Kimberlee Norton
Seekonk,MA
Summary
Accomplished Regional Customer Service Manager with a proven track record at Ethan Allen Retail, enhancing customer satisfaction and efficiency through strategic process improvements and effective team leadership. Skilled in Microsoft Office and conflict resolution, I spearheaded initiatives that significantly reduced response times and fostered a culture of excellence and collaboration.
Overview
17
17
years of professional experience
Work History
Regional Customer Service Manager
Ethan Allen Global Inc.
11.2021 - Current
- Enhanced customer satisfaction by implementing efficient service strategies and streamlining processes.
- Led cross-functional projects aimed at improving overall customer experience within the region.
- Spearheaded process improvements within the department that resulted in significant cost savings without compromising service quality or performance.
- Monitored team metrics closely to ensure consistent delivery of outstanding service levels across all touchpoints.
- Managed a team of customer service representatives, and delivery schedulers ensuring high-quality support and timely issue resolution.
- Analyzed customer feedback data and quality to identify trends and areas for improvement, leading to tailored action plans.
- Aligned department goals with company objectives by collaborating closely with senior leadership during strategic planning sessions.
- Streamlined internal communication 200 daily emails between departments, enabling faster resolution of customer issues.
- Fostered a positive work environment by promoting teamwork and open communication among team members, leading to increased morale and reduced attrition.
- Lead service and delivery teams out of 3 different service centers CT, PA, VA.
- Oversight in 50 million of backlog and 500 open service request.
Customer Service Manager
Ethan Allen Global Inc.
11.2015 - 11.2021
- 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.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Followed through with client requests to resolve problems.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Managed service team 23 design locations out of largest service center CT.
Customer Service Representative
Ethan Allen Global Inc.
09.2007 - 11.2015
- 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.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
Education
High School Diploma -
West Warwick High School
Skills
- Handling escalations
- Task delegation
- Microsoft outlook, word, and Excel
- Problem-solving
- Excellent time management skills
- Decision-making
- Training and mentoring
- Team building and leadership
- Conflict resolution techniques
Timeline
Regional Customer Service Manager
Ethan Allen Global Inc.
11.2021 - Current
Customer Service Manager
Ethan Allen Global Inc.
11.2015 - 11.2021
Customer Service Representative
Ethan Allen Global Inc.
09.2007 - 11.2015
High School Diploma -
West Warwick High School
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