Results-driven Customer Service Manager with a proven track record in enhancing client satisfaction and team performance. Expertise in problem-solving, decision-making, and conflict resolution has consistently led to improved service delivery.
Overview
13
13
years of professional experience
Work History
Customer Service Manager
Stellar Tax Service
Texas City, TX
12.2018 - Current
Implemented feedback systems and documented client interactions to enhance issue resolution and improve satisfaction.
Led customer service team to enhance client interaction and satisfaction.
Streamlined communication processes between departments to ensure consistent service delivery and knowledgeable staff to ensure world class customer experience.
Resolved and took ownership of customer complaints with company policies in mind, while prioritizing customer satisfaction and loyalty.
Assessed performances to determine training needs and define accurate plans to ensure customer satisfaction and retention.
Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Actively listened to customers, deeply investigated to clearly understand and eliminated any concerns.
Developed training programs for staff to improve service quality and operational efficiency.
Administrative Assistant
Insta-Cash
Texas City, TX
08.2013 - 11.2018
Managed office communications, ensuring timely responses to client inquiries and staff requests.
Coordinated meetings and appointments, optimizing schedules for executives and team members.
Implemented process improvements that reduced administrative errors and increased task completion rates.
Improved customer satisfaction ratings by promptly addressing inquiries via phone, email, or in-person visits.
Safeguarded company information by maintaining strict confidentiality in handling sensitive documents and records.
Reduced errors in documentation by meticulously proofreading and editing written materials.
Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
Monitored inventory levels of office supplies, facilitating timely procurement to support operational needs.