Joia Swanson
Customer Service Manager
Leesburg,VA
Summary
Personable Customer Service Manager offering 4 years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Manager
AllTech Services, Inc
Sterling, VA
08.2020 - Current
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Introduced higher standards for customer service and increased efficiency by 12% streamlining operations.
- Managed over 200 customer calls per day
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Developed service procedures, policies and standards.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Dispatch Supervisor
Snell Heating & Air Conditioning
Sterling, VA
06.2015 - 08.2020
- Analyzed project and vendor data and compiled information into presentations for internal purposes.
- Modernized communications systems to improve productivity, reliability and efficiency.
- Directed investigations to verify and resolve customer or shipper complaints.
- Maintained updated and detailed records of calls in physical and electronic database.
- Managed 5 dispatchers while leading and delegating job assignments, tracking project status, processing payroll and resolving issues to maximize productivity.
- Directed dispatching, routing and tracking of 30 fleet vehicles.
- Closely monitored dispatch board to triage and prioritize over 150 daily calls.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Maintained meticulous employee records to accurately track attendance and productivity.
- Planned, organized and managed work of subordinate staff to accomplish consistent work within organizational standards.
Level 2 Assembly Technician
Cis Secure Computing
Dulles, VA
01.2011 - 06.2015
- Patiently walked individuals through basic troubleshooting tasks.
- Followed detailed operational process and procedures to appropriately analyze, escalate and assist in remediation of information security incidents.
- Executed technology implementation projects with minimal downtimes and business disruptions.
- Used diagnostic tools to identify hardware failures and replace non-functional components.
- Oversaw equipment inventory to maintain on-hand availability of necessary replacement parts and consumable goods.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Tested and installed motherboards, and processors on TSG Phones for corporate staff.
- Imaged and prepared new TSG Phones for integration into company networks and systems.
Education
High School Diploma -
Heritage High School
Leesburg, VA 08.2005 - 06.2009
No Degree - General Studies
Northern Virginia Community College
Annandale, VA 05.2001 -
Skills
Personnel training and development
Inter-department collaboration
Logistics policies and procedures
Microsoft Outlook, Word and Excel
Exceptional interpersonal communication
Customer-focused
Staff education and training
Budgeting and reporting
Complaint resolution
Schedule Management
Effective problem solver
Timeline
Customer Service Manager
AllTech Services, Inc
08.2020 - Current
Dispatch Supervisor
Snell Heating & Air Conditioning
06.2015 - 08.2020
Level 2 Assembly Technician
Cis Secure Computing
01.2011 - 06.2015
High School Diploma -
Heritage High School
08.2005 - 06.2009
No Degree - General Studies
Northern Virginia Community College
05.2001 -