Paige Durlin
Casper,WY
Summary
Proven leader in customer service management at Footprints Floors, adept in utilizing a CRM program and team building, significantly enhanced customer satisfaction through innovative support strategies. Excelled in staff training, mentoring, and administrative support, showcasing exceptional problem-solving and time management skills. Achieved recognition for surpassing performance metrics, underscoring a commitment to excellence and results.
Overview
5
5
years of professional experience
Work History
Customer Service Manager
Footprints Floors
08.2022 - Current
- Continued responsibilities within the "Customer Service Representative" roll along with the following:
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
Customer Service Representative
Footprints Floors
04.2021 - 08.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Utilized advanced software tools like Excel, Outlook, and scheduling-specific platforms to effectively manage comprehensive appointment calendars.
- Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability.
- Optimized workflow by prioritizing tasks based on urgency and productivity.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Administration Assistant
Family Of Christ Child Development Center
03.2019 - 01.2021
- Continued responsibilities within the "Preschool Teacher's Assistant" roll along with the following:
- Executed record filing system to improve document organization and management.
- Safeguarded private information through meticulous record-keeping practices, adhering to company confidentiality policies at all times.
- Demonstrated exceptional adaptability when faced with shifting priorities from management.
- Maintained inventory of office supplies and placed orders.
- Assisted coworkers and staff members with special tasks on daily basis.
Preschool Teacher's Assistant
Family Of Christ Child Development Center
03.2019 - 01.2021
- Maintained tidy and clean classroom consistent with safety and health standards.
- Interacted with children one-on-one and in small groups to enhance and support learning activities.
- Engaged and entertained children through recreational and educational activities.
- Communicated with parents to inform about child's progress and classroom behavior.
- Prepared for lessons by gathering educational materials and setting up equipment.
- Maintained classrooms by disinfecting and sterilizing surfaces and toys.
- Supervised children during in-classroom activities and on playground.
- Took part in professional development workshops to boost skills.
- Prepared reports and maintained administrative records.
Education
Associate of Science - Entrepreneurship
Casper College
Casper, WYHigh School Diploma -
Thomas B. Doherty High School
Colorado Springs, CO05.2013
Skills
- Adherence to high customer service standards
- Problem-Solving
- Microsoft Word, Excel and Access
- Training and mentoring
- Excellent time management skills
- Team Building and Leadership
- Customer Relationship Management (CRM)
- Schedule Management
- Staff Management
- Administrative Support
- Work Prioritization
- Call Center Operations
Timeline
Customer Service Manager
Footprints Floors
08.2022 - Current
Customer Service Representative
Footprints Floors
04.2021 - 08.2022
Administration Assistant
Family Of Christ Child Development Center
03.2019 - 01.2021
Preschool Teacher's Assistant
Family Of Christ Child Development Center
03.2019 - 01.2021
Associate of Science - Entrepreneurship
Casper College
High School Diploma -
Thomas B. Doherty High School
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