Renee Forde
Brooklyn,NY
Summary
Strong leader and problem-solver dedicated to streamlining operations to promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
9
9
years of professional experience
Work History
Customer Service Supervisor
National Grid USA
Brooklyn, NY
11.2016 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and solving problems with one call resolution.
- Handled supervisor/escalated calls to quickly resolve customer issues.
- Evaluated account histories to identify trends, using strategies to resolve future issues.
- Investigated and resolved customer inquiries and complaints quickly.
- 3 years experience working alongside Trainers, coaching our new hires on operating procedures and company services needed to perform duties in the call center.
- Provided onboarding and guidance to other customer representatives to meet company and metric goals while growing opportunities for a high paced call center.
- Assisted trainers with new hires payroll.
- Facilitated virtual, in-person and blended learning sessions.
- Assisted trainers and participants to provide logistical and technical support before, during and after learning course.
Office Manager
Digital Pavilion
Brooklyn, NY
10.2015 - 11.2016
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Coached new hires on company processes while managing employees to achieve maximum production.
Education
Not Obtained - Criminal Justice
John Jay College of Criminal Justice of The City University of New York
New York, NY06.2001
Skills
- Great Verbal and Written Communication
- Multitasking and Prioritization
- Professional Under Pressure
- Time Management
- Proficient in CSS and Salesforce
- Adaptive and Creative
- Quick Lerner
Timeline
Customer Service Supervisor
National Grid USA
11.2016 - Current
Office Manager
Digital Pavilion
10.2015 - 11.2016
Not Obtained - Criminal Justice
John Jay College of Criminal Justice of The City University of New York