Lavern Crump
Oklahoma City,OK
Summary
Accomplished Customer Service Manager with a proven track record at Unique Massage And Body Spa, enhancing customer satisfaction and loyalty through expert resolution of complaints and leadership. Excelled in fostering teamwork and collaboration, significantly reducing customer complaints by implementing strategic solutions. Skilled in Microsoft Office and adept at problem-solving, consistently prioritized customer-focused outcomes and team productivity.
Overview
9
9
years of professional experience
Work History
Customer Service Manager
Unique Massage And Body Spa
08.2017 - Current
- 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.
Customer Service Manager
Golden Bears Academy
01.2016 - 08.2017
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Took ownership of customer issues and followed problems through to resolution.
- 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.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Cultivated a culture of continuous improvement by regularly soliciting feedback from staff members regarding areas where improvements could be made.
Education
Massage Therapist - Massage Therapy
Heritage College
Oklahoma City, OK01.2016
Skills
- Customer Service
- Problem-Solving
- Microsoft Outlook, Word, and Excel
- Customer-focused
Accomplishments
- Successfully recruited and trained Number new customer service representatives.
- Won Employee of the Month award in 2016
- Supervised team of 6 staff members.
Timeline
Customer Service Manager
Unique Massage And Body Spa
08.2017 - Current
Customer Service Manager
Golden Bears Academy
01.2016 - 08.2017
Massage Therapist - Massage Therapy
Heritage College
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