Julie Mabins
Port Orange
Summary
Helpful Senior Customer Service Executive possessing friendly demeanor and excellent problem-solving and communication skills. Bringing 24 years of experience increasing customer satisfaction levels and business performance by handling and analyzing complaints and designing customer service strategies. Dedicated to creating positive impression on customers to build and retain customer base.
Overview
23
23
years of professional experience
Work History
Customer Service Call Center Manager
Proctor Financial
01.2018 - Current
- Optimized resource allocation through effective workforce management techniques, balancing workload with staffing needs.
- Collaborated with cross-functional teams to develop strategies for improving overall call center performance.
- Managed high-stress situations effectively, ensuring timely resolution of escalated customer issues.
- Proactively identified areas of opportunity within the call center operation to drive continuous improvement efforts.
- Conducted regular performance evaluations for team members, providing constructive feedback for continued growth and improvement.
- Mentored and coached team members, fostering a supportive and collaborative work environment.
- Implemented ongoing training programs to ensure agents were well-equipped with up-to-date product knowledge and refined soft skills.
Client Service Manager
Randstad
08.2008 - 12.2017
- Enhanced client satisfaction by addressing concerns and providing timely solutions.
- Managed multiple projects simultaneously, ensuring timely completion and high-quality outcomes.
- Implemented key performance indicators to monitor team performance, driving continuous improvement initiatives.
- Developed customized service plans tailored to individual client needs, resulting in increased retention rates.
- Streamlined internal processes for handling client issues, increasing team efficiency and ensuring consistent service delivery across all accounts.
Unit Manager
Hewitt Associates
06.2001 - 07.2008
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Evaluated data to identify trends and determine customer service needs.
- Analyzed customer feedback to identify improvement opportunities and develop action plans.
- Improved workforce planning capabilities by analyzing historical call volume patterns to accurately predict future staffing needs.
- Developed and maintained call center policies and procedures in accordance with industry best practices and regulatory requirements.
Education
Bachelors Degree - Supervision And Management
Daytona State College
Daytona Beach, Florida05.2022
Skills
- Delegation and Supervision
- Escalation Handling
- Customer Relationship Management
- Workforce Management
- Call center software proficiency
- Team Leadership
- Problem Resolution
- Managing Operations and Efficiency
References
Available upon request
Timeline
Customer Service Call Center Manager
Proctor Financial
01.2018 - Current
Client Service Manager
Randstad
08.2008 - 12.2017
Unit Manager
Hewitt Associates
06.2001 - 07.2008
Bachelors Degree - Supervision And Management
Daytona State College
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