Summary
Overview
Work History
Education
Skills
Work Availability
Timeline
Intern

Mandi Sullins

North Richland Hills,TX

Summary

Dynamic Customer Experience Manager with a proven track record at Meison, enhancing customer satisfaction and retention through expert problem-solving and adaptability. A natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Skilled in Gorgias and cross-functional collaboration, I led initiatives that increased retained revenue for returns by 20%. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.

Overview

18
18
years of professional experience

Work History

Customer Experience Manager

Meison
07.2013 - Current
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Built customer relationships by responding to inquiries, identifying and assessing personal needs, resolving problems, and following up with solutions.
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
  • Led a return initiative to save the company over $300k and up the retained revenue 20% in one quarter
  • Performed duties and provided service in accordance with established operating procedures and company policies.
  • Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
  • Developed new employees and on-going performance assessment of current employees.
  • Continually maintained and improved company's reputation and positive image in markets served.
  • Captured new customers by optimizing business strategies and launching products to diversify offerings.


Collections Agent, Business Division

CGI
07.2012 - 03.2013
  • Processed payments and applied to customer balances.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Counseled debtors on payment options and arranged installment agreements.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Persistently reached out to customers with extremely past due accounts to recover lost revenue.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Listened to customers and negotiated solutions that met creditor and debtor needs.

Education

Bachelor of Science - Psycology

Sam Houston State University
Huntsville, TX
12-2011

Skills

  • Program improvement
  • Retention management
  • Training programs
  • Customer feedback management
  • Complex Problem-solving
  • Adaptability and flexibility
  • Active listening
  • Decision-making
  • Cross-functional collaboration
  • Account management
  • Proficient in Gorgias
  • Proficient in Netsuite
  • Proficient in Shopify

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Customer Experience Manager

Meison
07.2013 - Current

Collections Agent, Business Division

CGI
07.2012 - 03.2013

Bachelor of Science - Psycology

Sam Houston State University
Mandi Sullins