MARTI KEEFE
North Fort Myers,USA
Summary
As a On the Job Training, I will be dedicated to hiring top-notch associates and assuring that operations run smoothly. Organized and effective at encouraging staff cooperation and productivity. Personable member of Management who respects and appreciates all associates. Motivates employees using positive reinforcement and creative reward systems. I am driven to apply a strong work ethic and motivational skills to achieve company goals, as well as employee and customer satisfaction. Dedicated employee with more than 3 years with Lynx Services.
Professional customer service leader with strong background in managing teams and driving results. Consistently enhances team collaboration and adapts to changing needs, ensuring reliability and efficiency. Demonstrates exceptional skills in conflict resolution, training, and performance management, contributing to high customer satisfaction and operational success.
Diligent Customer Service Professional with proven ability to lead teams in enhancing customer satisfaction. Demonstrated success in resolving complex issues and streamlining processes. Known for effective communication and team-building skills.
Customer service professional committed to delivering high-quality results. Background includes leadership roles with focus on improving customer experiences and operational efficiency. Emphasizes team collaboration and adaptability to meet changing business needs. Skilled in conflict resolution and process optimization.
Results-oriented candidate known for outstanding communication, customer service and conflict resolution abilities. Focused individual brings diverse management skills and extensive background in wide range of call center functions. Grasps and articulates sensitive and complex situations with diplomacy and ease.
Hardworking Customer Service Representative Supervisor maintains and enhances customer service by delivering systems and procedures and supervising staff. Communicative and responsible team leader builds productive and positive relationships with employees and customers to improve retention and loyalty. Consistently promotes company values and culture through all interactions.
Overview
12
12
years of professional experience
Work History
Customer Service Representative Supervisor
LYNX Services, a Solera Company
03.2020 - Current
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Enhanced customer satisfaction by efficiently addressing and resolving concerns.
- Supervised large teams with guidance, support and direction for high-quality customer care.
- Onboarded and trained customer representatives to meet performance and service goals.
- Implemented company policies and procedures for professional, cohesive customer care.
- Managed high call volume while maintaining exceptional quality standards in line with company expectations.
- Facilitated open lines of communication within the team by holding regular meetings, promoting collaboration, and sharing best practices.
- Conducted regular performance evaluations, providing constructive feedback and recommending targeted development plans for team members.
- Maintained up-to-date records of customer interactions, ensuring data accuracy for reporting and analysis purposes.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Completed bi-weekly payroll for 13 employees.
- Assisted with the company move to work from home of the overnight Shift.
Customer Service Representative Team Lead
LYNX Services, a Solera Company
03.2019 - 03.2020
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Served as a liaison between management and staff, effectively communicating updates on company policies and procedures.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Implemented company policies and procedures for professional, cohesive customer care.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Representative
LYNX Services, a Solera Company
04.2013 - 03.2019
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment
- Accurately documented and resolved customer service issues
- Managed high call volume with tact and professionalism
- Defused volatile customer situations calmly and courteously
- Met or exceeded service and quality standards every review period
- Recipient of multiple positive reviews acknowledging dedication to excellent customer service
- Process invoices from glass retailers for payment
- Made photocopies, and prepared correspondence
- Created new records and added new information to existing records
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Education
High School Diploma - Photography, Early Childhood Education
Wellington Community High School
Wellington, FL01.1997
Skills
- Detail-oriented
- Dependable
- Excellent customer service skills
- Self starter and motivated
- Call center experience
- Data entry
- Performance evaluations
- Employee supervision
- Multitasking and organization
- Staff development and training
- Report writing
- Quality assurance
- Customer service
- Problem-solving abilities
- Excellent communication
- Active listening
Timeline
Customer Service Representative Supervisor
LYNX Services, a Solera Company
03.2020 - Current
Customer Service Representative Team Lead
LYNX Services, a Solera Company
03.2019 - 03.2020
Customer Service Representative
LYNX Services, a Solera Company
04.2013 - 03.2019
High School Diploma - Photography, Early Childhood Education
Wellington Community High School
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