Laura Woods
Colorado Springs,CO
Summary
Experienced Customer Support Manager bringing 5 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
9
9
years of professional experience
Work History
Customer Support Manager
BayWa R.e.
06.2022 - 12.2023
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Motivated and developed employees to overcome challenges and achieve goals to boost efficiency and performance.
- Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction.
- Identified process enhancements to reduce inconsistencies and drive improvements to support ongoing company success.
- Monitored scheduled shipment dates to achieve timely delivery, expediting as necessary, and communicating variances to customers.
- Verified transactions, product orders and shipping dates and entered information into databases and reports.
Dispatcher
Truesource
01.2021 - 06.2022
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Maintained updated and detailed records of calls in physical and electronic database.
- Answered phone calls and responded to customer emails.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Received service requests, prioritized responses, and optimized utilization of team resources in dispatching personnel.
Customer Service Lead
First Quality Interiors
01.2019 - 01.2021
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
Captioning Assistant
CSD Relay
01.2017 - 01.2019
- Planned, placed and synchronized all captions with dialogues.
- Listened to speakers and repeated words verbatim into voice recognition software.
- Provided excellent customer service by dictating and captioning variety of conversational topics verbatim.
- Isolated mistakes or inconsistencies to correct incorrect information.
- Used keyboards by typing corrections and other words.
Subject Matter Expert
VXI Global Solutions LLC
01.2015 - 01.2017
- Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
- Worked with multidisciplinary teams in new product rollout, effectively addressing inquiries and troubleshooting issues.
- Verified billing accounts with accounts receivable ledger and checked for payment posting.
- Detected and corrected mistakes early on and implemented systems to avoid recurring issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
Education
Bachelor of Science - General Studies
Texas Tech University
Lubbock, TX05.2021
Associate of Arts - Education
South Plains College
Levelland, TX05.2018
Skills
- Training Programs
- Research and Due Diligence
- Customer Education
- Account Management
- Technical proficiency
- Customer Relations
- Call center management
- Quality assurance
- Problem-solving abilities
- Customer service orientation
- CRM software expertise
Timeline
Customer Support Manager
BayWa R.e.
06.2022 - 12.2023
Dispatcher
Truesource
01.2021 - 06.2022
Customer Service Lead
First Quality Interiors
01.2019 - 01.2021
Captioning Assistant
CSD Relay
01.2017 - 01.2019
Subject Matter Expert
VXI Global Solutions LLC
01.2015 - 01.2017
Bachelor of Science - General Studies
Texas Tech University
Associate of Arts - Education
South Plains College
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