Kelle DeRico
Summary
Accomplished Lead Customer Service Representative at The Record-Journal Media Group, adept in complaint handling and team member training. Excelled in enhancing customer satisfaction and loyalty by resolving complex issues with empathy. Demonstrated exceptional ability in prioritizing work and deescalating situations, contributing to a consistent achievement of performance targets. Multifaceted CSR with proven customer service expertise, strong attention to detail and superior work ethic. Proficient in supporting customer service teams by addressing escalated issues and assisting with troubleshooting. Talented trainer and mentor with performance-oriented mindset.
Overview
16
16
years of professional experience
Work History
Lead Customer Service Representative
The Record-Journal Media Group
05.2010 - 12.2023
- Managed a team of customer service representatives, consistently achieving performance targets and goals.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Engaged clients in person and over phone to answer questions and address complaints.
- Actively participated in interdepartmental projects aimed at improving overall organizational effectiveness.
- Established positive relationships with clients through regular follow-ups and personalized service offerings.
Customer Service Representative / Dispatcher
The Record-Journal Media Group
11.2007 - 11.2009
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Dispatching - managed "down routes" and coordinated our recovery staff to deliver missed newspapers.
Education
Bachelor of Arts - Graphic Design
Paier College of Art
Hamden, CT06.1996
Skills
- Microsoft
- Team Member Training
- Time Management
- Call Management
- Customer Complaint Resolution
- Call center experience
- Impeccable Work Ethic
Timeline
Lead Customer Service Representative
The Record-Journal Media Group
05.2010 - 12.2023
Customer Service Representative / Dispatcher
The Record-Journal Media Group
11.2007 - 11.2009
Bachelor of Arts - Graphic Design
Paier College of Art
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