Madalyn Kellum
North Branch,MN
Summary
Results-driven Senior Lead promoting warm, inviting service for increased customer satisfaction and business retention. Thrives in fast-paced environments, ready to improve internal processes for easier cross-functional support. Team player happy to offer new employees advice on best practices for managing demanding workloads without sacrificing service quality.
Overview
10
10
years of professional experience
Work History
Senior Lead CSA
Ecolab
04.2023 - Current
- Served as a primary escalation contact for nuanced customer concerns, diligently resolving to ensure customer satisfaction.
- Developed and conducted regular training sessions for the customer service team relating to communication techniques, product knowledge, and customer conflict resolution.
- Collaborated with cross-divisional teams to address customer feedback and improve overall service.
- Analyzed customer service metrics and provided personalized coaching to agents, improving performance and customer satisfaction.
Senior Customer Service Agent I
Ecolab
08.2021 - 04.2023
- Acted as a point of escalation for complex customer issues and worked to resolve to the customer’s satisfaction.
- Mentored and assisted team members, providing guidance and support to help improve overall team performance.
- Collaborated with other departments to ensure customer needs were being met.
Customer Service Agent I
Ecolab
11.2020 - 08.2021
- Provided exceptional customer service to customers by addressing their questions and concerns in a professional manner.
- Managed and prioritized a high volume of customer inquiries and requests, ensuring that all requests were handled in a timely manner.
- Developed a strong understanding of the company’s products and services and provided customers with accurate and helpful information.
Commercial Cleaner
360 Cleaning
01.2020 - 11.2020
- Cleaned and sanitized offices, restrooms, and common areas, ensuring all areas were cleaned to a high standard.
- Trained new team members on cleaning techniques, safety procedures, and customer service skills.
- Responded to client requests and complaints in a professional and timely manner.
Childcare Assistant
Mini Moose Lodge
06.2014 - 01.2020
- Provided childcare services to a group of children while always ensuring their safety and well-being.
- Developed and implemented age-appropriate activities, games, and crafts that promoted cognitive, social, and physical development.
- Responded to children’s emotional needs, demonstrating empathy, and building positive relationships.
Education
Diploma -
Moose Lake Secondary
Moose Lake, MN05.2016
Skills
- Excellent written and verbal communication skills
- Ability to quickly identify and resolve issues and complaints efficiently
- Proficient time management skills with a mindset to prioritize business needs
- Strong ability to handle multiple tasks simultaneously
Timeline
Senior Lead CSA
Ecolab
04.2023 - Current
Senior Customer Service Agent I
Ecolab
08.2021 - 04.2023
Customer Service Agent I
Ecolab
11.2020 - 08.2021
Commercial Cleaner
360 Cleaning
01.2020 - 11.2020
Childcare Assistant
Mini Moose Lodge
06.2014 - 01.2020
Diploma -
Moose Lake Secondary