Mark Leonard
Jesup
Summary
Experienced Customer Service Supervisor bringing 20+ years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset.
Overview
21
21
years of professional experience
Work History
Supervisor of Customer Care
Cxperts
07.2004 - Current
- Enhanced customer satisfaction by implementing effective customer care strategies and streamlining communication channels.
- Nurtured strong relationships with key clients, regularly meeting to discuss their needs and gather valuable feedback.
- Conducted regular team meetings to review performance indicators, address challenges, and celebrate successes.
- Managed escalated complaints efficiently, ensuring timely resolutions and maintaining positive client relationships.
- Developed comprehensive training programs for the customer care team, resulting in improved service quality and faster resolution times.
- Established performance metrics for the customer care team, driving accountability and consistent service delivery.
- Closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Education
High School Diploma -
Wayne County High Scool
Jesup06-1996
Skills
- Customer service background
- Reliability
- Data entry
- Documentation and reporting
- Quality assurance
- Performance improvement
- Call center operations
- Employee monitoring
Timeline
Supervisor of Customer Care
Cxperts
07.2004 - Current
High School Diploma -
Wayne County High Scool
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