Summary
Overview
Work History
Education
Skills
Timeline
Generic

Elizabeth Luce

Winter Springs,FL

Summary

At Jueneeseglobal, as Supervisor of Customer Care, I led initiatives that significantly enhanced customer satisfaction and streamlined operations, showcasing my strengths in cross-functional collaboration and problem-solving. My leadership not only improved team efficiency by fostering a positive work environment but also increased first-call resolution rates, underlining my expertise in escalation management and staff development.

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty. Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals. As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.

Overview

15
15
years of professional experience

Work History

Supervisor of Customer Care

Jueneeseglobal
04.2009 - 12.2023
  • Spearheaded continuous improvement initiatives aimed at enhancing overall customer experience.
  • Championed employee development opportunities by identifying skill gaps and recommending relevant training courses.
  • Boosted team morale and motivation by recognizing individual achievements and fostering a positive work environment.
  • Managed escalated calls professionally, resolving customer concerns in a timely manner while maintaining excellent rapport.
  • Introduced innovative strategies for streamlining workflows, reducing average handle time without sacrificing quality.
  • Streamlined call center operations for increased efficiency and productivity.
  • Enhanced customer satisfaction by resolving complex issues and providing exceptional service.
  • Maintained a strong working knowledge of industry best practices, incorporating them into team processes where appropriate.
  • Increased first-call resolution rate through effective coaching and mentoring of team members.
  • Collaborated with cross-functional teams to develop solutions for recurring customer complaints.
  • Conducted regular performance reviews, identifying areas of improvement and initiating corrective action plans as necessary.
  • Coordinated with other departments to address interdepartmental issues impacting customer care outcomes.
  • Facilitated open communication channels within the team, promoting idea sharing and problem-solving discussions.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Managed department call volume of calls per day and coordinated department schedules to maximize coverage during peak hours.
  • Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.

Education

Associate of Arts - Business

SCC
Sanford
06.1998

Skills

  • Performance Improvement
  • Staff Oversight
  • Training and mentoring
  • Delegation and Supervision
  • Cross-Functional Collaboration
  • Data Tracking
  • Escalation management
  • Research and due diligence
  • Account Updates
  • Teamwork and Collaboration
  • Multitasking and Prioritizing
  • Problem-Solving
  • Time Management

Timeline

Supervisor of Customer Care

Jueneeseglobal
04.2009 - 12.2023

Associate of Arts - Business

SCC
Elizabeth Luce