Kevin Rodgers-Haynes
Atlanta
Summary
Dynamic leader and skilled problem-solver with extensive experience as a Customer Service Manager at Empire Today. Excelled in enhancing customer satisfaction and loyalty, reducing complaints by implementing strategic improvements. Proficient in Microsoft Office and adept at fostering teamwork, I significantly increased team productivity through targeted training and performance evaluations.
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Goal-oriented Customer Service Manager with [Number] years of experience in leadership roles. Detail-focused and driven to help employees succeed in meeting and exceeding sales goals. Charming salesperson skilled in communication and collaboration for best-in-class service.
Enhance team performance and maximize customer satisfaction by strategically managing calls and implementing process improvements. Talented leader offering top-notch abilities in program management, interpersonal communication and administrative oversight. Successful at training and mentoring employees to promote culture of collaboration and continuous improvement.
Offering strong foundation in communication and problem-solving, eager to learn and grow in customer service management environment. Brings ability to quickly grasp essential customer service concepts and techniques, along with strong organizational and leadership skills. Ready to use and develop communication and problem-solving skills in [Desired Position] role.
Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level.
Overview
15
15
years of professional experience
Work History
Customer Service Manager
Empire Today
01.2009 - 06.2024
- 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.
- Followed through with client requests to resolve problems.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Reduced customer complaints by proactively identifying and addressing common issues.
- Oversaw creation of knowledge base to assist customers with self-service options.
- Conducted quarterly customer satisfaction surveys to identify areas for improvement.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Education
Master of Science - Special Education
Mercy College
Dobbs Ferry, NY06-2001
Skills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Customer relations
- Time management
- Decision-making
- Excellent time management skills
- Adherence to high customer service standards
- Team building and leadership
- Customer relationship management (CRM)
- Exceptional telephone etiquette
- Relationship building
- Schedule management
- Deadline oriented
- Staff management
- Administrative support
- Employee scheduling
- Skilled trainer
- New hire training
- Policy enforcement
- Staffing coordination
Accomplishments
- Supervised team of 15 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Timeline
Customer Service Manager
Empire Today
01.2009 - 06.2024
Master of Science - Special Education
Mercy College
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