Leslie Brake
Modesto,CA
Summary
Experienced Customer Service Supervisor bringing over 30 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
22
22
years of professional experience
Work History
Customer Service Supervisor
Modesto Irrigation District
Modesto, CA
02.2016 - 08.2022
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Coached employees through day-to-day work and complex problems.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Created, prepared, and delivered reports to various departments.
- Hired, managed, developed and trained staff, established and monitored goals and conducted performance reviews
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Kept high average of performance evaluations.
Senior Customer Service Representative
Modesto Irrigation District
Modesto, CA
09.2007 - 02.2016
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Escalated issues to proper supervisors when standard processes were not effective.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Coordinated customer service responses for high-value customers with complex issues as leading representative.
- Processed, scheduled and executed customer orders for new and established customers.
- Responded to customer calls and emails to answer questions about products and services.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Greeted customers and listened closely to problems described to determine solutions.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
Customer Service Representative
Modesto Irrigation District
Modesto, CA
07.2000 - 09.2007
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Handled customer inquiries and suggestions courteously and professionally.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Processed customer service orders promptly to increase customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve the issue.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
Education
Business Administration And Management
Modesto Junior College
Modesto, CA2019
Skills
- Maximizing Coverage
- Interdepartmental Collaboration
- Training Programs
- Workflow Schedules
- Corrective Actions
- Customer Relationship Management
- Contact Management Systems
- Key Performance Indicators (KPIs)
- Information Updates
- Team Meetings
- New Hire Training
- Call Monitoring
- Workflow Coordination
- Customer Escalations
- Talent Allocation
- Microsoft Office
- Motivational Leadership
- Union Negotiations
- Reviewing Resumes
- Evaluate Performance
- Handling Complaints
- Call Center Software
- Leadership and Change Management
- Research and Analysis
- Annual Performance Reviews
- Team Building
- Background in Customer Service
- Training and mentoring
- Documentation and control
- Strategic planning
- Business administration
- Payroll and budgeting
- Credit and collections
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The supernatural is the natural not yet explained.
Elbert Hubbard
Timeline
Customer Service Supervisor
Modesto Irrigation District
02.2016 - 08.2022
Senior Customer Service Representative
Modesto Irrigation District
09.2007 - 02.2016
Customer Service Representative
Modesto Irrigation District
07.2000 - 09.2007
Business Administration And Management
Modesto Junior College
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