Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Hi, I’m
Florence Louissaint
Sparta,NJ
Summary
Overview
13
years of professional experience
Work History
Shockwave Medical IncSanta Clara, CA
Customer Success Manager
01.2022 - Current
Job overview
- Communicate with Shockwave customers and sales/clinical representatives over phone and email.
- Maintain and improve customer service experiences for US customers.
- Define and measure KPIs for Customer Success related processes.
- Deliver accurate and timely sales data reports to the organization upon request.
- Maintain, create, and refine Customer Success procedures, policies, and standards.
- Recruit, mentor, and develop Customer Success Associates and create a workplace environment where they can excel through encouragement and empowerment.
- Ensures complete and accurate customer data across systems.
- Work cross-functionally with the finance, sales, marketing, and operations teams as needed on projects relevant to the success of Shockwave customers.
- Drives consistency of process and experience for sales and customers.
US FoodsPerth Amboy, NJ
NER Customer Service Director / Account Manager
11.2018 - 03.2022
Job overview
- Manage, plan, and direct the daily activities of the distribution center’s National Customer Service Representatives and monitor and assess their individual performance against key performance indicators, ensuring timely, accurate responses to Account Executives or Managers and customers
- Manage all aspects of the division’s Customer Service Representatives’ function in support of National Sales, including achieving objectives and executing initiatives that ensure consistent customer service and satisfaction
- Resolve escalated issues with orders, delivery dates, service, and/or any other concerns that may arise.
- Generated ideas for improving overall customer service experience through process reengineering efforts.
- Coordinated with other departments to ensure customer orders were fulfilled in a timely manner.
- Implemented strategies that improved communication between departments, resulting in better collaboration on projects.
- Tracked performance metrics such as call volume, average wait time., using specialized software tools.
- Developed procedures to ensure customer satisfaction, including responding to inquiries and resolving problems.
Integra LifeSciences
Customer Care Supervisor
08.2015 - 01.2018
Job overview
- Ensure prompt, effective management of the order fulfillment process for their division (including but not limited to order entry, order acknowledgement, pricing verification, expediting and schedule change notification)
- Ensure management goals of order performance, budget compliance, quality, and ERP usages are met
- Monitoring random calls to improve quality, minimize errors and track operative performance
- Ensure that calls are answered by staff within agreed time scales and in an appropriate manner continually maintaining appropriate service level goals
- Utilize customer feedback to continually improve satisfaction levels
- Interact with sales personnel to ensure effective communication with customers
- Proactively work with the distribution teams to ensure order shipment meets all customer needs
- Manage staff to ensure complete customer satisfaction while keeping staff morale high
- Ensure that all personnel are trained for their individual responsibilities
- Improve customer relations by establishing close links with customers and colleagues
- Be a customer contact and customer advocate for resolving service support issues
- Provide monthly, weekly, and daily reports on order activity.
Quidsi.com a Subsidiary of Amazon
Customer Care Supervisor
05.2010 - 01.2015
Job overview
- Directly supervised 15 to 20 Customer Care Associates by providing feedback, coaching, and motivation
- Prepared and delivered 90 day and annual performance to direct reports
- Achieved and maintained daily, weekly, and monthly Customer Care service levels (90% targets); overseeing agent adherence to designated schedules to maximize agent availability and ensuring all customer inquiries are resolved in accordance with department goals (e.g., Email Handle Times, Average Wait Times, etc.)
- Resolved and diffused difficult customer interactions through the fielding escalations by providing exceptional service and problem solving
- Improved Customer Care quality and efficiency results for my team by studying, evaluating, and redesigned processes, established and communicated team metrics, monitored and analyzed results, and implemented changes as needed
- Prepared weekly metrics recaps and conducted regular monthly constructive and motivational feedback sessions with agents regarding their performance
- Ensure Customer Care Associates are continually updated with and completely understand the latest marketing, product, order processing, system revisions or changes
- Actively participated in and as required, drive the New Hire group interview group, “Gemba” walks, side-seated, planned, rewarded, and resolved conflicts
- Processed lost / damaged package claims to the appropriate shipping company
- Strived for one-call resolution of customer issues by making sure that all are answered.
Education
Keller UniversityChicago, IL
Master of Science from Human Resources Management
11.2023
University Overview
Keller University
MBA from Business Administration
04.2023
University Overview
- Fall 2021 - Honor Roll
- Fall, 2021 - Dean's List 2021
Skills
- Customer Account Management
- Client Relations
- Strategic Planning
- Research and Due Diligence
- Sales Proficiency
- Customer Relations
- Report Analysis
- Sales Management
- CRM Software
- Records Management
- Customer Retention
- Account Management
- Team Building
- Proficient in SalesForce, Oracle, ADP, Incontact, 8xx, Tandem, QAD, SAP
- Customer Needs Assessment
- Account Updates
- Customer Service
- Key accounts development
- Staff mentoring & leadership
- Inter-department collaboration
- Staff Management
Qualifications And Skills
Qualifications And Skills
- Resolute customer service professional with 20+ years of experience
- Strives to exceed customer/ employer expectations by delivering second-to-none service.
- Maintains customer centricity in all initiatives and interactions, always putting the customer first.
- Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment.
- Leads by example and ensures the expectations of every customer are satisfied.
- Additional skills include but are not limited to complaint handling and resolution, troubleshooting, problem solving, exceptional leadership skills, customer satisfaction enhancement, sales, technical/user support, staff development, PC software proficiency in various Windows OPS, SAP, Oracle, AVAYA, CMS, InContact, Five9, Interaction, Edge, Merlin, SOUS, Salesforce, Workday, Tandem, QAD, 8X8.
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Nothing in life is to be feared. It is only to be understood.
Timeline
Customer Success Manager
Shockwave Medical Inc
01.2022 - Current
NER Customer Service Director / Account Manager
US Foods
11.2018 - 03.2022
Customer Care Supervisor
Integra LifeSciences
08.2015 - 01.2018
Customer Care Supervisor
Quidsi.com a Subsidiary of Amazon
05.2010 - 01.2015
Keller University
Master of Science from Human Resources Management
Keller University
MBA from Business Administration
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