Well-qualified customer service manager proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with team-oriented mentality and dedication to customer satisfaction, business goals and sales excellence. Skilled in coordinating documentation and handling payments.
Hi, I’m
Katrina Bowman
Cottondale,FL
Summary
Overview
17
years of professional experience
Work History
Walmart
Customer Service Team Leader
12.2007 - Current
Job overview
- Integrated feedback from marketing, sales, and product management teams to streamline customer service strategies, resulting in a 25% increase in customer retention and a 10% boost in upsell conversions.
- Handled escalated calls from customers who had unresolved issues from previous contacts, resolved disputes amicably whenever possible
- Provided leadership and direction to a team of 12 customer service representatives, ensuring that all customer inquiries were addressed effectively and efficiently
- Collaborated with other departments, such as marketing, sales, and product management, to ensure alignment across teams on customer service initiatives
- Reviewed records for accuracy of information and compliance with established procedures
- Followed procedures and scripts using fundamental knowledge to navigate information or CRM systems
- Interfaced directly with customers via phone or email, providing timely responses while maintaining excellent relationships with clients
- Ensured compliance with applicable laws and regulations related to customer service operations, monitoring adherence closely on a day-to-day basis
- Evaluated current processes and procedures for effectiveness, making recommendations for improvement when needed
- Developed and implemented strategies for improving customer satisfaction levels, resulting in an 15% increase in overall customer retention
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
Education
Jackson Academy of Applied TechnologyMarianna, FL
High School Diploma
05.2004
University Overview
Skills
- Problem Solving
- Goal Setting
- Task Prioritization
- Multitasking Abilities
- Conflict Resolution
- Time Management
- Team Management
- Interpersonal Skills
- Quality Assurance
- Product Knowledge
- Active Listening
- Delegation Skills
- Excellent Communication
- Decision Making
- Training and Development
- Call center experience
- Complaint resolution
Timeline
Customer Service Team Leader
Walmart
12.2007 - Current
Jackson Academy of Applied Technology
High School Diploma
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