Porsche Walker
Easton,PA
Summary
To secure an opportunity fully utilizing Client Service skills, training and strong work ethic while committing to strengthen departmental goals and overall success of the company. Tenacious Client Service Executive with 12 years of successful leadership and management experience. Committed to bettering the client service experience with timely assistance and helpful feedback. Confident and reliable with exceptional interpersonal communication and multitasking abilities. Passionate about creating organizational success.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Care Supervisor
Firstust Bank
08.2022 - Current
- Managed escalated calls professionally, resolving customer concerns in a timely manner while maintaining excellent rapport.
- Conducted regular performance reviews, identifying areas of improvement and initiating corrective action plans as necessary.
- Implemented quality assurance measures to ensure adherence to company standards and policies.
- Monitored compliance risks while adhering to safety protocols.
Client Services Assistant Manager
KERING Group
12.2021 - 08.2022
- Enhanced client satisfaction by promptly addressing inquiries and resolving issues.
- Skillfully managed competing priorities, balancing responsiveness to multiple clients'' needs while maintaining exceptional attention to detail and professionalism.
- Contributed ideas for process improvements during team meetings, leading to increased efficiency within the Client Services department.
- Facilitated regular client meetings to review progress, address concerns, and identify areas for improvement.
CLIENT SERVICE MANAGER
The Real Real
08.2014 - 09.2021
- Maintained high level performances for customer service metrics including call answer rate, call quality, customer service ratings, order accuracy, etc
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team
- Created reports and formatted internal data used to train call center representatives to meet KPI's and to deescalate difficult situations
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
- Managed department call volume of 400 calls per day and coordinated department schedules to maximize coverage during peak hours.
CLIENT SERVICE SENIOR
The Real Real
12.2012 - 08.2016
- Challenged and supported employees in their development and used individuals' capabilities and potential benefit of the team
- Evaluated customer account information to assess current issues and determine potential solutions
- 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.
Education
Associate of Arts - Business Administration & Management
Rutgers University
Newark, NJBusiness Economics - Business Economics
Phoenix University
Phoenix, AZ05.2026
Skills
- Call center
- MS Office
- Training and Development
- Interpersonal Communication
- Customer Relations
- Business Development
- Customer Service Management
Accomplishments
- Collaborated with team of 11 in the development of Client Relations & Magic Training Facilitator.
Affiliations
- The Power of Professional Women
- World Affairs Council of Philadelphia
Certification
- Customer Relations Facilitator of Communico April 2024
Timeline
Customer Care Supervisor
Firstust Bank
08.2022 - Current
Client Services Assistant Manager
KERING Group
12.2021 - 08.2022
CLIENT SERVICE MANAGER
The Real Real
08.2014 - 09.2021
CLIENT SERVICE SENIOR
The Real Real
12.2012 - 08.2016
Associate of Arts - Business Administration & Management
Rutgers University
Business Economics - Business Economics
Phoenix University
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