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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