Melvina Corker

Customer Service Manager

Point Blank Enterprises Inc

Pompano Beach, FL

02.2008 - Current

Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
Evaluated employee job performance and motivated staff to improve productivity.
Mediated conflicts between employees and facilitated effective resolutions to disputes.
Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
Conducted training and offered staff development opportunities to decrease process lags.
Evaluated individual and team business performance and identified opportunities for improvement.
Developed policies and procedures related to customer service operations.
Monitored staff performance to ensure adherence to customer service standards.
Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
Set clear expectations and helped employees pursue optimal paths for achieving each target.
Reviewed completed work to verify consistency, quality, and conformance.
Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
Created and managed budgets for travel, training, and team-building activities.
Recruited and trained new employees to meet job requirements.
Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
Conducted regular training sessions for staff on new products, services, and customer service techniques.
Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Interviewed prospective employees and provided input to HR on hiring decisions.
Resolved customer inquiries and complaints requiring management-level escalation.
Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Delivered continuous training to associates to maximize performance and customer relations skills.
Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
Produced thorough, accurate and timely reports of project activities.
Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
Upheld quality control policies and procedures to increase customer satisfaction.
Monitored phone calls to provide feedback and coaching.
Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
Conducted research and reviewed findings to solve customer issues.
Provided exceptional customer service to ensure customer satisfaction.
Led team engagement to assist cross-functional departments and achieve goals.
Drafted scripts for agents handling incoming calls so that they can respond accurately and effectively.
Maintained knowledge of company products and services to promptly resolve complaints and concerns.
Assisted staff with resolving complex customer issues and implementing targeted solutions.
Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Implemented quality control measures to uphold company standards.
Organized team activities to build camaraderie and foster pleasant workplace culture.
Planned and led team meetings to review business results and communicate new and ongoing priorities.
Developed and implemented strategies for providing excellent customer service experience.
Demonstrated excellent communication skills in resolving product and consumer complaints.
Delegated work to staff, setting priorities and goals.
Assigned work and monitored performance of project personnel.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Collaborated closely with team members to achieve project objectives and meet deadlines.
Identified needs of customers promptly and efficiently.
Worked effectively in team environments to make the workplace more productive.
Managed time effectively to ensure tasks were completed on schedule and deadlines were met.

Summary

Overview

Work History

Customer Service Manager

Education

Associate of Science - Paralegal Studies

Bachelor of Science - Business Administration And Management

Skills

Affiliations

Accomplishments

Certification

Languages

Timeline

Customer Service Manager

Associate of Science - Paralegal Studies

Bachelor of Science - Business Administration And Management

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