipment proficiency
Timeline
Customer Service Representative Team Lead
Iron Mountain Records Management
03.2023 - Current
Customer Service Representative
Office Depot Service Center
03.2000 - 10.2023
Ship's Serviceman
United States Navy, USN
06.1989 - 10.1999
High School Diploma -
Selma High School
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