Summary
Overview
Work History
Skills
Certification
Timeline
AssistantManager

Erin James

Amesbury,MA

Summary

Seasoned Customer Service Supervisor with unmatched customer service record and successful strategic development. Develops strong working relationships with teams to boost performance and meet objectives.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Customer Service Supervisor/DSR

NextGen Aire
02.2021 - 01.2024
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Enhanced team productivity through regular coaching, feedback, and performance evaluations.
  • Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Implemented effective scheduling strategies to optimize staff coverage during peak hours and minimize wait times for customers.
  • Leveraged analytical skills to review customer feedback data, identifying areas requiring attention or process improvements.
  • Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
  • Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
  • Enhanced dispatch efficiency by streamlining communication processes and implementing a new routing system.
  • Improved customer satisfaction rates with timely and accurate dispatching of service calls and installations.
  • Strengthened company's business by implementing new marketing plans.

Office Manager

Precision Pool
03.2019 - 01.2021
  • Streamlined office operations by implementing efficient filing systems and organizational strategies.
  • Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
  • Reduced costs with meticulous budget monitoring and expense tracking for essential supplies and equipment.
  • Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
  • Implemented effective scheduling strategies to optimize staff coverage during peak hours and minimize wait times for customers.

Supervisor

Coastal Home Cleaning
08.2015 - 03.2019
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Improved overall cleanliness and sanitation standards by implementing effective cleaning procedures and protocols.
  • Trained and supervised staff members for optimal performance in daily cleaning tasks, resulting in increased efficiency.
  • Developed customized cleaning schedules tailored to client needs, ensuring timely completion and customer satisfaction.
  • Managed inventory of cleaning supplies and equipment, reducing waste and controlling costs through proper allocation.
  • Evaluated employee performance regularly, providing constructive feedback and opportunities for professional growth.

Skills

  • Team Development
  • Workflow Management
  • Problem-Solving
  • Call Center Operations

Certification

Dispatch Training Certified

Timeline

Customer Service Supervisor/DSR

NextGen Aire
02.2021 - 01.2024

Office Manager

Precision Pool
03.2019 - 01.2021

Supervisor

Coastal Home Cleaning
08.2015 - 03.2019

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Erin James