John Simmons

Lead Customer Service Representative

FEDEX

03.2000 - 04.2014

Averaged 250+ calls daily including, scheduling, ordering supplies, resolving billing issues, researching mishandled packages, filing claims, general account maintenance, and resolving concerns with positive attitude and focus on customer satisfaction.
Supervised 10+ agents during training, nesting, and the probation period to ensure they were meeting standards.
Partnered with management to develop and implement training tools, customer service training processes, and refresher courses.
Acquired the ability to de-escalate and resolve problems for irate customers.
Sustained responsibilities for multiple positions at the same time, while ensuring customers received world class customer service.
Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
Resolved concerns with products or services to help with retention and drive sales.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Trained new personnel regarding company operations, policies and services.
Cross-trained and provided backup support for organizational leadership.
Increased efficiency and performance by monitoring team member productivity and providing feedback. improve call quality scores by an average of 10 pts.
Responded proactively and positively to rapid change.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Investigated and resolved accounting, service and delivery concerns.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.