Mindy Pollidore Padula
Cranford,NJ
Summary
Dynamic Customer Care Manager at AAA Northeast with a proven track record in enhancing operational efficiency and driving team performance. Expert in customer feedback analysis and staffing management, I successfully resolved escalated inquiries and implemented training programs that elevated service standards. Committed to data-driven decision making and fostering a collaborative work environment.
Overview
12
12
years of professional experience
Work History
Customer Care Manager
AAA Northeast
Providence, RI
12.2022 - Current
- Evaluated processes and procedures to enhance operational efficiency.
- Assessed customer feedback to identify service delivery improvement areas.
- Monitored call volumes, adjusting staffing levels to meet demand.
- Trained and mentored new team members, promoting productivity and customer service excellence.
- Analyzed individual and team performance, providing actionable feedback for improvement.
- Recruited, onboarded, and trained new employees to fulfill job requirements.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Led frontline management initiatives aligned with best practices in quality and operational efficiency.
Call Center Supervisor
AAA Northeast
Providence, RI
03.2013 - Current
- Conducted performance reviews for call center staff and documented outcomes.
- Analyzed customer feedback data to identify trends in service issues.
- Resolved escalated customer complaints promptly to enhance satisfaction.
- Maintained accurate records of customer interactions using CRM system.
- Coached team members on metrics to improve consumer experience.
- Facilitated communication among team members to promote a positive work environment.
- Coordinated with IT department to troubleshoot technical issues affecting operations.
- Participated in recruitment and selection for new team members.
Education
High School Diploma -
Mucurapo Senior Secondary
Trinidad And TobagoSkills
- Operational efficiency
- Customer feedback analysis
- Staffing management
- Team training
- Performance evaluation
- Customer inquiry resolution
- Workflow planning
- CRM software
- Technology integration
- Communications management
- Data-driven decision making
Timeline
Customer Care Manager
AAA Northeast
12.2022 - Current
Call Center Supervisor
AAA Northeast
03.2013 - Current
High School Diploma -
Mucurapo Senior Secondary
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