Customer Service Manager
Amazon
Mount Juliet, TN
10.2016 - Current
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Created and reviewed invoices to maintain accuracy while working with customers to answer questions and address payment issues.
- Improved customer service initiatives by streamlining sales and order management processes.
- Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Assessed call center trends to identify improvement opportunities and devise forward-thinking approaches to better align processes with intended results.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Followed through with client requests to resolve problems.
- Resolved concerns with products or services to help with retention and drive sales.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
- Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies.
- Contacted existing and prospective customers by phone or email on consistent basis, which resulted in regularly surpassing sales targets.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Monitored customer service operations to assess agent performance and provide feedback.
