Jadah Walker
Frisco
Summary
Dynamic leader with a proven track record at Thomas Company, enhancing team efficiency through strategic coaching and quality assessments. Excelled in problem-solving, customer relationship management, and leveraging Salesforce to drive operational improvements. Skilled in both leadership and technical support, adept at fostering growth and reducing customer complaints.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Service Team Lead
Thomas Company
08.2020 - 07.2024
- Led a team of customer service representatives, implementing coaching programs that improved performance and morale.
- Conducted quality assurance assessments, resulting in a 20% increase in team efficiency through targeted feedback and training.
- Facilitated regular performance reviews, aligning team goals with organizational objectives to ensure accountability and growth.
- Proactively identified potential issues and devised strategic action plans, achieving a 15% reduction in customer complaints.
- Collaborated with leadership to drive process improvements, enhancing service delivery and operational efficiency.
- Provided expert technical support for complex customer issues, successfully resolving 90% of escalated cases.
- Developed and maintained Standard Operating Procedures (SOPs), streamlining team training and knowledge sharing.
- Actively monitored product updates and enhancements, equipping the team with the latest information to better serve customers.
Education
Associate of Science - Physical Therapy
Tarrant County College
Fort Worth, TX05-2020
Skills
- Leadership & Team Management
- Problem Solving & Critical Thinking
- Effective Communication
- Customer Relationship Management (CRM)
- Proficient in Microsoft Office Suite (Excel, Word, Outlook)
- Salesforce
- Human Resources
- Training development aptitude
- Complaint resolution
Certification
- Insurance Adjuster License
Timeline
Customer Service Team Lead
Thomas Company
08.2020 - 07.2024
Associate of Science - Physical Therapy
Tarrant County College
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