Faith Duncan
Brownwood,Tx
Summary
At U-Haul International, I consistently surpassed performance metrics by excelling in customer service and complex problem-solving. Leadership in staff training and development, coupled with a knack for fostering teamwork and collaboration, significantly enhanced service delivery and customer satisfaction. The approach not only improved first-contact resolution rates but also contributed to a positive, results-driven team environment. Insightful manager with experience directing and improving operations through effective employee motivational strategies and vigorous policy enforcement. Proficient in best practices and regulatory requirements of industry operations. I am a talented leader with an analytical approach to business planning and problem-solving.
Overview
6
6
years of professional experience
Work History
Manager, Senior Agent, SMS Cust Support, Cust Exp
U-Haul International
07.2018 - Current
- Met or exceeded performance metrics consistently by handling a high volume of calls without sacrificing quality service delivery.
- Improved first-contact resolution rates by quickly identifying the root causes of customer issues and delivering effective solutions.
- Collaborated with team members to identify common issues
- And provide consistent solutions, reducing repeat concerns.
- Managed high-stress situations calmly and professionally while maintaining excellent client rapport during difficult conversations or escalations.
- Managed high-stress situations calmly and professionally while maintaining excellent client rapport during difficult conversations or escalations.
- Provided mentoring and guidance to new team members for seamless integration into the customer support environment.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Contributed ideas and practical solutions to support process improvement efforts.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions, and implementing the best solutions..
- Broke down and evaluated user problems using test scripts, personal expertise, and probing questions.
- Scheduled meetings and managed calendar.
- Supervised day-to-day operations to meet performance, quality, and service expectations.
- Mentored team members to enhance professional development and accountability in the workplace.
- Assisted coworkers and staff members with special tasks daily.
- Managed filing system, entered data, and completed other clerical task
- Surpassed team goals by partnering with colleagues to implement best practices and protocols.
- Performed research to collect and record industry data.
- Increased office participation in special events by creating a newsletter with detailed calendars and other office updates.
Education
High School Diploma -
Early High School
Early, TX05.1992
Skills
- Customer service focus
- Delegation capabilities
- Sales and Marketing
- Staff Training and Development
- Staff Management
- Training and mentoring
- Processes and procedures
- Employee Motivation
- Complex Problem-Solving
- Customer Service
- Teamwork and Collaboration
- Goal Setting
- Professional and Courteous
- Team Leadership
- Performance Tracking and Evaluation
Timeline
Manager, Senior Agent, SMS Cust Support, Cust Exp
U-Haul International
07.2018 - Current
High School Diploma -
Early High School
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