Eric E. Sutherland
Montclair,NJ
Summary
Experienced Customer Support Coordinator bringing 10 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
15
15
years of professional experience
Work History
Customer Support Coordinator
The Arc Of Essex County
08.2014 - Current
- Managed high-volume caseloads, ensuring timely completion of tasks and effective communication with clients.
- Collaborated with interdisciplinary teams to provide comprehensive support services for clients, improving outcomes across multiple domains.
- Maintained detailed documentation of client interactions and progress toward goals, providing clear record of care provided.
- Worked with other departmental staff to answer questions and resolve problems.
- Managed high-volume inbound calls, providing exceptional service to customers in need of assistance.
- Established positive relationships with clients through proactive communication and attentive listening skills.
- Reduced escalations by effectively addressing concerns at first point of contact whenever possible.
Community Outreach Coordinator
The Arc Of Essex County
07.2009 - 08.2014
- Served as liaison between organization and key stakeholders, fostering trust through open communication and transparent decision-making processes.
- Advocated for underrepresented populations within community, ensuring their voices were heard when shaping organizational policies or planning new programs.
- Strengthened relationships with community partners through regular communication and collaboration on joint initiatives.
- Documented and analyzed performance of different programs in order to make proactive decisions about services.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled customer inquiries and suggestions courteously and professionally.
Education
High School Diploma -
Clifford J. Scott
East Orange, NJ06.2000
Skills
- Community resource management
- Needs Assessment
- Resource Mobilization
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Complaint Handling
- Customer Relations
- Reporting and analysis
- Live chat support
Timeline
Customer Support Coordinator
The Arc Of Essex County
08.2014 - Current
Community Outreach Coordinator
The Arc Of Essex County
07.2009 - 08.2014
High School Diploma -
Clifford J. Scott
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