Gina LeCount
Rancho Cucamonga,CA
Summary
Experienced Customer Service Supervisor bringing 6 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
15
15
years of professional experience
Work History
Customer Service Supervisor
Spectrum
2018.11 - Current
- Leads a team of 15 customer service representatives, providing guidance, training, and performance evaluations to ensure high standards of service
- Developed and executed customer service strategies that increased customer satisfaction scores by 15%
- Monitored and analyzed performance metrics to identify areas for improvement and implemented targeted training programs
- Resolved escalated customer issues, achieving a 95% resolution rate within the first contact
- Assisted in training new hires, reducing onboarding time by 20%
- Conducted regular team meetings to share best practices and improve service delivery
- Collaborated with other departments to resolve complex customer issues, resulting in a 10% increase in first-call resolution.
Customer Service Representative
Spectrum
2016.07 - 2018.10
- Managed customer inquiries and complaints, ensuring prompt and effective resolution
- Maintained detailed records of customer interactions
- Assisted in troubleshooting internet equipment
- Exceeded performance targets, achieving a 98% customer satisfaction rating
- Assisted in the development of new processes to streamline operations and improve service delivery.
Customer Service Representative
Southern California Edison
2009.05 - 2015.07
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Provided exceptional customer service through phone, handling up to 100 inquiries per day
- Provided expertise solutions and advice on electric utility service
- Exceeded performance targets, achieving a 98% customer satisfaction rating while on a pilot team
- Educated customers on products and services relevant to their needs while meeting performance-based goals/metrics.
Education
Diploma -
Monrovia High School
Monrovia, CA06.2000
Skills
- Team Leadership & Development
- Performance Metrics & Analysis
- Conflict Resolution
- Process Improvement
- Training & Development
- Communication Skills
- Office Suite: Microsoft Office (Word, Excel, PowerPoint)
- Data Analysis Tools: Tableau, Google Analytics
- Communication Tools: Webex, Zoom, Microsoft Teams
References
Available upon request.
Timeline
Customer Service Supervisor
Spectrum
2018.11 - Current
Customer Service Representative
Spectrum
2016.07 - 2018.10
Customer Service Representative
Southern California Edison
2009.05 - 2015.07
Diploma -
Monrovia High School