Kelsey Carter
Wilmington,NC
Summary
Dynamic Customer Service Manager with a proven track record at Lowes Foods, adept at resolving complex issues and enhancing team performance. Skilled in training and mentoring, I successfully reduced customer complaints by streamlining processes and fostering a collaborative environment, ensuring exceptional service and loyalty.
Overview
8
8
years of professional experience
Work History
Customer Service Manager
Lowes Foods
04.2024 - Current
- Established performance benchmarks to monitor team effectiveness and service standards.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
Customer Service Manager
Harris Teeter
05.2021 - 04.2024
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Researched and corrected customer concerns to promote company loyalty.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established team priorities, maintained schedules and monitored performance.
Operations Manager
Staples, The Office Supply Superstore
06.2017 - 05.2021
- Analyzed service metrics to identify areas for operational enhancement.
- Coordinated cross-departmental collaboration to resolve complex customer issues promptly.
- Streamlined processes for handling customer inquiries, reducing response times significantly.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
Education
High School Diploma -
Eugene Ashley High School
Wilmington, NCSkills
- Customer service
- Time management
- Training and mentoring
- Decision-making
- Cash handling
- Staff management
- Employee scheduling
Timeline
Customer Service Manager
Lowes Foods
04.2024 - Current
Customer Service Manager
Harris Teeter
05.2021 - 04.2024
Operations Manager
Staples, The Office Supply Superstore
06.2017 - 05.2021
High School Diploma -
Eugene Ashley High School
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