Eveni Owens
Lakewood,WA
Summary
Dynamic and accomplished Customer Service Manager with a proven track record of driving operational excellence and enhancing customer satisfaction. Experienced in leading diverse teams and implementing strategic solutions to meet and exceed organizational goals. Skilled in customer relationship management, communication, and project management. Strong leadership, adaptability, and ability to work efficiently under pressure. Proficient in Microsoft Office and committed to delivering exceptional customer service. Adept at multitasking and thriving in team environments. Excited about the opportunity to leverage skills and experience as an Operations Manager.
Overview
14
14
years of professional experience
Work History
Customer Service Manager
Pyramid Studios LLC
01.2011 - Current
- Developed a customer service training program that improved customer service representatives' ability to handle customer inquiries
- Developed customer service scripts to ensure consistent customer service across all customer service channels
- Analyzed customer service data to identify and address customer service issues, resulting in improved customer experience
- Drafted customer service policies and procedures that standardized customer service operations and improved customer experience
- Developed and implemented a customer service policy that improved customer service and resulted in a 85% increase in customer satisfaction
- Developed and implemented a customer service survey that identified customer service issues and allowed for quick resolution of customer complaints
- Created and maintained customer service reports that provided insights into customer service performance and customer feedback
- Developed customer service scripts that improved customer service representatives' ability to handle customer inquiries
- Trained a team of customer service representatives on the latest customer service best practices, resulting in a 75% decrease in customer escalations
- Developed and implemented automated customer service systems that improved customer service and reduced customer wait times by 80%.
Education
Bachelor Of Business Administration (BBA) - Business Management
Howard University
Washington, D.C.05.2020
Skills
- Adaptability
- Computer Skills
- Customer Service
- Ability to Work Under Pressure
- Ability to Work in a Team
- Communication Skills
- Microsoft Office
- Customer Relationship Management
- Customer Success Strategies
- Customer Success Team Leadership
- Customer Experience Optimization
- Executive & Stakeholder Relations
- Strategic Planning & Execution
- Management Training Programs
- Budgeting & Forecasting
- Training & Customer Onboarding
Personal Information
Title: CUSTOMER SUCCESS MANAGER
Timeline
Customer Service Manager
Pyramid Studios LLC
01.2011 - Current
Bachelor Of Business Administration (BBA) - Business Management
Howard University
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