Caeara Coleman
Dunwoody,GA
Summary
Dynamic leader with extensive experience in driving successful strategies and programs within enablement, customer education, and learning management. Adept at identifying operational gaps and implementing innovative solutions to address challenges. Excels in leading high-performing teams and fostering a culture of continuous improvement. Passionate about leveraging education to empower customers through self service resources.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Manager of Enablement and QA
GlossGenius
01.2021 - Current
- Oversaw the creation and maintenance of help center and internal knowledgebase content, ensuring accuracy and relevance.
- Directed the implementation and maintenance of the Ada chatbot, achieving an 85% deflection rate in customer inquiries.
- Developed and managed a comprehensive new hire onboarding programs and continuing education initiatives for existing team members.
- Directed customer education initiatives, facilitating user engagement through informative webinars and concise video content.
- Coordinated with cross-functional teams to implement strategies to improve customer support processes and metrics, contributing to higher customer satisfaction.
Customer Support Manager
GlossGenius
01.2019 - 01.2021
- Managed the Quality Assurance department, consistently maintaining an average QA score of 95%.
- Managed a team of 7 members, overseeing customer inquiries and internal projects, demonstrating strong project management skills and team support.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Collaborated with cross-functional departments to formulate product and process improvements based on customer feedback.
- Motivated and developed employees to overcome challenges and achieve goals to boost efficiency and performance.
Customer Support Lead
GlossGenius
04.2018 - 01.2019
- Managed escalations promptly and effectively, ensuring swift resolution and maintaining customer satisfaction.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Developed and implemented customer service policies and procedures.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
Executive Assistant Coach
Athena
07.2020 - Current
- Provide 1-1 and group coaching and resources to Executive Assistants (EAs) to ensure consistent high performance, supporting C-level Executives and startup founders.
- Efficiently manage batches of 15+ Executive Assistants (EAs) per week, ensuring their needs are met and providing tailored support to enhance their performance.
- Develop and implement hands on training material and corresponding scorecard for EA improvement and readiness
Guest Service Specialist
The Walt Disney Travel Company
08.2017 - 03.2018
- Provided advanced support to resolve complex issues faced by agents during reservation bookings via phone or live chat, guaranteeing smooth and seamless customer experiences.
- Assumed responsibility for escalated calls, serving as a supervisor to swiftly address and resolve pre-arrival reservation issues, maintaining guest satisfaction at all times.
- Collaborated seamlessly across multiple departments such as dining, theme parks, VIP experiences, and resorts, fostering cohesive teamwork and enhancing overall guest service delivery.
Bell Services Dispatcher - Internship
Disney's Grand Floridian Resort And Spa
02.2017 - 07.2017
- Responded to inquiries from resort guests regarding luggage delivery and other vacation-related requirements via phone calls.
- Utilized multiple software platforms to input information and efficiently dispatched work orders to available bellmen.
- Addressed guest queries regarding the resort facilities, Disney parks, and luggage services, providing attentive and informative assistance.
- Maintained meticulous records of available field personnel, ongoing tasks, and completed calls to ensure smooth operations.
- Coordinated the transfer of luggage between our resort and other on-property locations, ensuring timely and accurate delivery.
Call Center Representative
Saint Mary's & Elizabeth Hospital
10.2015 - 01.2017
- Facilitated efficient food ordering process by taking calls from patients and accurately gathering their meal preferences and dietary requirements.
- Collaborated closely with patients' healthcare teams, including dietitians and nurses, to ensure that food orders aligned with patients' dietary needs and medical conditions.
- Provided personalized assistance to patients, addressing any questions or concerns they had regarding their meal options and dietary restrictions.
- Maintained thorough and organized records of patients' food orders and dietary preferences, ensuring accurate meal preparation and delivery.
- Demonstrated strong communication skills and empathy when interacting with patients, fostering a positive experience and contributing to patient satisfaction.
Education
Associate of Arts - Hotel and Restaurant Management
Sullivan University
Louisville, KYTechnical Certification - Culinary Arts
Tolles Career And Technical Center
Plain City, OH05.2015
High School Diploma -
Dublin Scioto High School
Dublin, OH05.2015
Skills
- Conflict Resolution
- Support Enablement
- Training and mentoring
- Ticket Deflection
- Internal Knowledge Base Management
- Data Analysis
- Training
- LMS (Learning Management)
- Quality Assurance
- Interviewing and Hiring
- Project Planning and Coordination
- Lesson plan development
Certification
- Certified Law of Attraction Life Coach
- Certified Guest Service Professional
- Certified in Culinary Arts
- Certified in ServeSafe Food and Beverage Safety
- Certified in Bar and Beverage Management
- Certified in Convention Service Management and Sales
Publications
Ask, Seek, Knock: A Quick and Practical Guide to Understanding the Law of Attraction
May 2020
In Our Lifetime: A Poetry Compilation
May 2014
Timeline
Manager of Enablement and QA
GlossGenius
01.2021 - Current
Executive Assistant Coach
Athena
07.2020 - Current
Customer Support Manager
GlossGenius
01.2019 - 01.2021
Customer Support Lead
GlossGenius
04.2018 - 01.2019
Guest Service Specialist
The Walt Disney Travel Company
08.2017 - 03.2018
Bell Services Dispatcher - Internship
Disney's Grand Floridian Resort And Spa
02.2017 - 07.2017
Call Center Representative
Saint Mary's & Elizabeth Hospital
10.2015 - 01.2017
Associate of Arts - Hotel and Restaurant Management
Sullivan University
Technical Certification - Culinary Arts
Tolles Career And Technical Center
High School Diploma -
Dublin Scioto High School
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