Lydia Springer
Summary
Dynamic Customer Support Manager with a strong history at Cultural Care Au Pair, achieving a 20% reduction in onboarding time and enhancing compliance standards. Skilled in conflict resolution and performance monitoring, delivering exceptional customer experiences through strategic leadership and comprehensive training initiatives. Known for driving operational excellence and maintaining high satisfaction rates. Committed to leveraging expertise to foster continuous improvement within customer support operations.
Overview
11
11
years of professional experience
Work History
Customer Support Manager
Cultural Care Au Pair
Cambridge
10.2022 - Current
- Reduced errors by guaranteeing adherence to Department of State's J-1 visa criteria.
- Implemented efficient training strategies, resulting in a 20% reduction in new hire onboarding time.
- Optimized payment collection process, enhancing reliability of on-time payments.
- Monitored phone calls to provide feedback and coaching.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
Customer Service Manager
Lone Star Art
Tomball
09.2016 - 10.2022
- Directed customer service operations across various online marketplaces, resulting in a 15% boost in satisfaction ratings.
- Streamlined order fulfillment process via BigCommerce and Shopify, reducing processing times by 20%.
- Created and adjusted more than 1,000 items for consumers, securing a consistent customer return.
- Supervised and guided a 10-member customer support team to enhance operational performance.
- Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
- Developed policies and procedures related to customer service operations.
Customer Service and Compliance Specialist
Symplr
Houston
05.2015 - 09.2016
- Resolved a high volume of customer issues within 24 hours, ensuring smooth operations and satisfaction.
- Ensured adherence to safety regulations by managing staff credentials.
- Managed background checks for hospital staff, ensuring 100% compliance, which supported our commitment to safety and regulatory standards
- Verified documentation against compliance standards and communicated deficiencies to resolve issues.
- Coordinated internal compliance review and monitoring activities to ensure adherence to laws and regulations.
- Created detailed reports summarizing the findings from each completed background check.
Head Pastry Chef & Administrative Assistant
La Torretta Lake Resort & Spa
Montgomery
05.2014 - 05.2015
- Developed unique dessert menus that enhanced guest experience.
- Boosted guest satisfaction by improving communication efficiency, leading to enhanced positive feedback.
- Assisted with menu planning by providing creative suggestions based on seasonal produce availability.
- Assessed inventory levels and placed orders to replenish goods before supplies depleted.
- Conducted recipe testing and modification to improve taste and texture of baked goods.
- Collaborated with the executive chef to pair desserts with menu items for optimal dining experience.
Education
Associate of Arts - Culinary Arts & Business
Bob Jones University
Greenville, SC05-2014
Skills
- Customer Experience Management
- Compliance Management
- Leadership Development
- Strong Interpersonal Communication
- Conflict resolution
- Escalation handling
- Performance monitoring
- Employee training
Languages
English
Native/ Bilingual
References
References available upon request.
Timeline
Customer Support Manager
Cultural Care Au Pair
10.2022 - Current
Customer Service Manager
Lone Star Art
09.2016 - 10.2022
Customer Service and Compliance Specialist
Symplr
05.2015 - 09.2016
Head Pastry Chef & Administrative Assistant
La Torretta Lake Resort & Spa
05.2014 - 05.2015
Associate of Arts - Culinary Arts & Business
Bob Jones University
Similar Profiles
Anouk Van BeekAnouk Van Beek
Au Pair at Cultural Care Au Pair, USA - Au PairAu Pair at Cultural Care Au Pair, USA - Au Pair
Zandré Van WykZandré Van Wyk
Au Pair at Cultural Care Au Pair, USA - Au PairAu Pair at Cultural Care Au Pair, USA - Au Pair
Zuziwe Fezeka Sweetness DlaminiZuziwe Fezeka Sweetness Dlamini
Au Pair/babysitter at Cultural Care Au Pair, USA - Au PairAu Pair/babysitter at Cultural Care Au Pair, USA - Au Pair
Lisa CarlssonLisa Carlsson
Au Pair Coordinator at Cultural Care Au Pair, USA - Au PairAu Pair Coordinator at Cultural Care Au Pair, USA - Au Pair
CHIRANJEEVI KBCHIRANJEEVI KB
Customer Support Manager at RemotepassCustomer Support Manager at Remotepass