Evelyn Turner
Summary
Skilled customer service professional with over 10 years of successful client services, management and leadership experience. Dedicated to bettering the customer experience with reliable product education, timely assistance, helpful feedback and respectful conflict management response. Enthusiastic and personable individual who enjoys working with people and building long-lasting relationships and product loyalty. Passionate about creating organizational success and bettering brand reputation through serving customers in a truly memorable way.
Overview
13
13
years of professional experience
Work History
Customer Service Manager
Ariat
11.2020 - Current
- Manage a team of 45 customer service associates and set the precedent for established customer service policy.
- Communicate with customers who have escalated issues to determine the beneficial resolution and ensure timely follow-up to verify that complaints have been addressed and satisfied.
- Collaborate with colleagues to determine areas for improvement, review departmental performance and develop ideas for better service to customers.
- Present quarterly reports to executive management detailing the performance and success of the team, budgetary concerns and implementation of new policies.
Customer Service Team Leader
SM Holdings
09.2016 - 10.2020
- Oversaw a team of eight customer service associates and led weekly discussions to facilitate the establishment of the team and individual goals.
- Enforced organizational policies for providing customer service and ensured the understanding of changes or modifications in procedures.
- Maintained a seamless record of efficient staffing with proactive responses to employee sickness, turnover and unreliable attendance.
- Reduced the team turnover rate from 17% to nearly 4% from 2017 to 2020.
Customer Service Associate
Marshalls & HomeGoods
06.2011 - 08.2016
- Communicated with customers to ensure product understanding, answer questions and facilitate conflict resolution, improving 35% of customer satisfaction.
- Helped an average of 100 customers every day with a positive attitude and focus on customer satisfaction.
- Maintained a clean and orderly store by continuously organizing displays and proactively addressing areas that needed restructuring.
Education
MBA - Business Administration
University of California, Berkeley
Berkeley, CABachelor of Science - Communication
University of California, Berkeley
Berkeley, CASkills
- Managing operations
- Customer account management
- Complaint resolution
- Report preparation
- Microsoft Office and CRM
- Data entry and technical support
- Multiline phone etiquette
- Communication and teamwork
Conference Attendance
- Customer Response Summit, San Francisco, CA - (2022)
- CX Customer Service Summit, Virtual (2022)
- Next-Generation Customer Experience, Boston, MA - (2022)
- San Francisco Customer Service and Marketing Summit - (2021)
Professional Affiliations and Memberships
- International Customer Service Association (ICSA) - (2021)
- National Customer Service Association (NCSA) - (2019)
- North America Customer Service Management Association - (2018)
Certifications and Licenses
- Certified Customer Service Professional (CCSP) - (Updated 2021)
- Customer Service Certified (CSC) - (2019)
Profession Relevant Skills
- Accomplished communicator who understands the value of listening, thoughtful responses and objectivity.
- Confident conflict mediator with the proven ability to reach solutions that are beneficial for both customer and company.
- Enthusiastic leader with a personable and trustworthy character to motivate fellow colleagues and team members.
- Willing to learn about new products and committed to providing product information in a way that is honest, tactful and memorable.
- Strong organizational skills with the ability to multitask to ensure deadlines are met and customers are treated in line with required policies and procedures.
Languages
English
Native or Bilingual
Spanish
Professional Working
Hobbies and Interests
- I enjoy participating in the instruction of a lecture series at the University of California, Berkeley, where I discuss the connection between customer service and organizational productivity. I am passionate about classical ballet and poetry. I look forward to baking and spending time with my family.
Timeline
Customer Service Manager
Ariat
11.2020 - Current
Customer Service Team Leader
SM Holdings
09.2016 - 10.2020
Customer Service Associate
Marshalls & HomeGoods
06.2011 - 08.2016
MBA - Business Administration
University of California, Berkeley
Bachelor of Science - Communication
University of California, Berkeley