Heather Hunt
Manager, Customer Service
Brattleboro ,VT
Summary
Focused Customer Service Manager offering 25+ years of experience in, customer service. Proven success in developing high-performance teams and streamlining day-to-day office activities.
Experienced with inbound and outbound customer service.
Team player with exceptional listening and critical thinking skills.
Personable personality that helps avoid call escalations. Enhance team performance and maximize customer satisfaction by strategically managing calls and implementing process improvements. Talented leader offering top-notch abilities in program management, interpersonal communication and administrative oversight. Successful at training and mentoring employees to promote culture of collaboration and continuous improvement.
Dedicated to boosting customer service excellence with detail-oriented approach and dedicated follow-through. Assess current systems with critical eye to develop efficiency-boosting enhancements. Conscientious Manager with experience in solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Team player comfortable in competitive, fast-paced environments. Effective in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities.
Overview
21
21
years of professional experience
Work History
Customer Service Manager
C&S Wholesale Grocers, Inc.
Brattleboro, Vermont
10.2003 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Resolved concerns with products or services to help with retention and drive sales.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Monitored customer service operations to assess agent performance and provide feedback.
- Created customer support strategy to increase customer retention.
- Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
- Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Increased regulatory compliance by accurately completing tasks and adhering to safety regulations.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
- Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies.
- Collaborated with PMO's to improve customer service processes and support structures company-wide.
- Spearheaded customer satisfaction survey and analyzed results to make action plans.
- Managed department call volume and coordinated department schedules to maximize coverage during peak hours.
- Assessed call center trends to identify improvement opportunities and devise forward-thinking approaches to better align processes with intended results.
- Devised and published metrics to measure organization's success in delivering world class customer service.
Education
Nursing
06.1997
High School Diploma -
06.1993
Skills
- Call Center Operations
- Issue Resolution
- Leading Team Meetings
- Policy Enforcement
- Technical Proficiency
- Verbal and Written Communication
- Administration and Reporting
- One Call Resolution
- Positive and Constructive Feedback
- Managing Operations and Efficiency
- Scheduling and Coordinating
- Employee Coaching and Motivation
- Handling Escalations
- Time Management
- Work Prioritization
- Workflow Management
- Performance Tracking and Evaluations
- Continuous Improvements
- Collaborative Environments
- Personnel Training and Development
- Quality Assurance
- Employee Performance Reviews
- New Hire Training
- Budgeting and Reporting
- Call Monitoring
- Client Relations and Retention
- Satisfaction Surveys
- Employee Scheduling
- MS Office
- Social Media Platforms
- Financial Transactions
- Microsoft PowerPoint
- Advising and Coaching
- Onsite Visits
- Customer Experience Management
- Quality Improvement Initiatives
- Leadership
Timeline
Customer Service Manager - C&S Wholesale Grocers, Inc.
10.2003 - Current
Thompson School of Nursing - , Nursing
Whitingham High School (now Twin Valley) - High School Diploma,
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