Lorraine Ditta
Largo,FL
Summary
Talented Customer Service Supervisor with a proven track record of successfully leading team members in high-volume call settings. Extensive knowledge of regulations, file management, and producing professional correspondence for diverse needs. Articulate communicator with strong attention to detail and superior work ethic. Takes charge and delivers executive support while providing effective team leadership to business operations. Skilled in monitoring metrics and maximizing team success in fast-paced Customer Service Center settings. Exhibits strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Known for multitasking, time management, and exceptional customer service abilities. Thrives under pressure and excels at adapting to new situations and challenges to enhance the organizational brand. Highly organized and dependable candidate who successfully manages multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
Work History
Sales Associate
The Good Feet Store
01.2024 - Current
- Engaged with customers to build rapport and loyalty.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Solved customer challenges by offering relevant products and services.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Engaged with customers to effectively build rapport and lasting relationships.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
- Participated in team meetings and training sessions regularly for continuous professional development within the retail industry.
- Collaborated with team members to achieve monthly sales targets.
- Resolved customer complaints with patience and understanding, restoring customer confidence.
- Developed comprehensive product knowledge, enabling effective upselling and cross-selling.
- Collaborated with management team to develop sales strategies and goals, aligning with company objectives.
- Engaged in friendly conversation with customer to better uncover individual needs.
Customer Service Supervisor
CCS Medical
03.2022 - 07.2023
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Provided outstanding service to new and long-standing customers by attending closely to concerns.
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Developed strong customer relationships to encourage repeat business.
- Mentored new employees on procedures and policies to maximize team performance.
Customer Service Associate Team Leader
CCS Medical
01.2021 - 03.2022
- Mentored new employees on procedures and policies to maximize team performance.
- Made outbound calls to obtain account information.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Set up and activated customer accounts.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Customer Service Specialist
CCS Medical
02.2019 - 01.2021
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Improved customer service wait times to mitigate complaints.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Set up and activated customer accounts.
Share Driver
Uber
12.2017 - 11.2018
- Followed all relevant traffic laws and safety regulations.
- Utilized GPS and other navigation tools to plan routes and stay on schedule.
- Maintained professional and friendly demeanor during deliveries to uphold company reputation.
- Delivered goods and products to customer on time and in excellent condition.
Support Analyst
Onshore Outsourcing
01.2015 - 10.2016
- Monitored helpdesk and responded to incoming tickets to address support needs.
- Answered customer support inquiries via specialized ticket tracking platforms.
- Created user accounts and managed access control.
- Supported users with software, hardware and network issues.
- Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Education
Merrimac High School
Gold Coast, AustraliaGED -
University of Missouri - Columbia
Columbia, MOSkills
- Customer Service
- Quality Assurance
- Account Updates
- Issue Resolution
- Performance Management
- Call Monitoring
- Performance Evaluations
- Handling Escalations
- Call Center Operations
- Team Building
- Work Prioritization
- Leading Team Meetings
- Delegating Work
- Team Building and Leadership
- Customer Relations
- Cross-Functional Collaboration
- Employee Scheduling
- Time Management
- Schedule Coordination
- Training and Mentoring
- Workflow Coordination
- Verbal and Written Communication
- MS Office
- New Hire Training
- Workflow Management
- Performance Evaluation
Accomplishments
- Supervised team of 20-30 staff members.
Timeline
Sales Associate
The Good Feet Store
01.2024 - Current
Customer Service Supervisor
CCS Medical
03.2022 - 07.2023
Customer Service Associate Team Leader
CCS Medical
01.2021 - 03.2022
Customer Service Specialist
CCS Medical
02.2019 - 01.2021
Share Driver
Uber
12.2017 - 11.2018
Support Analyst
Onshore Outsourcing
01.2015 - 10.2016
Merrimac High School
GED -
University of Missouri - Columbia
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