Porsche Walker
Easton,PA
Summary
Ambitious customer care executive with 10 years of experience, dedicated service contributing to the company's growth and profitability. Excellent communication skills, problem resolution, and positive customer experience. Flexible, decisive leader maintaining service, accountability, and training for fast-paced environments.
Overview
13
13
years of professional experience
Work History
Director of Customer Care
Firstrust Bank
08.2021 - Current
- Established team priorities maintained, schedules and monitored performance.
- Managed senior-level personnel working in marketing and sales capacities.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit by 10%.
Senior Client Service Manager
Gucci KERING Group
09.2018 - 08.2021
- Manage and motivate direct reports to deliver exceptional service: empower the team, and encourage innovative solutions. Identified, designed, implemented and measured programs to improve operational performance, while working with the supply chain to optimize supplier relationships.
- Oversee and develop a team of direct reports who primarily support non-selling and after ales activities at the Client Service Center.
- Implemented and monitored Salesforce/Talk Desk/LUCE/OMNI Enterprise processes to support contractual obligations resulting in increased revenue and client retention.
CLIENT SERVICE MANAGER
The Real Real
08.2016 - 09.2018
- Maintained high level performances for customer service metrics including call answer rate, call quality, customer service ratings, order accuracy, etc.
- Created reports and formatted internal data used to train call center representatives to meet KPI’s (Key Performance Indicator) and to deescalate difficult situations
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
CLIENT SERVICE SENIOR
The Real Real
12.2014 - 08.2016
- Developed, coached, and motivated call center representatives to promote engagement and career development using internal performance processes on site and virtually
- Managed and deescalated high-level account holders relating to commissions, products and services while reporting to upper management to provide resolutions.
- Contacted clients to verify account information and maintain accuracy, resulting in 40% increase in client satisfaction
EXECUTIVE ASSISTANT
Babyland Family Services Inc
10.2010 - 12.2014
- Prepared documents, reports and presentations for executives and board members using advanced software proficiencies.
- Created expense reports, budgets and filing systems for management team.
- Streamlined operations and prioritized tasks, allowing senior staff to increase productivity by 25%.
Education
Associate of Arts - Business Administration & Management
Rutgers University
Newark, NJMaster of Science - Business Economics
Phoenix University
Phoenix, AZSkills
- Call center
- MS Office
- Team Recruiting and Onboarding
- Leadership
- Account Services
- Trained in Salesforce
- CRM
- Adherence to high customer service standards
- Complex Product Knowledge
Timeline
Director of Customer Care
Firstrust Bank
08.2021 - Current
Senior Client Service Manager
Gucci KERING Group
09.2018 - 08.2021
CLIENT SERVICE MANAGER
The Real Real
08.2016 - 09.2018
CLIENT SERVICE SENIOR
The Real Real
12.2014 - 08.2016
EXECUTIVE ASSISTANT
Babyland Family Services Inc
10.2010 - 12.2014
Associate of Arts - Business Administration & Management
Rutgers University
Master of Science - Business Economics
Phoenix University
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