Janie Lamprinakos
Customer Service Manager
Fredericksburg,VA
Summary
Customer service management professional that is experienced with inbound and outbound customer service calls and emails. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.
Work History
Customer Service Manager
KnifeCenter
05.2020 - Current
- Lead a team of six customer service representatives and deliver high-quality service via phone and email
- Handle escalated situations and provided feedback to enhance the customer experience
- Investigate potential fraudulent orders by following company procedures and utilizing appropriate resources
- Supervise employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Provide coverage during peak times, managing a high volume of inbound calls (100+ daily) and emails (50-100 per day)
- Deliver exceptional customer service, handling inquiries regarding orders, loyalty accounts, and technical issues
Member Service Representative
Navy Federal Credit Union
05.2019 - 05.2020
- Ensured compliance with federal regulations related to financial products and services
- Protected the security and privacy of member accounts in adherence to company policies
- Analyzed and resolved account discrepancies and loan-related issues
- Used verbal and written communication to guide members on financial products and services
Customer Service Representative
KnifeCenter
05.2017 - 05.2019
- Assisted in managing customer service operations in the absence of the manager
- Provided courteous and effective support, resolving customer issues via phone and email
- Handled outbound calls to address expired payment information and verified orders for potential fraud
On Board Service Attendant
Amtrak Auto Train
10.2015 - 05.2017
- Delivered exceptional service to passengers, ensuring safety and satisfaction in a fast-paced environment
- Oversaw boarding and detraining processes, focusing on passenger safety and timely operations
- Managed inventory and security of food and beverage items during travel
Skills
- Call center management
- Critical thinking
- Attention to detail
- Training and mentoring
- Complaint resolution
- Management of remote employees
- Verbal and written communication
- Adherence to high customer service standards
- Customer retention
Timeline
Customer Service Manager - KnifeCenter
05.2020 - Current
Member Service Representative - Navy Federal Credit Union
05.2019 - 05.2020
Customer Service Representative - KnifeCenter
05.2017 - 05.2019
On Board Service Attendant - Amtrak Auto Train
10.2015 - 05.2017