Michelle Lappie
Springfield,MA
Summary
Accomplished Service Leader with a proven track record at Biglots, enhancing team productivity and customer satisfaction through exceptional communication and team management. Expert in coaching and mentoring, with a knack for identifying upselling opportunities, significantly contributing to sales revenue. Skilled in resolving complex issues, ensuring client trust and loyalty.
Overview
4
4
years of professional experience
Work History
Service Leader
Biglots
06.2020 - Current
- Handled escalated customer complaints professionally, resolving situations in a manner that satisfied both parties whenever possible.
- Promoted teamwork within the department, leading to improved collaboration and greater overall effectiveness.
- Mentored junior team members in best practices for excellent customer service delivery, cultivating a culture of continuous improvement and growth.
- Established a high level of trust with clients by consistently delivering on commitments and maintaining open lines of communication.
- Collaborated with other departments to resolve complex client issues quickly and effectively.
- Managed a team of service representatives, ensuring consistent quality across all interactions.
- Enhanced staff productivity with regular training sessions and performance evaluations.
- Increased customer satisfaction by providing exceptional service and addressing concerns promptly.
- Contributed to increased sales revenue by identifying upselling opportunities during client interactions.
- Trained and supervised team of customer service representatives in providing quality service to customers.
Education
Chicopee Comprehensive High School
Chicopee, MA2010
Skills
- Team Management
- Exceptional communication
- Coaching and Mentoring
- Financial Acumen
- Customer service excellence
Timeline
Service Leader
Biglots
06.2020 - Current
Chicopee Comprehensive High School
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