Mia Bell
Summary
Highly disciplined and customer-centric Customer Support team lead with 5 years of startup experience. Skilled in delivering a world-class customer experience, leading teams, setting performance goals, and resolving complex issues. Seeking a challenging role to leverage my skills and contribute to delivering exceptional customer support.
Overview
11
11
years of professional experience
Work History
Senior Customer Support Specialist
Social Sales Lab
Orlando, FL
07.2021 - Current
- Achieved customer service excellence and established an employee-focused culture by training, mentoring, and setting objectives for customer service staff and providing timely feedback on the quality of service and productivity metrics.
- Oversaw daily operations of the customer service department, ensuring quality customer service and a 100% compliance with customer service standards.
- Recruited,trained, and managed a team of 8 customer service agents, resulting in a 65% decrease in customer complaints and a 75% increase in customer retention rates.
Customer Support Team Lead
Car Carrier Network
Orlando, FL
03.2018 - 06.2021
- Troubleshot issues escalated by first and second level support, which included outbound contact with customers to gather additional information and provide resolutions.
- Partnered with the Product/Engineering team for suggested product & process enhancements for known issues or high-volume requests
- Monitored and analyzed customer service metrics to identify areas for improvement
Customer Service Associate
Publix Supermarkets
Deltona, FL
06.2013 - 05.2018
- Delivered high level of customer service to patrons using active listening and engagement skills.
- Assisted with training new cashiers and customer service team members to increase speed of onboarding.
- Operated cash register or POS system to receive payment by cash, check and credit card.
Education
Bachelor of Business Administration
Daytona State College
Daytona Beach, FL05.2020
Skills
- Excellent communication, negotiation and interpersonal skills
- 5 Years in startup environment
- Highly proficient in Zendesk, Salesforce & Monday CRM's
- Ability to motivate staff and improve customer satisfaction
- Proficient in developing and monitoring customer service metrics
Timeline
Senior Customer Support Specialist
Social Sales Lab
07.2021 - Current
Customer Support Team Lead
Car Carrier Network
03.2018 - 06.2021
Customer Service Associate
Publix Supermarkets
06.2013 - 05.2018
Bachelor of Business Administration
Daytona State College
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