Julie Bliss
Spokane Valley
Summary
A seasoned CSR Lead at Delivery Express Logistics, I excel in leveraging my call center experience and empathy to enhance customer satisfaction and loyalty. My proactive approach in developing team strategies and training initiatives has significantly boosted efficiency and employee morale, fostering a culture of continuous improvement and client-centric service.
Offering solid foundation in communication and problem-solving, eager to learn and develop in customer service environment. Brings quick adaptability to new systems and processes, ensuring seamless integration and service delivery. Ready to use and develop interpersonal and technical skills in Supervisors role.
Overview
5
5
years of professional experience
Work History
CSR Lead
Delivery Express Logistics
07.2019 - Current
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
- Collaborated with management to develop strategies for enhancing overall customer experience.
- Streamlined communication between departments, ensuring timely resolution of customer concerns.
- Provided comprehensive training for new team members, resulting in faster onboarding and better overall performance.
- Served as a liaison between internal teams and customers during critical situations, facilitating open communication channels for swift issue resolution.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Cross-trained and provided backup support for organizational leadership.
- Cross-trained and backed up other customer service managers.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Improved safety procedures to create safe working conditions for workers.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
- Established team priorities, maintained schedules and monitored performance.
Education
Associate of Applied Science - Nursing
Spokane Community College
Spokane, WA12-2001
Skills
- Call center experience
- Customer focus
- Complaint handling
- CRM software
- Customer service
- Active listening
- Critical thinking
- Professional telephone demeanor
- Conflict resolution
- Microsoft outlook
- Relationship building
- Customer relations
- Documentation
- Data entry
- Scheduling
- Call management
- Administrative support
- Problem resolution
- Dispute resolution
- Product knowledge
- Building rapport
- Team development
- Staff training
- Call center operations
- De-escalation techniques
- Customer education
- Account updating
- Follow-up skills
- Reading comprehension
- Prioritization
- Staff education and training
- Live chat support
- Data collection
- Training development aptitude
- Escalation management
- Credit adjustments
- Product promotion
- Brand representation
- Product education
- Business development
- Travel planning
- Promotional support
- Order processing
- Quality assurance controls
- Coordination
- Service upselling
- Delivery scheduling
- Order fulfillment
- Store maintenance
- Conflict mediation
- Sales closing
- Product sales
- Client relations
- Payment processing
Timeline
CSR Lead
Delivery Express Logistics
07.2019 - Current
Associate of Applied Science - Nursing
Spokane Community College
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