James Henry
Winchester,VA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and exemplary passion for developing employee relationships, cultivating a safe and healthy work environment and supporting peers and promoting subordinates.
Overview
25
25
years of professional experience
Work History
Member Service Representative IV
Navy Federal Credit Union
07.2013 - Current
- Served as a mentor for new hires sharing best practices contributing towards increased productivity among team members.
- Developed, implemented and collated customer satisfaction surveys for improved insight.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Supported the onboarding process for new members, explaining benefits and assisting with paperwork completion.
- Cross-trained and provided backup support for organizational leadership.
- Implemented and developed customer service training processes.
- Promoted a positive work environment by fostering open communication between colleagues and supervisors.
- Responded proactively and positively to rapid change.
- Consistently exceeded performance metrics through proactive management of workload and effective prioritization.
Manager
Snappy Lube
09.1998 - 03.2013
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Controlled costs to keep business operating within budget and increase profits.
- Conducted competitive analysis to identify market trends and capitalize on emerging opportunities for growth.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Improved safety procedures to create safe working conditions for workers.
- Cross-trained existing employees to maximize team agility and performance.
- Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
- Developed detailed plans based on broad guidance and direction.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
Education
Associate of Applied Science - Business Management
Lord Fairfax Community College
Middletown, VASkills
- Brand representation
- Customer Relationship Management (CRM)
- Problem Resolution
- Complaint Investigation
- Calm Under Pressure
- Call Center Operations
- Remote Office Availability
- Escalation Handling
- Employee Coaching
- De-Escalation Techniques
Timeline
Member Service Representative IV
Navy Federal Credit Union
07.2013 - Current
Manager
Snappy Lube
09.1998 - 03.2013
Associate of Applied Science - Business Management
Lord Fairfax Community College