Elizabeth Morgan
Adairsville,GA
Summary
As an ambitious leader, possess articulate communication skills and a strong ability to inspire and guide teams towards achieving outstanding results. Expertise lies in maintaining high levels of customer satisfaction through proactive support and innovative problem-solving. Proven track record of success, adept at fostering a collaborative work environment that encourages productivity and drives organizational growth.
Overview
23
23
years of professional experience
Work History
Product Support Manager
UKG
07.2020 - 07.2024
- Managed a team of product support personnel, providing guidance and direction to ensure optimal performance
- Developed comprehensive training plans for product support staff members to enhance their knowledge base
- Provided technical expertise on product features, functions, configurations, and compatibility issues
- Implemented strategies designed to reduce response time for customer inquiries without sacrificing accuracy or quality of service provided
- Established key performance indicators for measuring the effectiveness of the product support team's work
- Spearheaded new support initiatives to improve metrics and customer satisfaction throughout Customer Success
- Communicated with customers and stakeholders to ensure escalated issues were properly resolved to their satisfaction
- Guided daily operations for support teams including analyzing metrics, staffing shifts, meetings, training, etc
- Managed and facilitated satisfactory resolutions to customer's service issues by reacting with a sense of urgency, formulating appropriate action plans, and utilizing resources effectively
- Built and maintained relationships with members of my team to help them grow and achieve their career goals
- Determined obstacles and barriers team members encountered daily and how we could overcome them to provide an excellent customer experience and ensure they were successful in their role
Team Lead, Customer Success
UKG
09.2017 - 06.2020
- Collaborated with other managers regularly to evaluate current processes and determine creative ways we could drive the success of the organization
- Monitored call center metrics to ensure quality assurance standards were met or exceeded
- Successfully developed and implemented customer service initiatives resulting in improved customer satisfaction ratings
- Conducted regular meetings with product support staff members to review progress towards goals set forth by management
- Participated in the interview and hiring process as well as an on-call rotation
- Maintained up-to-date knowledge of industry trends and competitor offerings
- Acted as a liaison between customers and other departments within the organization when needed
- Supervised the daily work of staff to ensure work prioritization and quality
- Communicated work goals and deadlines to employees to increase productivity and meet project benchmarks
- Advised team members on ways to build customer relationships and provide an outstanding customer experience
- Trained staff on product knowledge to ensure customers received accurate information, displaying excellent instructional abilities
- Developed and cultivated relationships with members of multiple departments across the organization
- Led and actively participated in interviews of prospective team members
- Monitored daily operations, utilizing organizational and problem-solving skills to identify areas for improvement
- Enforced company policies while providing guidance and support as needed, revealing sound judgment and decision-making ability
- Resolved problems and escalated high-level issues to supervisor within established timeframes
- Resolved escalated customer issues with tact and diplomacy, highlighting conflict resolution expertise
Account Manager II
UKG
04.2016 - 08.2017
- Managed a portfolio of accounts by providing timely support and guidance
- Cultivated strong client relationships through proactive communication and problem-solving
- Resolved complex customer issues in a timely manner while maintaining positive relationships with clients
- Maintained accurate records of all client interactions in CRM system
- Proactively determined future needs of customers and educated them on other modules and products that may be beneficial to their organization
- Collaborated with cross-functional teams such as marketing, sales, operations and finance to meet customer needs
- Mentored and trained new account managers and held monthly feedback sessions
- Implemented account management processes to ensure delivery of quality service standards
- Guided customers through the service request process
- Addressed customer escalations and actively participated throughout the process to ensure the issue was resolved properly
- Organized meetings between clients and internal departments as needed
- Provided training on products and services to clients in order to increase usage
Operations Manager
TitleMax
04.2013 - 05.2014
- Handled all incoming critical and non-critical technical support calls
- Leveraged strong communication skills to build relationships with clients
- Developed specialized skills in customer service and client relations
- Coordinated with cross-functional teams on projects and initiatives
- Utilized problem solving techniques to resolve conflicts between departments
- Mentored and trained new team members
- Analyzed technical issues and performed troubleshooting processes to determine the best resolution for the customer
- Managed workflow processes, ensuring deadlines were met within budget constraints
- Acted as the stand-in Team Lead during current Team Leads absences
- Implemented strategies to improve performance, accuracy, and quality
Office Manager
GTS
08.2010 - 03.2013
- Supervised and scheduled team members
- Managed day to day operations for the location
- Reconciled customer accounts
- Initiated and processed repossession orders
- Negotiated and processed dealer and auction bids on vehicles currently in inventory
- Performed employee reviews
- Completed vehicle appraisals and inspections
- Processed, documented and reconciled all in-store accounts payables and receivables transactions
- Walked customers through the loan application and approval process
- Trained all new staff members
- Created and distributed marketing materials
- Completed routine title audits
- Responsible for approving or denying all loan applications
- Assisted in sales initiatives
- Answered phones
- Scheduled service calls
- Dispatched technicians
- Responsible for accounts payables and receivables
- Responded to customer service requests
- Processed the company's payroll
- Created and designed my website
- Responsible for marketing my company/website utilizing several different avenues
Owner
Morgan Magazines
06.2007 - 07.2010
- Developed relationships with distributors and wholesalers
- Sold and processed subscriptions to customers
- By the end of our 2nd year, we were averaging over $235,000 in yearly sales
- Interviewed and hired all sub-contractors
- Processed payments and subscription orders
- Handled all bookkeeping
- Maintained and updated website design, images, prices, and sales
- Supervised and assisted staff
- Assisted customers
- Responsible for countdown of drawers and safe and daily bank deposits
- Created the weekly schedule for all employees
- Approved time and payroll
- Reconciled accounts payable and receivables
- Investigated customer credit card chargebacks
- Placed all orders for store inventory
- Performed store audits
- Trained and mentored new employees
Operations Manager
Pilot Travel Centers, Inc.
03.2001 - 12.2007
- Developed relationships with distributors and wholesalers
- Sold and processed subscriptions to customers
- By the end of our 2nd year, we were averaging over $235,000 in yearly sales
- Interviewed and hired all sub-contractors
- Processed payments and subscription orders
- Handled all bookkeeping
- Maintained and updated website design, images, prices, and sales
- Supervised and assisted staff
- Assisted customers
- Responsible for countdown of drawers and safe and daily bank deposits
- Created the weekly schedule for all employees
- Approved time and payroll
- Reconciled accounts payable and receivables
- Investigated customer credit card chargebacks
- Placed all orders for store inventory
- Performed store audits
- Trained and mentored new employees
Education
Bachelor Of Business Administration -
Georgia Highlands College
Cartersville, GaSkills
- Team leadership
- Performance metrics analysis
- Project management
- Problem-solving
- Training and coaching
- Call center management
- CRM software expertise
- MS office proficiency
- HCM software expertise
- Workforce analytics
- Customer feedback analysis
- Escalation management
- Teamwork and collaboration
Timeline
Product Support Manager
UKG
07.2020 - 07.2024
Team Lead, Customer Success
UKG
09.2017 - 06.2020
Account Manager II
UKG
04.2016 - 08.2017
Operations Manager
TitleMax
04.2013 - 05.2014
Office Manager
GTS
08.2010 - 03.2013
Owner
Morgan Magazines
06.2007 - 07.2010
Operations Manager
Pilot Travel Centers, Inc.
03.2001 - 12.2007
Bachelor Of Business Administration -
Georgia Highlands College
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