Donnie Pharr
Cleveland,TX
Summary
Dynamic Customer Service Manager with a proven track record at DHL Supply Chain, excelling in problem-solving and staff training. Enhanced customer satisfaction by reducing complaints through proactive solutions and effective team management. Skilled in leveraging data analytics to drive improvements while fostering a collaborative work environment.
Professional with experience in customer service leadership, prepared for this role. Skilled in team collaboration, conflict resolution, and driving performance improvement. Strong focus on achieving results and adapting to changing needs. Known for reliability, communication skills, and fostering positive team environment.
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
26
26
years of professional experience
Work History
Customer Service Manager
DHL Supply Chain
01.1995 - 01.2021
- 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.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Education
High School Diploma -
Ross S. Sterling High School
Baytown, TXSkills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Positive and constructive feedback
- Staff training
- Product knowledge
- Training and coaching
- Shipping, receiving, and warehousing
- Staffing coordination
Timeline
Customer Service Manager
DHL Supply Chain
01.1995 - 01.2021
High School Diploma -
Ross S. Sterling High School
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