Mallory Mannion
Bradenton
Summary
Customer Service Manager with extensive experience in enhancing customer service processes through systematic review of feedback and complaints. Developed a comprehensive knowledge base for team members, improving response accuracy to customer inquiries. Managed escalated issues between customers and internal teams, ensuring effective resolution and adherence to service standards. Implemented strategies that resulted in improved customer satisfaction and streamlined service operations.
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Motivated professional focused on streamlining service procedures and maximizing team productivity. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates superb judgment in balancing customer, employee, and company objectives.
Customer-focused professional with successful several-year career in industry. Dynamic and successful at applying skills in busy environments.
Overview
13
13
years of professional experience
Work History
Customer Service Manager
Tree Bees Tree sevice
Sarasota
01.2020 - 01.2024
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Monitored staff performance to ensure adherence to customer service standards.
- Developed and implemented strategies for providing excellent customer service experience.
- Provided exceptional customer service to ensure customer satisfaction.
- Developed policies and procedures related to customer service operations.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Drafted scripts for agents handling incoming calls so that they can respond accurately and effectively.
- Assisted in developing an effective system for tracking client requests from initial contact through resolution.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Evaluated and authenticated returns, exchanges and voids.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
Smarty Pants Preschool
Family Owned preschool
Bradenton Fl
01.2011 - 07.2017
- Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
- Worked effectively in team environments to make the workplace more productive.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Completed day-to-day duties accurately and efficiently.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Recognized by management for providing exceptional customer service.
Education
Associate of Arts - Ultrasound Technician
State College of Florida
Bradenton, FLSkills
- Customer service
- Knowledge management
- Conflict resolution
- Team leadership
- Process improvement
- Customer feedback analysis
- Communication skills
- Time management
- Interpersonal skills
- Team building
- Deadline oriented
- Adherence to high customer service standards
- Meticulous attention to detail
- Problem-solving
Timeline
Customer Service Manager
Tree Bees Tree sevice
01.2020 - 01.2024
Smarty Pants Preschool
Family Owned preschool
01.2011 - 07.2017
Associate of Arts - Ultrasound Technician
State College of Florida