Princiss Woodard
Summary
Results-oriented Customer Service Manager specializing in conflict resolution, team leadership, and process optimization. Delivered substantial improvements in customer satisfaction through strategic complaint resolution and quality assurance initiatives.
Overview
10
10
years of professional experience
Work History
Customer Service Manager
Big Lots
07.2020 - 12.2023
- Managed customer service team to ensure high-quality support and satisfaction.
- Resolved customer complaints effectively, maintaining brand loyalty and trust.
- Coordinated communication between departments to improve service efficiency.
- Facilitated regular team meetings to encourage collaboration and share best practices.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Responded to phone and online customer service requests within the designated turnaround time to improve customer satisfaction ratings.
- Monitored phone calls to provide feedback and coaching.
Customer Service Representative
Kroger
08.2013 - 05.2020
- Resolved customer complaints through effective communication and problem-solving.
- Assisted customers with inquiries and provided product information.
- Collaborated with team members to improve customer service processes.
- Trained new staff on customer service protocols and store policies.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Education
Associate of Science -
Northwest Mississippi Community College
Senatobia, MS05-2018
Skills
- Customer service
- Team leadership
- Conflict resolution
- Process improvement
- Quality assurance
- Customer relationship management
- Problem-solving
- Handling escalations
- Call monitoring
- Call center operations
- MS office
Timeline
Customer Service Manager
Big Lots
07.2020 - 12.2023
Customer Service Representative
Kroger
08.2013 - 05.2020
Associate of Science -
Northwest Mississippi Community College
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