Nateria Hunter
Customer Care Supervisor
Woodridge,IL
Summary
Client Services Manager providing leadership to Customer Care Supervisor and serving as escalation point for clients and internal departments. Provide senior leadership and internal stakeholders with updates and status reports. Delivers excellent client services while building and maintaining client relationships. Strong people management skills coach, lead and develop employees. Experienced bringing 7 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results
Overview
16
16
years of professional experience
18
18
years of post-secondary education
Work History
Customer Care Supervisor
Conduent Commercial Solutions
Richardson, TX
05.2014 - Current
- Monitored compliance risks while adhering to safety protocols.
- Evaluated interactions between associates and customers to assess personnel performance.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Collaborated with finance department on invoicing accuracy for applicable products, services, software and logistics.
- Established performance and service goals and held associates accountable for individual performance.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Applied best practices in customer service, sales and employee management to exceed organizational goals.
- Developed new employees and on-going performance assessment of current employees.
Customer Service Associate
Comcast
Woodridge, IL
06.2007 - 01.2014
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Informed customers about special promotions and provided detailed information for various products.
- Solved problems with products and services by providing customers with technical support.
- Utilized internal software and tools to meet customer needs and resolved issues promptly.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Increased revenue by cross-selling and upselling products and services.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Education
Associate of Applied Science - Psychology
Joliet Junior College
Joliet, IL 05.2005 - Current
Associate of Applied Science - Psychology
College of DuPage
Glen Ellyn, ILSkills
Training and mentoring
undefinedTimeline
Customer Care Supervisor
Conduent Commercial Solutions
05.2014 - Current
Customer Service Associate
Comcast
06.2007 - 01.2014
Associate of Applied Science - Psychology
Joliet Junior College
05.2005 - Current
Associate of Applied Science - Psychology
College of DuPage
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