Jayme Mi Amor
Faribault,MN
Summary
Dynamic Lead Senior Customer Service Specialist at the State of Minnesota, recognized for enhancing customer satisfaction through effective complaint resolution and workflow optimization. Proven ability to mentor teams and implement training programs, resulting in reduced call wait times and improved service delivery standards. Strong problem-solving skills and CRM software proficiency drive operational excellence.
Overview
26
26
years of professional experience
Work History
Lead Senior Customer Service Specialist
State Of Minnesota, Driver & Vehicle Services
02.1999 - 02.2025
- Led customer service team in resolving complex Drivers License and Motor Vehicle issues and improving service delivery standards.
- Developed and implemented training programs to enhance staff performance and operational efficiency.
- Streamlined communication processes between departments to improve response time and customer satisfaction.
- Analyzed customer feedback data to identify trends and recommend strategic improvements.
- Collaborated with cross-functional teams to design policies that improved overall customer experience.
- Mentored junior specialists, fostering a culture of continuous learning and professional development.
- Managed escalated customer inquiries, ensuring timely resolution aligned with organizational goals.
- Reduced call wait times with effective call management techniques, resulting in higher satisfaction scores.
- Created comprehensive training materials to ensure new hires were prepared for their roles as Customer Service Specialists.
- Developed and implemented new strategies to enhance overall team performance in handling customer requests.
- Managed high-stress situations effectively, maintaining composure while deescalating conflicts with customers or team members.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
Education
No Degree - Generals
Metropolitan State University
St Paul, MN Skills
- Call center experience
- Escalation handling
- Complaint resolution
- Customer satisfaction measurement
- Workflow optimization
- Cultural sensitivity
- Key performance indicators
- Dispute mediation
- CRM software proficiency
- Customer service
- Fast learner
- Problem-solving
- Attention to detail
- Multitasking and organization
- MS office applications
- Appointment scheduling
- Customer support
- Interpersonal communication
- Administrative support
- Team training and leadership
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Lead Senior Customer Service Specialist
State Of Minnesota, Driver & Vehicle Services
02.1999 - 02.2025
No Degree - Generals
Metropolitan State University