HOPELISIA TAI
San Tan Valley,AZ
Summary
Customer Service Supervisor with over 5 years of experience managing high-volume operations and teams in dynamic, customer-focused environments. Proven track record in resolving customer issues, optimizing operational workflows, and implementing policies that drive service excellence and performance consistency. Adept at leading teams, fostering collaboration, and maintaining a high standard of customer satisfaction. Strong problem-solving, conflict resolution, and communication skills with a focus on achieving measurable results.
Overview
5
5
years of professional experience
Work History
Customer Service Lead
Wells Fargo
Pinnacle Peak , AZ
03.2024 - 10.2024
- Handled customer inquiries and complaints in a professional manner.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Ensured compliance with applicable laws governing consumer protection regulations.
- Maintained accurate records of customer interactions and transactions.
Customer Service Supervisor
JetBlue / Alaska Airlines
Albuquerque, NM
01.2023 - 03.2024
- Greeted passengers and provided a seamless check-in and ticketing experience, contributing to a 15% increase in on-time departures
- Addressed customer concerns and resolved issues efficiently, resulting in a 10% improvement in customer satisfaction ratings
- Led daily operational, safety, and security meetings, ensuring 100% compliance with safety protocols and regulations
- Collaborated with tenants and departments (traffic control, customs) to optimize operational efficiency, reducing delays by 20%
- Monitored airfield duties and personnel, implemented workflow changes, and increased task efficiency by 25%
- Resolved customer requests, questions, and complaints, enhancing customer retention by 12%
- De-escalated customer complaints and provided timely resolutions, maintaining a 98% customer satisfaction rate
- Implemented customer service policies and procedures, resulting in a 15% increase in team performance consistency
- Analyzed feedback surveys and improved customer satisfaction, achieving a 20% increase in positive responses
- Coached and mentored team members to deliver professional customer interactions, improving team performance by 18%
- Followed up with customers on resolved issues, maintaining a 95% satisfaction rate for post-resolution follow-up
- Provided exceptional customer care, assisting with product selection and improving sales conversion by 10%.
Customer Service Representative Lead
West Direct Oil
Phoenix, AZ
08.2019 - 01.2023
- Managed customer service operations, ensuring efficient handling of over 300 daily inquiries and achieving a 98% response rate
- Trained and mentored team members on customer service best practices, leading to a 20% improvement in team productivity
- Addressed escalated customer concerns and resolved issues promptly, reducing customer complaints by 15%
- Leveraged customer feedback to refine processes and increase customer retention by 18%
- Demonstrated exemplary service through personalized assistance, achieving a 25% increase in customer satisfaction scores
- Collaborated with internal teams to resolve operational issues, improving service delivery time by 10%.
Education
High School Diploma -
Community Learning With Partners
Mesa, AZ04.2019
Skills
- Customer Service Excellence
- Team Leadership & Coaching
- Operational Management
- Conflict Resolution & De-escalation
- Process Improvement
- Performance Metrics & Analysis
- Collaboration & Communication
- Policy & Procedure Implementation
- Training & Development
- CRM & Ticketing Systems
- Microsoft Office Suite (Excel, Word, PowerPoint)
Timeline
Customer Service Lead
Wells Fargo
03.2024 - 10.2024
Customer Service Supervisor
JetBlue / Alaska Airlines
01.2023 - 03.2024
Customer Service Representative Lead
West Direct Oil
08.2019 - 01.2023
High School Diploma -
Community Learning With Partners