Juliet Chiakpo
Garland,TX
Summary
Dynamic customer service leader with a proven track record at Architectural Surfaces Group, enhancing team performance and operational efficiency. Skilled in training and development, I successfully reduced average handle time through targeted coaching. Adept at process improvement and fostering communication, I drive results while maintaining high standards of service excellence.
Overview
17
17
years of professional experience
Work History
Customer Service Representative Team Lead
Architectural Surfaces Group
2023.11 - 2025.06
- Led customer service team to enhance operational efficiency and improve response times.
- Trained new representatives on company policies, procedures, and customer engagement strategies.
- Developed training materials that increased onboarding effectiveness for new hires.
- Monitored team performance metrics to identify areas for improvement and implement corrective actions.
- Conducted regular team meetings to foster communication, motivation, and knowledge sharing among staff.
- Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
- Reduced average handle time by providing ongoing coaching on efficient call handling techniques.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Assistant Operations Manager
Architectural Surfaces Group
2024.08 - 2024.12
- Streamlined inventory management processes to enhance operational efficiency.
- Led cross-functional teams to implement process improvements and drive project success.
- Developed training programs for staff to ensure adherence to safety and quality standards.
- Coordinated scheduling efforts to optimize resource allocation and minimize downtime.
- Analyzed operational data to identify trends and inform strategic decision-making.
- Mentored junior staff, fostering professional growth and enhancing team performance.
- Established strong relationships with vendors, negotiating favorable contracts for goods and services while maintaining quality standards.
- Facilitated smooth transitions during periods of change by providing guidance and support to staff members affected by organizational restructuring or policy updates.
Front Desk Supervisor
Comfort Inn & Suites
2017.09 - 2022.11
- Supervised front desk operations, ensuring seamless guest check-in and check-out experiences.
- Managed reservations using property management systems to optimize room occupancy rates.
- Trained and mentored new front desk staff on customer service protocols and operational procedures.
- Resolved guest complaints efficiently, enhancing overall satisfaction and loyalty.
- Conducted regular audits of front desk processes to improve efficiency and accuracy in service delivery.
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
- Scheduled and assigned daily work and activities for team members.
Sales Associate
Office Machines Inc
2008.08 - 2017.09
- Assisted customers in selecting office equipment tailored to specific needs.
- Processed sales transactions efficiently using point-of-sale systems.
- Maintained organized inventory, ensuring availability of popular products.
- Collaborated with team members to enhance customer service experience.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
Education
Associate of Science - Science
Richland College
Dallas, Texas, TX08.2020
Skills
- Customer service leadership
- Team performance monitoring
- Training and development
- Process improvement
- Inventory management
- Communication skills
- Scheduling coordination
Timeline
Assistant Operations Manager
Architectural Surfaces Group
2024.08 - 2024.12
Customer Service Representative Team Lead
Architectural Surfaces Group
2023.11 - 2025.06
Front Desk Supervisor
Comfort Inn & Suites
2017.09 - 2022.11
Sales Associate
Office Machines Inc
2008.08 - 2017.09
Associate of Science - Science
Richland College