Dina reijers
Estero
Summary
Dynamic Customer Service Manager with a proven track record at Magnetic Ticket and Label, excelling in policy development and data analysis. Enhanced customer satisfaction through effective quality assurance and staff training, driving performance improvements. Recognized for resolving complex issues and implementing innovative solutions that elevated service standards.
Overview
26
26
years of professional experience
Work History
Customer Service Manager
Magnetic Ticket and Label
Belleville
03.1999 - 06.2025
- Developed policies and procedures related to customer service operations.
- Provided exceptional customer service to ensure customer satisfaction.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Assisted in developing an effective system for tracking client requests from initial contact through resolution.
- Monitored staff performance to ensure adherence to customer service standards.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
- Drafted scripts for agents handling incoming calls so that they can respond accurately and effectively.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
Education
Some College (No Degree) - Business
Montclair State University
Montclair, NJSkills
- Customer service
- Policy development
- Data analysis
- Quality assurance
- Staff training
- Performance management
Timeline
Customer Service Manager
Magnetic Ticket and Label
03.1999 - 06.2025
Some College (No Degree) - Business
Montclair State University
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