Maia Battle
Lexington,SC
Summary
Experienced Customer Support Supervisor with solid background in managing customer service teams. Strengths include conflict resolution, process improvement and team leadership. In previous roles, delivered high-quality support to clients while driving improvements in customer satisfaction ratings. Applied strong understanding of CRM systems and data analysis to enhance operational efficiency in support departments.
Overview
14
14
years of professional experience
Work History
Remote Customer Support Supervisor
KellyConnect - The Apple Project
06.2024 - Current
- Supervised daily operations of customer support team for Apple products.
- Trained new staff on customer service protocols and product knowledge.
- Analyzed customer feedback to identify common issues and trends.
- Facilitated team meetings to address challenges and share best practices.
- Coordinated with technical support to resolve complex customer inquiries.
- Developed training materials to enhance agent performance and efficiency.
- Ensured adherence to company policies and quality standards in service delivery.
- Ensured compliance with industry standards for data security and privacy regulations.
- Collaborated with other departments to ensure excellent levels of customer satisfaction.
- Developed and implemented strategies to improve customer satisfaction ratings.
- Provided coaching and mentorship opportunities for new hires in the department.
- Performed routine audits of employee records to verify accuracy.
- Implemented procedures to ensure prompt resolution of customer inquiries or complaints.
Remote Customer Service Team Lead
KellyConnect - The Apple Project
05.2015 - 06.2024
- Led customer service team to ensure consistent support and satisfaction.
- Monitored team performance and provided constructive feedback regularly.
- Developed and implemented process improvements for service efficiency.
- Resolved escalated customer issues with effective communication strategies.
- Coordinated schedules to optimize team coverage during peak times.
- Analyzed customer feedback to enhance service delivery methods.
- Facilitated team meetings to discuss goals and share best practices.
- Escalated issues to correct individuals when typical procedures did not achieve resolution.
- Analyzed customer feedback data to identify areas of improvement.
- Volunteered to handle complaints and issues for manager during busy time periods.
- Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
Technical Support & Retention Specialist
Time Warner Cable
West Columbia, SC
10.2011 - 10.2014
- Developed retention strategies to enhance customer loyalty and engagement.
- Analyzed customer feedback to identify trends and improve service delivery.
- Collaborated with cross-functional teams to create targeted communication plans.
- Implemented CRM tools to track customer interactions and preferences.
- Conducted training sessions for staff on effective retention techniques.
- Resolved customer inquiries efficiently to maintain satisfaction levels.
Education
Certificate in Leadership And Management
University of Phoenix
Tempe, AZ06-2024
Skills
- Customer service
- Team leadership
- Employee training
- Performance management
- Process improvement
- Data analysis
Timeline
Remote Customer Support Supervisor
KellyConnect - The Apple Project
06.2024 - Current
Remote Customer Service Team Lead
KellyConnect - The Apple Project
05.2015 - 06.2024
Technical Support & Retention Specialist
Time Warner Cable
10.2011 - 10.2014
Certificate in Leadership And Management
University of Phoenix