Donna Hollie

Manager Customer Service

Dependable & Reliable Transportation Inc

08.2008 - Current

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.
Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
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.
Researched and corrected customer concerns to promote company loyalty.
Increased team productivity by providing ongoing training and support to customer service representatives.
Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
Kept accurate records to document customer service actions and discussions.
Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
Created and reviewed invoices to confirm accuracy.
Boosted customer retention rates through personalized follow-up strategies.
Improved service delivery consistency by monitoring and adjusting workflows.
Reduced customer complaints by proactively identifying and addressing common issues.
Improved team morale by establishing recognition program for exceptional customer service.