PATRICE AMOS
CUSTOMER EXPERINCE MANAGEMENT
Houston,TX
Summary
Dedicated and experienced Customer Service Supervisor with over 15 years of proven expertise in leading customer service operations, team management, and process improvement to deliver exceptional customer experiences. Passionate about fostering customer-centric cultures and driving operational excellence. Strategic thinker adept at managing large teams, developing talent, and implementing innovative solutions to enhance service delivery and customer satisfaction. Exceptional leadership skills recognized for motivating teams to exceed performance goals while maintaining a positive and inclusive work environment. Proficient in resolving escalated customer concerns, designing training programs, and collaborating with cross-functional teams to implement policies that align with organizational objectives.
Overview
15
15
years of professional experience
Work History
Customer Experience Supervisor
Comcast Cable Corporation
12.2017 - 10.2024
- Managed department schedules and ensured adequate staffing levels to meet customer service demands, resulting in a 10% decrease in wait times
- Oversaw the implementation of a new CRM system, training team members to effectively utilize the software, and improving data accuracy by 15%
- Conducted performance evaluations and provided constructive feedback to team members, leading to a 10% increase in employee satisfaction and retention
- Collaborated with the training department to develop and deliver customer service training programs, resulting in a 25% improvement in first-call resolution rates
- Implemented a rewards and recognition program to motivate team members, resulting in a 20% decrease in absenteeism, and a 15% increase in productivity
- Analyzed customer service metrics and trends to identify areas for improvement, implementing strategies that led to a 10% increase in customer retention
- Provided training and coaching to new team members on customer service best practices
Customer Experience Specialist
Comcast Cable Corporation
03.2013 - 07.2017
- Achieved a 95% satisfaction rate while addressing diverse customer concerns across multiple communication channels
- Reduced billing-related complaints by 20% through efficient resolution of discrepancies
- Enhanced customer knowledge, resulting in 15% more upsell opportunities
- Reduced escalations by 25% through collaboration with technical support teams to solve challenging customer problems
- Recorded customer interactions and feedback in CRM system to monitor trends
- Participated in continuous training to expand understanding of product details
- Facilitated ongoing peer training programs for sharing successful techniques
- Facilitated weekly team huddles to align on goals and updates
- Directed the use of specific software to prepare changes in address records
- Evaluated team outcomes against predefined benchmarks and key performance indicators
- Provided support to junior colleagues, enhancing team collaboration
- Successfully resolved conflicts through effective tension management
- Collaborated with senior leadership to tackle and resolve disciplinary challenges
- Managed customer complaints and issues for manager during peak periods
Business Development Coordinator
Fast Train Career College
09.2009 - 02.2012
- Achieved a 65% rise in enrollment through partnerships with Government Workforce One and community organizations
- Boosted lead conversion by 40% through customized outreach initiatives and strategic recruitment improvements
- Increased employment success rates by 25% through the development of robust vendor collaborations
- Elevated student success rates by 30% through the integration of progress tracking and support mechanisms
- Executed promotional strategies leading to a 50% enhancement in prospective student participation
- Optimized admissions workflows, cutting lead response time by 20%
- Increased student placement rates by 15% through a vendor collaboration initiative, connecting graduates to job opportunities
- Performed in-depth competitive analysis to uncover market trends and optimize product positioning, achieving a 20% increase in market share
Education
Bachelor of Science - Business Administration and Management
Western Governors University
Salt Lake City, UT06-2027
High School Diploma -
Long. Island. City High School
Queens, NY06.1985
Skills
Customer Service Supervisor
Team Leadership & Supervision
Performance Metrics & KPIs
Multitasking & Time Management
Customer Satisfaction Enhancement
Customer Retention Strategies
Workflow Optimization
Relationship Building
Service Level Agreements (SLAs)
Budget Management
CRM Systems Management
Conflict Resolution
Employee Engagement
Accomplishments
- Increased customer satisfaction scores by 25% over two years through process optimization and enhanced employee training programs.
- Supervised a team of 15 customer service representatives, reducing employee turnover by 18% by fostering a supportive and inclusive work environment.
- implemented a comprehensive training program that improved team efficiency by 30%, reducing average handling time (AHT) by 15 seconds per call.
- Achieved a 20% reduction in customer complaints by introducing a proactive customer feedback and resolution system.
- Boosted loyalty program enrollment by 35% within 12 months through targeted customer engagement strategies.
- Streamlined service workflows, reducing ticket resolution time by 40%, resulting in faster response times and improved customer satisfaction.
- Played a key role in transitioning to a new CRM platform, ensuring a 98% adoption rate among employees within the first month of implementation.
- Successfully launched a new customer feedback survey program, collecting over 5,000 responses in six months, leading to actionable insights and service enhancements.
Performance Highlights
- Increased customer satisfaction scores by 25% over two years through process optimization and enhanced employee training programs.
- Supervised a team of 15 customer service representatives, reducing employee turnover by 18% by fostering a supportive and inclusive work environment.
- Implemented a comprehensive training program that improved team efficiency by 30%, reducing average handling time (AHT) by 15 seconds per call.
- Achieved a 20% reduction in customer complaints by introducing a proactive customer feedback and resolution system.
- Boosted loyalty program enrollment by 35% within 12 months through targeted customer engagement strategies.
- Streamlined service workflows, reducing ticket resolution time by 40%, resulting in faster response times and improved customer satisfaction.
Languages
English
Native or Bilingual
Timeline
Customer Experience Supervisor
Comcast Cable Corporation
12.2017 - 10.2024
Customer Experience Specialist
Comcast Cable Corporation
03.2013 - 07.2017
Business Development Coordinator
Fast Train Career College
09.2009 - 02.2012
High School Diploma -
Long. Island. City High School
Bachelor of Science - Business Administration and Management
Western Governors University
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