ELIZABETH FLEMING
Summary
Customer service professional with strong focus on team collaboration and achieving results. Demonstrates effective communication, problem-solving, and conflict resolution skills. Adaptable and reliable with proven track record of leading teams through changing needs and challenges. Recognized for fostering supportive and productive work environment.
Overview
8
8
years of professional experience
Work History
Customer Service Representative Team Lead
Wayfair
01.2022 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- 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.
- Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
- Improved overall call center performance with effective coaching and feedback to team members.
- Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
Customer Service Supervisor
Kepro
08.2020 - 10.2022
- Cross trained in multiple departments to know all company needs and train new employees
- Analyzed and updated all necessary changes to Salesforce software
- Processed customer service requests via phone support and email support
- Customized CRM using the most up-to-date tools (i.e., workflows, triggers)
- Noted customer correspondence in CRM to track requests, problems and solutions
- Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services
- Audited internal data and processes to identify and manage initiatives, improving business performance
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
Data Entry/Account Administrative Representative
Robert Half
07.2019 - 08.2020
- Performed administrative tasks and assisted in executing business solutions
- Successfully entered data into company database and validated the accuracy of valuable company information
- Used and analyzed data from automated information aggregators to update the database
- Generated data reports, enter company findings into the database and perform backups
- Supported data entry across departments as requested, switching promptly to new projects
- Reduced errors in financial reporting by diligently reviewing account reconciliations and discrepancies before submission to management.
- Coordinated cross-departmental activities to ensure seamless delivery of services to clients.
Customer Services Representative
Patriot Growth Insurance Services
01.2017 - 06.2019
- Assisted staff with resolving complex customer issues and implementing targeted solutions
- Cross trained in multiple departments to process customer service requests via phone support, email support or live chat when needed
- Documented customer correspondence in CRM to track requests, problems and solutions
- Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services
- Guided customers through troubleshooting, navigating the company website/mobile app or using the products or service using digital tools
- Assisted customers by providing confirmations, answering questions and offering general information
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Associates Degree - Alcohol And Drug Addiction Studies
Glendale Community College
06-2026
Skills
- Efficient and Detail-Oriented
- Technical Support
- Medical Insurance Rep
- Supervisory Experience
- Sales
- Email Support
- Salesforce
- Zendesk
- Understanding Customer Needs
- Strong Verbal and Written Communication Skills
- Creative Problem Solving
- Call Documentation
- Order and Refund Processing
- Data Entry
- CRM Software
- LiveChat Support
- Microsoft Office
- Billing
- Strong Time Management
- Multi-Tasking and Excellent Prioritization
- Team management
- Call center experience
- Complaint handling
Timeline
Customer Service Representative Team Lead
Wayfair
01.2022 - Current
Customer Service Supervisor
Kepro
08.2020 - 10.2022
Data Entry/Account Administrative Representative
Robert Half
07.2019 - 08.2020
Customer Services Representative
Patriot Growth Insurance Services
01.2017 - 06.2019
Associates Degree - Alcohol And Drug Addiction Studies
Glendale Community College