Erika Ferrara
Tallahassee
Summary
Dynamic Customer Service Manager with over 15 years of experience in driving service improvement strategies and employee coaching. Skilled in complaint resolution, staff performance monitoring, and effective communication, consistently enhancing customer satisfaction and team performance.
Overview
15
15
years of professional experience
Work History
Customer Service Manager
Publix
Tallahassee
02.2011 - Current
- Managed customer inquiries and resolved complaints effectively and efficiently.
- Provided exceptional customer service to ensure customer satisfaction.
- Supervised customer service team to enhance service standards and satisfaction.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
Education
Bachelor of Science - Business Administration
Southern New Hampshire University
Hooksett, NH05-2024
Skills
- Customer relations
- Complaint resolution
- Service improvement
- Performance monitoring
- Training delivery
- Training and mentoring
- Employee coaching
- Scheduling coordination
- Decision making
- Effective communication
- Customer focused
Languages
English
Professional
Spanish
Professional
Timeline
Customer Service Manager
Publix
02.2011 - Current
Bachelor of Science - Business Administration
Southern New Hampshire University