Evelyn Mosley
Nashville,TN
Summary
Accomplished Customer Support Supervisor with a proven track record at Amazon, enhancing team performance and customer satisfaction through effective training, coaching, and process optimization. Skilled in escalation handling and staff motivation, I streamlined support processes, significantly improving efficiency and response times without compromising care quality. Diligent with experience managing phone, online and consultative communications with customers. Outgoing with experience overseeing multiple tasks and managing employees successfully. Hardworking professional committed to providing outstanding customer service and assistance.
Overview
16
16
years of professional experience
Work History
Customer Support Supervisor
Amazon
02.2020 - Current
- Enhanced team performance by conducting regular training sessions and offering constructive feedback.
- Analyzed customer feedback to identify areas for improvement.
- Streamlined support processes for increased efficiency and reduced response times.
- Collaborated with other departments on initiatives aimed at enhancing overall customer experience across all touchpoints within the company.
- Evaluated agent performance through quality assurance monitoring, identifying areas for improvement and providing targeted coaching as needed.
- Monitored employees' productivity, accuracy and adherence to defined processes by using dashboards and other reporting tools to enable proactive action on delays compromising customer care.
Customer Care Representative
Macy's
05.2008 - 02.2019
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Maintained and managed customer files and databases.
- Communicated with clients regarding account services, statements, and balances.
Education
High School Diploma -
HAYNES HIGH SCHOOL
Nashville, TNSkills
- Escalation Handling
- Training and coaching
- Staff Motivation
- Service Level Management
- Task organization
- Feedback Delivery
- Customer Education
Timeline
Customer Support Supervisor
Amazon
02.2020 - Current
Customer Care Representative
Macy's
05.2008 - 02.2019
High School Diploma -
HAYNES HIGH SCHOOL
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