Resourceful and customer-centric manager with rich expertise in creating and leading teams to deliver exceptional client service and satisfaction.
Hi, I’m
Lorraine Felice
Denver,CO
Summary
Overview
10
years of professional experience
Work History
Granite Depot
Customer Service Manager
10.2023 - Current
Job overview
- 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.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
Hair Club
Center Manager
10.2022 - 08.2023
Job overview
- Oversee day-to-day operations of 2 centers, ensuring exceptional client service, and driving sales and profitability
- Manage staff, coordinate schedules and appointments, and work closely with stylists to promote hair restoration solutions and services
- Oversaw the recruitment, hiring, and on-boarding processes to ensure a skilled workforce capable of meeting center objectives.
- Promoted a culture of teamwork through effective leadership, open communication channels, and regular team-building activities.
- Collaborated closely with other department managers to align goals, share knowledge, and boost overall center performance.
- Processed payroll for over 12 employees as part of sound human resources and financial management strategies.
GoStudent
Manager, Customer Care
06.2021 - 09.2022
Job overview
- Supervised all customer service operations, ensuring high-quality experiences for every user
- Managed a customer care team of 10 while handling escalating issues, and implemented strategies to increase customer satisfaction and retention in the educational platform
- Developed and implemented customer care policies and procedures to ensure a satisfied customer base
- Handled tough or complex customer issues by analyzing problems to come up with solutions effective in addressing customer complaints
- Analyzed customer care data and statistics to obtain results useful in taking key business decisions
- Maintained proper record of all customer care operations and activities for reference purposes
Parametrics Medical – AATB Accredited Tissue Bank
Director, Customer Service
03.2014 - 05.2021
Job overview
- Responsible for leading and refining the customer service division, with a focus on improving the customer experience and ensuring satisfaction with medical products and services
- Handled team management, developed service strategies, and resolved complex customer issues while maintaining compliance with medical industry standards and regulations
- Steered successful negotiations to improve customer engagement journeys and benchmark service provision against industry regulation strategies in partnership with executive leadership
- Tracked and evaluated KPIs to effectively recognize process improvement opportunities
- Built culture of teamwork through rewards, incentives, and positive reinforcement
- Triggered 5%+ revenue growth by adopting tactics to boost operational efficiency and sales initiatives
- Sourced and exercised inventory management of 400+ products; cut existing inventory period by 20%
- Collaborated with the Quality Department to develop and implement Standard Operating Procedures
- Worked with executive leadership to prioritize strategic objectives, operational process improvements and implementations to achieve annual performance goals
- Regularly called upon to monitor/mitigate client complaints that arise from regulatory changes, unpredictable circumstances, and contract requirements as well as involving the correct department
- Trained and mentored customer service representatives with significant emphasis on compliance with Standard Operating Procedures (SOPs).
Education
Florida Community College
AS Business Administration
University Overview
Skills
- Client Satisfaction and Retention
- Strategic Planning
- Operation Efficiency
- Team Leadership
- Decision Making
- Conflict Resolution
Military Service
Military Service
U. S. Navy, Naval Medical Hospital Corpsman QualificationTimeline
Customer Service Manager
Granite Depot
10.2023 - Current
Center Manager
Hair Club
10.2022 - 08.2023
Manager, Customer Care
GoStudent
06.2021 - 09.2022
Director, Customer Service
Parametrics Medical – AATB Accredited Tissue Bank
03.2014 - 05.2021
Florida Community College
AS Business Administration
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