Job Search Status
Open to workDesired start date: Open to discussion
Open To Work
KELLY GOLDEN
Supervisor of Customer Service
Connelly Springs,NC
Work Preference
Summary
Results-driven customer service expert with a successful history in diverse industries, enhancing team performance and service standards. Specializes in complaint resolution and operational efficiency, leveraging advanced communication skills and knowledge of SAP and Oracle. Committed to advancing customer-focused initiatives and building effective team dynamics.
Overview
20
20
years of professional experience
Work History
Supervisor, Customer Service
Lincare
04.2024 - Current
- Enhanced efficiency within 15-member complaint resolution team through operational optimization and staff coaching.
- Created standard operating procedures that boosted consistency and strengthened interdepartmental communication.
- Conducted analysis of complaint trends, producing reports that highlighted service gaps for customer-centric enhancements.
- Partnered with quality assurance vendors and internal teams to ensure adherence to high service standards.
Quality Assurance Specialist
Lincare
Clearwater
01.2021 - 04.2024
- Delivered detailed QA reports and performance insights for over 200 customer service agents, enhancing service quality and compliance.
- Trained and onboarded new QA specialists while mentoring underperforming agents through focused coaching.
- Conducted regular calibration sessions to ensure consistency in QA scoring across teams.
- Supported management in overseeing QA operations and complaint resolution, improving service delivery.
Independent Contractor
Arise Work From Home
01.2007 - 01.2021
- Designed and facilitated comprehensive training programs for multiple Fortune 500 companies, enhancing team capabilities and service consistency.
- Conducted quality assurance evaluations and acted as a subject matter expert (SME), ensuring adherence to company standards and industry best practices.
- Provided high-level customer service support across diverse industries, adapting to varying client needs and delivering consistent, customer-focused solutions.
Education
Associate of Applied Science - Medical Assisting
Gaston College
Dallas, North Carolina, NC05-1994
Skills
- Organizational and time management skills
- Communication and interpersonal skills
- Attention to detail
- Multitasking ability
- Complaint resolution expertise
- Software adaptation skills
- AS400 experience
- SAP experience
- Oracle experience
References
References available upon request.
Timeline
Supervisor, Customer Service
Lincare
04.2024 - Current
Quality Assurance Specialist
Lincare
01.2021 - 04.2024
Independent Contractor
Arise Work From Home
01.2007 - 01.2021
Associate of Applied Science - Medical Assisting
Gaston College