Gwen Lambert
Customer Service
Hillsboro,OH
Summary
Energetic professional with 30 years of PMCE customer service experience, 18 years leadership experience, multi-tasking in high-volume, fast-paced, and evolving environments with excellent communication skills with a wide variety of personalities while maintaining a positive work culture, proficient in MS Office Suite, 45+ WPM with company’s proprietary operating system's training completion in 30 days. Passionate about employee growth and retention, business revenue growth strategies, creating and implementing best business practices for optimal efficiencies.
Overview
26
26
years of professional experience
Work History
Landscape Maintenance Supervisor
My Lawn Landscaping
Spring Valley, OH
04.2015 - Current
- Increased customer base yearly by 15% in 2017, 2018, and 2019, increased by 20% in 2020 and 2021, and increased by 18% in 2022.
- Updated employment application, handbook, and training guide.
- Increased sales by 17% each year.
- Obtained 6C Commercial Herbicide Application license in December 2019.
- Maintained grounds by trimming, weeding and general clean-up.
Operations Manager
Molly Maid
Beavercreek, OH
06.2013 - 02.2015
- Gold Sales Level in the Q4 of 2013, and Platinum Sales Level in the Q3 of 2014.
- Achieved new revenue milestone in November 2013.
- Increased customer base growth by 72% in 24 months and increased staff increased by 66% in 5 months.
- Implemented process improvements to re-shape organizational culture, optimize procedures for higher efficiency and strategic business growth.
- Established positive and effective training with effective communication among staff and leadership, reducing inefficiencies and increase staff development.
Quality Inspector and Field Manager
The Cleaning Authority
Centerville, OH
12.2008 - 06.2013
- Customer base increased yearly by 60% in 5 years.
- Grew from 5 teams to 17 teams, a staff of 12 employees to 42 employees
- increased gross weekly sales 33% from the Q2 of 2009 to Q1 of 2013.
- Performed an average of 14 daily inspections of customer's homes to monitor personnel performance to identify opportunities for improvement and develop solutions to productivity issues.
- Tracked key performance indicators and enforced quality control measures, including customer and team route scheduling, payroll, handling customer concerns, payments, evaluations for promotion.
- Met with potential customers for in-home estimates with a 95% closing rate.
Call Center Customer Service Representative
Victoria’s Secret Direct
Kettering, OH
01.2001 - 02.2007
- Adhered to company policies and scripts to consistently achieve call-time and quality standards, resulting in A Greatly Exceeds Level of 96% or higher.
- Floor assistant responsibilities involved receiving escalated calls, assisting CS associates with questions, monitoring company-wide statistics hourly, and partnering with DC regarding specific shipments
- Associate development in paperwork scores increased by a 5.8% accuracy from Q3 of 2006 to Q1 of 2007.
Seasonal Trainer
Victoria's Secret Direct
Kettering, OH
11.2002 - 03.2003
- Supervised an expansion team of 42 CSR representatives, which involved all aspects of AHT, attendance, paperwork and procedural scores, coaching and development, AHT reports, team and company contests, floor monitoring, and resolving escalated customer calls with an employee attrition rate of .05%
- Promoted as a Seasonal Trainer for new hire sales associates from October to December 2006 with a retention rate of over 92%.
Store Assistant Supervisor
Siebenthaler Garden Center
Centerville, OH
03.1995 - 05.2001
- Assisted clients with special orders, advice for products, wholesale orders, plant disease analysis, and special requests.
- Administrative responsibilities included daily sales reports, troubleshooting of register computer issues, and staff scheduling.
- Balanced monies of cash registers at the beginning and end of each business day, balanced the safe funds, bank deposits and coverage of adequate coin and small bill inventory.
Education
Customer Behaviors
Achieve Global
Internet 03.2002 - 03.2002
Commercial Pesticide Applicator License
Ohio Department of Agriculture
Internet 11.2019 - 12.2019
Skills
Grounds maintenance
undefinedAccomplishments
OCNT Certified- Garden Center 1996 and 2002
VSD CS Coach Award Fall 2002
VSD Impact Awards December 2001, March 2002, November 2004, September 2006 for CSR and Seasonal Trainer, and November 2006
Star of Service Award Q4 2003, Q3 2004, /q1 2005, Q2 2005, Q3 2005 for CSR and Floor Assistant.
ODNR 6C Commercial Pesticide License.
Timeline
Commercial Pesticide Applicator License
Ohio Department of Agriculture
11.2019 - 12.2019
Landscape Maintenance Supervisor
My Lawn Landscaping
04.2015 - Current
Operations Manager
Molly Maid
06.2013 - 02.2015
Quality Inspector and Field Manager
The Cleaning Authority
12.2008 - 06.2013
Seasonal Trainer
Victoria's Secret Direct
11.2002 - 03.2003
Customer Behaviors
Achieve Global
03.2002 - 03.2002
Call Center Customer Service Representative
Victoria’s Secret Direct
01.2001 - 02.2007
Store Assistant Supervisor
Siebenthaler Garden Center
03.1995 - 05.2001
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