Natalie Carroll
Riverside,CA
Summary
Seasoned professional with a robust background at Niagara Bottling, LLC, excelling in customer service management and staff development. Demonstrated expertise in metric tracking and conflict resolution, enhancing customer satisfaction and team performance. Achieved significant improvements in service processes and employee skill sets, leveraging talents in CRM and performance evaluations.
Overview
19
19
years of professional experience
Work History
Customer Service Manager
Niagara Bottling, LLC.
Diamond Bar, CA
09.2018 - Current
- Review customer feedback and complaints to identify areas for improvement in customer service processes.
- Monitor employee performance to guarantee both fulfilling service metric targets and adhering to consumer service standards.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Use a team performance dashboard to measure and guarantee that customer concerns are promptly resolved across chat, email, and phone support channels.
- To ensure that all customer service-related processes go without a hitch, collaborate with supply chain groups, as well as other departments, like marketing, sales, and IT.
- Conducted regular meetings with key personnel to discuss project progress and address any issues.
Training and Development Specialist
Niagara Bottling, LLC
Ontario, CA
10.2016 - 08.2018
- Developed and implemented comprehensive training programs to meet organizational objectives.
- Conducted assessments to identify areas of improvement for employees and managers.
- Created instructional materials including manuals, presentations, workbooks, and handouts.
- Delivered technical training sessions for new hires and existing staff members.
- Facilitated workshops designed to improve communication among team members.
Supply Chain Technology Analyst
Niagara Bottling, LLC
Ontario, CA
11.2014 - 09.2016
- Provided technical support to internal teams on various software packages.
- Tested applications for functionality and usability prior to release.
- Maintained existing software systems by identifying errors and bugs in codebase.
- Provided technical guidance during product launches ensuring successful outcomes.
Customer Service Supervisor
Niagara Bottling, LLC
Ontario, CA
04.2006 - 11.2014
- Coached and mentored an 8-person team of customer service professionals.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
Education
High School Diploma -
Colton High School
Colton, CA06-1995
Skills
- Metric tracking
- Research
- Performance evaluations
- Customer service
- Workflow management
- Staff management
- Product knowledge
- Conflict resolution techniques
- Report preparation
- Talent development
- Time management
- Customer relationship management (CRM)
Timeline
Customer Service Manager
Niagara Bottling, LLC.
09.2018 - Current
Training and Development Specialist
Niagara Bottling, LLC
10.2016 - 08.2018
Supply Chain Technology Analyst
Niagara Bottling, LLC
11.2014 - 09.2016
Customer Service Supervisor
Niagara Bottling, LLC
04.2006 - 11.2014
High School Diploma -
Colton High School
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