Summary
Overview
Work History
Education
Skills
Timeline
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Kara Ruddick

Belgrade,MT

Summary

Dynamic Customer Support Manager with a proven track record at First Security Bank, enhancing service efficiency through innovative training and process improvements. Skilled in account management and team building, I successfully reduced turnover and improved customer satisfaction ratings by implementing effective performance evaluations and feedback mechanisms.

Overview

7
7
years of professional experience

Work History

Customer Support Manger

First Security Bank
11.2021 - Current
  • Resolved escalated customer issues promptly and professionally to maintain satisfaction.
  • Developed process controls and metrics for daily management of call center.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Trained team members on performance metrics and consumer behavior identification.
  • Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
  • Created team rotations to man center effectively during peak hours.
  • Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
  • Led daily team meetings to review performance, set targets and motivate staff.
  • Analyzed customer feedback to identify improvement opportunities and develop action plans.
  • Implemented innovative service strategies to improve customer experience and engagement.

Call Center Representative

First Security Bank
08.2018 - 10.2021
  • Educated customers about billing, payment processing and support policies and procedures.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Trained new personnel regarding company operations, policies and services.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded proactively and positively to rapid change.
  • Cross-trained and provided backup support for organizational leadership.
  • Promptly responded to inquiries and requests from customers.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Property Manager Office Administrator

Aspen Properties
02.2018 - 06.2018
  • Tracked office supplies and restocked low items to keep team members on-task and productive.
  • Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Maintained electronic and paper filing systems for easy retrieval of information.
  • Reconciled account files and produced monthly reports.
  • Managed supervisor itinerary and appointments and streamlined scheduling procedures.
  • Created organized filing system to manage department documents.
  • Negotiated and executed contracts on behalf of department.

Education

Associate of Science - Accounting And Finance

Rogers State University
Bartlesville, OK
05-1999

High School Diploma -

Belgrade High School
Belgrade, MT
07-1996

Skills

  • Account management
  • Customer education
  • Deliverables coordination
  • Service issue resolution
  • Training and coaching
  • Billing problem resolution
  • Account updates
  • Staff scheduling
  • Schedule management
  • Client relationship building
  • Team building
  • Customer relations

Timeline

Customer Support Manger

First Security Bank
11.2021 - Current

Call Center Representative

First Security Bank
08.2018 - 10.2021

Property Manager Office Administrator

Aspen Properties
02.2018 - 06.2018

Associate of Science - Accounting And Finance

Rogers State University

High School Diploma -

Belgrade High School

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Kara Ruddick