Eddie Anderson

Customer Service Manager

Upload Trucking LLC

01.2022 - 08.2023

Led a team of customer service representatives, providing guidance and support in resolving customer inquiries and issues
Improved customer satisfaction ratings through effective communication and problem-solving skills
Managed and updated customer databases, ensuring accurate and up-to-date information
Assisted in the development and implementation of customer service policies and procedures
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.
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.
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Collaborated with upper management to improve customer service processes and support structures company-wide.
Researched and corrected customer concerns to promote company loyalty.
Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
Increased team productivity by providing ongoing training and support to customer service representatives.
Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
Kept accurate records to document customer service actions and discussions.
Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Leveraged data and analytics to make informed decisions and drive business improvements.
Launched quality assurance practices for each phase of development
Streamlined and monitored quality programs to alleviate overdue compliance activities.
Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
Developed detailed plans based on broad guidance and direction.
Managed senior-level personnel working in marketing and sales capacities.
Controlled resources and assets for department activities to comply with industry standards and government regulations.
Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Set aggressive targets for employees to drive company success and strengthen motivation.
Successfully managed budgets and allocated resources to maximize productivity and profitability.
Identified and communicated customer needs to supply chain capacity and quality teams.
Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Established performance goals for employees and provided feedback on methods for reaching those milestones.
Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Assisted in organizing and overseeing assignments to drive operational excellence.
Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Defined clear targets and objectives and communicated to other team members.
Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Established team priorities, maintained schedules and monitored performance.
Evaluated employee performance and conveyed constructive feedback to improve skills.
Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Negotiated contracts with outside carriers to minimize costs to company and customers.
Researched and observed emerging markets and market shifts to take advantage of potential leads and new markets.
Collaborated with marketing department to launch and manage promotional activities and campaigns.
Controlled resources and utilized assets to achieve qualitative and quantitative targets.
Championed technology adoption among team members, integrating tools that aided in delivering faster results for customers without sacrificing quality.
Spearheaded initiatives aimed at reducing average call wait times, significantly improving overall client experience metrics.
Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
Addressed potential cancellations and offered catered solutions to retain accounts.
Developed and offered unique discount options to drive interest in new product lines.
Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
Cultivated a culture of continuous improvement by regularly soliciting feedback from staff members regarding areas where improvements could be made.
Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
Generated customer satisfaction surveys to analyze results into action plans.
Created and reviewed invoices to confirm accuracy.
Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.

Summary

Overview

Work History

Customer Service Manager

Customer Service Manager

Education

High School Diploma -

Skills

References

Timeline

Customer Service Manager

Customer Service Manager

High School Diploma -

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