Summary
Overview
Work History
Skills
Accomplishments
Timeline
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Joan Peddy

Draper,UT

Summary

  • Results-oriented Customer Service Manager with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements.

Overview

22
22
years of professional experience

Work History

Marketing Manager

Revolution Solar
10.2022 - 04.2024
  • Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
  • Created and implemented procedures for handling customer inquiries and complaints.
  • Developed and maintained a team of call center representatives to meet performance standards.
  • Analyzed data from various sources to identify trends in customer inquiries and complaints.
  • Conducted regular meetings with staff to discuss issues or changes in processes or procedures.
  • Drafted reports summarizing the results of customer surveys and providing recommendations for improvement.

Spa Manager

Falling Waters Day Spa And Salon
04.2021 - 11.2022
  • Maximized efficiency through time management and staff supervision to boost productivity.
  • Greeted spa guests warmly to create positive first impression of establishment.
  • Recorded product sales into spa's weekly income report.
  • Utilized promotions, print and digital marketing to attract new clients.
  • Held individual meetings with employees to address performance issues, improve performance and boost profitability by guaranteeing excellent spa and customer service programs.
  • Responded to customer inquiries or complaints.
  • Maintained high functional, operational and organization levels during high-traffic hours and seasonal promotions.
  • Managed spa inventory by keeping detailed track of supply use and forecasting need to direct ordering processes.
  • Developed and implemented marketing strategies.
  • Conducted internal audits of spa finances and completed basic accounting functions to maintain accurate records.

Wellness Program Coordinator

The Joint Chiropractic
07.2014 - 04.2022
  • Developed wellness programs targeted on specific groups and areas of wellness.
  • Collected and tracked information about participation and outcomes of individual programs.
  • Maximized program enrollment through effective outreach events, cold calling strategies, membership incentives and referrals programs.
  • Managed health fair activities to expose customers to health and wellness businesses.
  • Met or exceeded monthly revenue and training goals.

Call Center Manager

Arhaus
04.2011 - 07.2014
  • Successfully managed the activities of team members in multiple locations.
  • Created training manuals targeted at resolving even the most difficult customer issues.
  • Recruited, managed and mentored an average of 15 new customer service representatives per year.
  • Monitored the daily activities of customer support teams.
  • Improved service quality and increased sales by developing a strong knowledge of company's products and services; Interviewed, hired and trained new quality customer service representatives.
  • Provided detailed monthly departmental reports and updates to senior management; Addressed negative customer feedback immediately.
  • Routinely prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Effectively communicated with team members to maintain clearly defined expectations.
  • Developed quality employees within call center to take over leadership positions.
  • Established and oversaw performance targets for call center associates.
  • Collected and analyzed call center statistics, sales rates, costs and customer service metrics.
  • Established team priorities, maintained schedules and monitored performance.
  • Directed training and retraining of employees to boost performance and enhance business results.

Customer Service Manager

Triton Call Center
03.2008 - 02.2011
  • Created training manuals targeted at resolving even the most difficult customer issues.; Monitored the daily activities of customer support teams..
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Developed, implemented and monitored programs to maximize customer satisfaction; Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.
  • Improved service quality and increased sales by developing a strong knowledge of company's products and services.

Real Estate Agent

Prudential Real Estate
03.2002 - 11.2007
  • Counseled customers on market current status for residential and land markets.Guided home buyers and sellers through the process of short sales.
  • Generated lists of properties that were compatible with buyers' needs and financial resources; Maintained high referral rates and exceptional feedback from previous clients.Created Realtor and buyer incentives and strategies with agents, builders and buyers.
  • Developed close relationships with area realtors and promoted builders to boost referral network.Educated clients on the current real estate market and answered any questions they had.
  • Cold called clients to obtain their exclusives.

Skills

  • Client relations specialist
  • Conflict resolution techniques
  • Team management
  • Training and development
  • Focused on customer satisfaction
  • Management of remote employees
  • Skilled multi-tasker
  • Scheduling

Accomplishments

  • Reduced staff turnover by 90% in one year by implementing several well-received team and morale-building programs, managed call flow with up to 50 calls in queue per minute, exceeded corporate target for customer satisfaction

Timeline

Marketing Manager

Revolution Solar
10.2022 - 04.2024

Spa Manager

Falling Waters Day Spa And Salon
04.2021 - 11.2022

Wellness Program Coordinator

The Joint Chiropractic
07.2014 - 04.2022

Call Center Manager

Arhaus
04.2011 - 07.2014

Customer Service Manager

Triton Call Center
03.2008 - 02.2011

Real Estate Agent

Prudential Real Estate
03.2002 - 11.2007

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Joan Peddy