MARGO MCKIVER
SafetyFirst Systems LLC
PATERSON,NJ
18
years of professional experience
Diligent Customer Service Manager with solid background in managing customer service teams and optimizing customer satisfaction. Spearheaded initiatives that improved service quality and response times. Demonstrated leadership and conflict resolution skills in high-pressure environments.
Work History
Senior Account Manager
8 Years 10 Months- Developed and executed strategic account plans aligning with client objectives and company goals.
- Analyzed market trends to identify opportunities for growth and improve service offerings for fleet safety.
- Established key performance indicators to measure account performance and inform strategic decisions.
- Developed long-lasting client relationships by providing exceptional customer service and support for accounts including Autozone, Davey Tree, Otis Elevator, Bartlett Tree, UES and others.
- Enhanced communication between departments for more effective problem-solving and collaboration.
- Provided valuable input during product development discussions, ensuring alignment with customer needs and expectations.
- Streamlined account management processes, improving overall efficiency and productivity.
- Coordinated efforts across teams to ensure seamless delivery of products and services to clients.
Customer Service Manager
8 Years 4 Months- Led customer service team to enhance client satisfaction and loyalty through targeted training programs.
- Implemented feedback mechanisms to identify service gaps and drive continuous improvement initiatives.
- Mentored staff employees on best practices in customer engagement, fostering a culture of excellence in service delivery.
- Developed comprehensive training materials to empower staff in delivering exceptional support experiences consistently.
- Resolved escalated customer complaints a minimum of 30 daily with emails and phone calls while prioritizing customer satisfaction and loyalty.
- Managed a team of 20+ customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Increased team productivity by providing ongoing training and support to customer service representatives for inbound call center 1K calls daily.
Assistant Manager, Customer Service
5 Months- Analyzed customer feedback to identify service improvement opportunities and implement solutions.
- Streamlined communication processes between departments to resolve customer issues swiftly
- Created and maintained effective scheduling and staffing for 20 employees based on optimal coverage during peak hours.
- Mentored junior staff in best practices for handling complex customer inquiries effectively.
- Created a positive work environment for staff members, promoting teamwork and employee morale.
Education
Bachelor of Arts - Business Management
Skills
Client relationship management
Project coordination
Customer relations
Client services oversight
Operations
Staff management
Schedule management
Goal-oriented approach
Customer relationship management
Timeline
Senior Account Manager
SafetyFirst Systems LLC
05.2017 - 03.2026Read More
Customer Service Manager
SafetyFirst Systems LLC
01.2009 - 05.2017Read More
Assistant Manager, Customer Service
SafetyFirst Systems LLC
08.2008 - 01.2009Read More
SUNY At Old Westbury
Bachelor of Arts from Business Management
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