Elizabeth Tharp
Louviers,CO
Summary
Dynamic customer service leader with a proven track record at Horizon Services LLC, enhancing team performance through innovative training programs. Skilled in problem-solving and call management, I effectively resolved complex inquiries, driving customer satisfaction and operational efficiency. Committed to fostering a positive service environment while optimizing processes for improved outcomes.
Overview
21
21
years of professional experience
Work History
Lead Customer Service Representative
Horizon Services LLC
Englewood, CO
09.2013 - Current
- Supervised daily operations of customer service team, ensuring adherence to company policies and procedures.
- Developed and implemented training programs for new staff, enhancing service delivery and team performance.
- Resolved complex customer inquiries, improving satisfaction through effective problem-solving techniques.
- Analyzed customer feedback to identify trends, driving strategic improvements in service processes.
- Managed communication between drivers and customers to ensure timely updates and accurate information flow.
- Monitored fleet performance metrics, identifying areas for improvement in vehicle utilization and routing strategies.
- Directed dispatching, routing, and tracking of 10 fleet vehicles.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Oversaw route and condition of field units to manage daily schedule and maintain organized shifts.
Customer Service Representative
NutraVera Naturals
Castle Rock, CO
10.2011 - 09.2013
- Assisted customers with product inquiries and order processing to enhance satisfaction.
- Resolved customer complaints through effective communication and problem-solving techniques.
- Order fulfillment, shipping and receiving.
- Informed clients of supplements used and benefits.
Warehouse Manager
American Nutrition
Denver, CO
05.2005 - 09.2011
- Oversaw daily warehouse operations ensuring efficient inventory management and accurate order fulfillment.
- Developed and implemented safety protocols improving workplace safety standards across the facility.
- Trained and mentored staff on best practices for equipment handling and operational procedures.
- Streamlined logistics processes reducing turnaround time for shipping and receiving activities.
Education
GED -
Arapahoe Community College
Littleton, COSkills
Call management
Work prioritization
Customer support
Customer correspondence
MS office applications
Customer account management
Appointment scheduling
Appointment setting
Customer service
Problem-solving
Multitasking and organization
Positive and friendly
Administrative support
Professional telephone demeanor
MS office
Service upselling
Data entry
Multi-line phone systems
Inbound call management
Team performance
Complaint handling
Dispatching
Languages
ASL
Elementary
English
Native or Bilingual
Timeline
Lead Customer Service Representative
Horizon Services LLC
09.2013 - Current
Customer Service Representative
NutraVera Naturals
10.2011 - 09.2013
Warehouse Manager
American Nutrition
05.2005 - 09.2011
GED -
Arapahoe Community College