Jeferson Brito
Murrells Inlet,SC
Summary
Dynamic Customer Service Supervisor at Piedmont Airlines with a proven track record in problem-solving and team leadership. Enhanced customer satisfaction through effective issue resolution and streamlined processes, resulting in reduced complaints. Skilled in training and mentoring, fostering a collaborative environment that promotes professional growth and high morale.
Overview
7
7
years of professional experience
Work History
Customer Service Supervisor
Piedmont Airlines
10.2017 - 12.2022
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
Customer Service Manager
CSC ServiceWorks
08.2015 - 10.2017
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Education
No Degree - Ethics At Work
Harvard University
Cambridge, MANo Degree - Manager Mentor
Harvard University
Cambridge, MABachelor of Science - Computational Science
University Santa Ursula
Rio De Janeiro, Brazil12.1983
Skills
- Problem-solving
- Time management
- Customer service
- Multitasking and organization
- Team building and leadership
- Decision-making
Languages
English , Portuguese , Spanish , French ,
Full Professional
Timeline
Customer Service Supervisor
Piedmont Airlines
10.2017 - 12.2022
Customer Service Manager
CSC ServiceWorks
08.2015 - 10.2017
No Degree - Ethics At Work
Harvard University
No Degree - Manager Mentor
Harvard University
Bachelor of Science - Computational Science
University Santa Ursula
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