Gretchen Mock
DFW,TX
Summary
Dedicated and customer experience Customer Service Manager with over 10 years of experience leading dynamic teams to deliver unparalleled customer experiences. Proven track record of implementing effective strategies to enhance customer satisfaction and optimize operational efficiency. Adept at driving positive change through process improvements, team development, and successful vendor negotiations. Skilled in overseeing end-to-end customer experience operations, cultivating vendor relationships, and implementing system changes to elevate service standards. Committed to fostering a customer-centric culture that consistently meets and exceeds performance goals.
Overview
11
11
years of professional experience
Work History
Customer Service Manager
Solo Stove
DFW, TX
12.2020 - Current
- Lead and managed a multinational team of 50+ customer service representatives to achieve and exceed performance targets
- Championed a culture of internal growth and development with promotions from frontline roles to leadership positions within the customer service team
- Implemented robust training programs to enhance team members’ communication and problem-solving skills
- Streamlined customer service processes, improving efficiency
- Negotiated vendor contracts and agreements
- Implemented system changes to enhance customer service capabilities and improve efficiency.
- Managed budgets allocated for specific projects or initiatives within the community support team.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly, including collaborating with departments across the organization to ensure an enhanced customer experience as a whole
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
Leadership Development Director
Chick-Fil-A
10.2013 - 02.2020
- Responsible for training & leading a team of over 80 employees
- Lead team to highest customer service score increase in the Southwest Region
- Generated over one million dollars in revenue per year
- Implemented systems for more efficient front of house operations
- Maintains schedules, tracks inventory, & creates purchase orders.
Owner & Founder
La Gringa Y El Mexicano
- Solely responsible for founding cleaning business, serving Chick-Fil-As
- Coordinates hiring, scheduling, & payroll of employees
- Handles all client interaction & acquisition of new clients.
Education
Bachelor of Arts - Medieval & Renaissance History and Literature
University of Nebraska
08.2013
Skills
- Project Management
- Schedule Coordination
- Quality Assurance
- Talent Development
- Customer-focused
- CRM Software Implementations
- Zendesk, Gladly, Gorgias, TalkDesk
Timeline
Customer Service Manager
Solo Stove
12.2020 - Current
Leadership Development Director
Chick-Fil-A
10.2013 - 02.2020
Owner & Founder
La Gringa Y El Mexicano
Bachelor of Arts - Medieval & Renaissance History and Literature
University of Nebraska
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