Nathalie Previlus

Customer Service Manager

Hampton,GA

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

years of professional experience

Work History

Lexis Relocation

Customer Service Manager

06.2009 - 10.2022

Job overview

Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
Answered customer telephone calls promptly to avoid on-hold wait times.
Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Developed documentation and logs of implemented solutions and generated and submitted reports.
Maintained safe work environment and confirmed current compliance with OSHA and other governmental regulations.
Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
Answered average of 200 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.

Education

Atlantic Technical College
Pompano Beach, FL

10.2019

Skills

Positive and Constructive Feedback
Work Prioritization
Administration and Reporting
Workflow Management
Time Management
New Hire Training

Coordinating Service Initiatives
Satisfaction Surveys
Social Media Platforms
Customer Experience Management
Administrative Duties

Languages

Creole/French

Native or Bilingual

Timeline

Customer Service Manager

Lexis Relocation

06.2009 - 10.2022

Atlantic Technical College

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