Louis Wilson JR
Kansas City,Missouri
Summary
Accomplished Customer Service Manager with a proven track record at LMC TRUCK, enhancing workflow management and talent development. Spearheaded quality assurance initiatives, boosting customer retention by 30%. Expert in training and mentoring, with a knack for implementing process improvements and enforcing policies to elevate service standards and operational efficiency.
Overview
30
30
years of professional experience
Work History
Customer Service Manager
LMC TRUCK
08.2016 - 06.2024
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Customer Service Supervisor
Time Warner Cable
03.2005 - 02.2016
- Created customer support strategies to increase customer retention.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Coached employees through day-to-day work and complex problems.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Researched and corrected customer concerns to promote company loyalty.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
PAPER MILL
United States Gypsum, USG
05.1994 - 01.2005
- Loaded and unloaded sheet rock paper rolls at distribution center.
- Integrated specialized attachments to machines to complete custom orders and projects.
- Evaluated final products to verify compliance with work orders and detect defects.
- Managed time efficiently in order to complete all tasks within deadlines.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Demonstrated leadership skills in managing projects from concept to completion.
Education
Associate of Science - COMPUTER PROGRMMING AND INFORMATION TECHNOLOGY
Pinnacle Career Institute
Kansas City, MO05.2006
Skills
- Quality Assurance
- Schedule Coordination
- Call Center Operations
- Workflow Management
- Training and mentoring
- Staffing coordination
- Call Monitoring
- Talent Development
- Policy Enforcement
- Process improvement specialist
- Cash Handling
Timeline
Customer Service Manager
LMC TRUCK
08.2016 - 06.2024
Customer Service Supervisor
Time Warner Cable
03.2005 - 02.2016
PAPER MILL
United States Gypsum, USG
05.1994 - 01.2005
Associate of Science - COMPUTER PROGRMMING AND INFORMATION TECHNOLOGY
Pinnacle Career Institute
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