Katarial Griffin
Dallas,Texas
Summary
Experienced Customer Service Manager with over 10 years of expertise in leading customer service teams, optimizing processes, and enhancing customer satisfaction across diverse industries. Proven track record in developing and executing customer service strategies that drive retention, resolve conflicts and improve operational efficiency. Adept at coaching, mentoring, and motivating teams to exceed performance targets while maintaining a customer-first mindset. Skilled in problem-solving, process improvement, and creating seamless customer experiences that foster loyalty and long-term relationships.
Overview
12
12
years of professional experience
Work History
Senior Customer Success Manager
Home Partners of America
02.2019 - Current
- Company Overview: A Blackstone Portfolio Company
- Monitor daily and weekly team performance, producing detailed reports of quality Scores, service level agreements, CSAT scores for senior management and identifying areas for improvement
- Collaborate with cross-functional departments to resolve complex customer issues, achieving a 30% increase in satisfaction within 3 months through effective communication
- Manage daily customer service operations, including overseeing the customer inquiry process and ensuring that all questions were answered accurately and in a timely manner
- Supervise a team of 20 customer service representatives, ensuring all customer interactions adhered to company policies and provided exceptional service
- Resolve complex or challenging customer issues in a timely and effective manner, ensuring high levels of customer satisfaction
Admission Counselor
Antonelli College
10.2012 - 12.2018
- Guided prospective students through the entire college application process, providing detailed information about admissions requirements, financial aid options, and academic programs
- Developed and executed recruitment strategies, including attending college fairs, high school visits, and community outreach programs, to attract a diverse pool of applicants
- Provide one-on-one counseling sessions to students, helping them understand how to best present themselves in the application process
- Hosted information sessions and lead campus tours for prospective students and their families, answering questions and providing insights into campus life, academic offerings, and student resources
- Implemented a comprehensive tracking system for recruitment metrics, resulting in improved efficiency and alignment with organizational goals
Education
Master of Organizational Leadership - Specialization in Human Resources
Southern New Hampshire University
Manchester, New Hampshire11-2026
Bachelor of Arts - General Studies
Southern New Hampshire University
Manchester, New Hampshire12-2018
Associate of Applied Science - Business Management
Antonelli Community College
Jackson, Mississippi05-2010
Skills
- Analytical Thinking
- Communication
- Customer Service
- Data-Driven Decision Making
- Excel
- Microsoft Office Suite
- Organizational Skills
- Relationship Building
- Team Coordination
- Microsoft Teams
- Microsoft Word
- Zoom
- Customer advocacy
- Admissions
- Student counseling
- Data-driven decision making
- Relationship management
- Registration processes
- Student support
Volunteering And Leadership
- Junior League of Dallas, Community Chair Member, 02/01/22, Present, Organize events, coordinate food drives, and strengthen community relationships.
- Envision Nonprofit Foundation, Board of Directors, 08/01/19, Present, Promote college readiness, leadership, and character development among youth.
Awards And Scholarships
Company Culture Award (Q1), Recognized with the Company Culture Award (Q1), highlighting efforts to improve team collaboration and workplace satisfaction through open communication and team-building initiatives.
Timeline
Senior Customer Success Manager
Home Partners of America
02.2019 - Current
Admission Counselor
Antonelli College
10.2012 - 12.2018
Master of Organizational Leadership - Specialization in Human Resources
Southern New Hampshire University
Bachelor of Arts - General Studies
Southern New Hampshire University
Associate of Applied Science - Business Management
Antonelli Community College
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