Renee Cloutier
Phoenix,AZ
Summary
Goal-oriented team manager commended for first-rate leadership, communication and multitasking abilities. Well-versed in implementing team objectives and goals and mediating interpersonal issues. Offering several years of hands-on experience overseeing daily operations and guiding team members toward achieving goals. With excellent customer service skills, and proficient computer skills.
Overview
7
7
years of professional experience
Work History
Team Manager
Valor Global
Phoenix, AZ
01.2022 - 07.2024
- Cultivated positive, productive team environments, resolving conflicts quickly.
- Facilitated meetings to communicate team performance goals and results.
- Established team priorities, maintained schedules, and monitored performance.
- Drove performance of staff by creating incentives and a positive work atmosphere, and administering recognition and rewards programs.
- Evaluated employee performance and coached team members, increasing quality of work and employee motivation.
- Prepared reports detailing staff performance metrics such as productivity levels or customer satisfaction ratings.
- Conducted regular meetings with staff to discuss progress on projects, provide updates on changes in policy or procedure, and address any issues that need to be addressed.
- Developed and implemented strategies to improve team performance.
- Established effective communication channels between the client and agents to ensure information is shared accurately and efficiently.
- Ensured adherence to company policies, procedures, regulations and laws while maintaining an ethical workplace culture.
- Set objectives for teams based on organizational goals; monitored performance against targets; provided feedback and took corrective action when needed, and identified areas of improvement and development.
- Recognized and rewarded team and individual achievements, boosting morale and motivation.
Tier Two Customer Service Representative
Valor Global
Phoenix, AZ
11.2020 - 01.2022
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Investigated and resolved customer inquiries and complaints quickly.
- Implemented and developed customer service training processes.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Exhibited high energy and professionalism when dealing with clients and staff.
Customer Service Representative
Valor Global
Phoenix, AZ
04.2018 - 11.2020
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Responded to customer calls and emails to answer questions about products and services.
Server
The Keg Steakhouse & Bar
Tempe, AZ
02.2017 - 04.2018
- Served food and beverages promptly with focused attention to customer needs.
- Answered customers' questions, recommended items, and recorded order information.
Education
Mathematics
Arizona State University
Tempe, AZ12.2014
Skills
- Time Management
- Active Listening
- Excellent Communication Skills
- Staff Development
- Operational Excellence
- Meeting facilitation
- Process Improvement
- Customer Service
- Training and Development
- Performance Evaluations
- Problem-solving abilities
- Computer Skills
- Customer Relationship Management
- Team Management
- Excellent Organizational Skills
- Data-driven decision-making
- Staff Management
- Client Relationship Management
- Performance Coaching
Timeline
Team Manager
Valor Global
01.2022 - 07.2024
Tier Two Customer Service Representative
Valor Global
11.2020 - 01.2022
Customer Service Representative
Valor Global
04.2018 - 11.2020
Server
The Keg Steakhouse & Bar
02.2017 - 04.2018
Mathematics
Arizona State University
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