Patricia Christian-Bows
Aurora,CO
Summary
Encouraging manager and analytical problem-solver with talents for team collaboration, 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
10
10
years of professional experience
2
2
years of post-secondary education
Work History
Dealer Process Manager
ADT Security
05.2021 - Current
- Improved efficiency and effectiveness of performance and management of processes across department.
- Evaluated corporate business processes to align outcomes with strategic goals and corporate vision.
- Promoted change through positive promotion, benefits demonstration and interactive approach.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Served as in-house “go-to” for all aspects of process and system flows
- Planned, created, tested and deployed onboarding life cycle methodology to produce high quality results to meet company and customer expectations.
Dealer Operations Team Lead
ADT Security
04.2018 - 05.2021
- Motivated and trained employees to maximize team productivity.
- Managed internal operational standards and productivity targets.
- Analyzed department metrics and performance and reported findings to management.
- Encouraged and promoted ideas aligned to business needs and benefits.
- Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships.
- Compiled training materials for new employees and tracked skill development.
- Collected customer feedback and made business adjustments to improve retention and satisfaction.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Developed effective improvement plans in alignment with goals and specifications.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions
Customer Service Representative
ADT Security
09.2013 - 04.2018
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided primary customer support to internal and external customers.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity, managing 50 calls per day.
- Maintained up-to-date knowledge of product and service changes.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Sought ways to improve processes and services provided.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and provided backup support for organizational leadership.
- Cross-trained and backed up other customer service managers.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Handled customer inquiries and suggestions courteously and professionally.
Education
Bachelor of Arts - Communication Studies With Minor in Instructional Design & Technology
Metropolitan State University of Denver
Denver, CO 08.2021 - Current
Skills
- Flexible and Adaptable
- Multitasking
- Self-Directed
- Organizational Skills
- Microsoft Office
- Staff Training
- Client Relations
- Customer Service
- Active Listening
- Training Junior Team Members
- Customer Transactions
- Professional Relationships
- Customer Needs Assessments
Quote
"Not everything that is faced can be changed; but nothing can be changed until it is faced."
James Baldwin
Timeline
Bachelor of Arts - Communication Studies With Minor in Instructional Design & Technology
Metropolitan State University of Denver
08.2021 - Current
Dealer Process Manager
ADT Security
05.2021 - Current
Dealer Operations Team Lead
ADT Security
04.2018 - 05.2021
Customer Service Representative
ADT Security
09.2013 - 04.2018
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