Richard Wade
AAA Northern New England
Chesapeake,VA
44
years of professional experience
Results-driven Customer Service and Operations Leader experienced in team management, training, and performance enhancement. Delivered impactful outcomes by cultivating a customer-focused culture and driving team performance, consistently exceeding organizational goals. Focused on fostering collaboration, resolving complex issues, and enhancing customer satisfaction through effective communication and leadership.
Work History
Customer Service Team Manager 2 / Supervisor
4 Years 10 Months- Lead and manage customer service teams ranging from 12 to 30 agents, providing daily direction, coaching, support, and performance oversight.
- Led and managed customer service teams of 12 to 30 agents, providing daily direction and coaching to enhance performance and service quality.
- Drive a strong member-focused service culture while ensuring team performance aligns with organizational goals and expectations.
- Develop, coach, and mentor employees to improve individual performance, customer service skills, and overall team results.
- Identify performance trends and implement coaching strategies and action plans to address opportunities and strengthen results.
- Conduct employee interviews and participate in the selection and hiring process to build high-performing teams.
- Identified performance trends and implemented targeted coaching strategies and action plans to address opportunities and improve outcomes.
- Support employee training and onboarding, helping new team members develop the knowledge and skills necessary for success.
- Handle escalated customer/member concerns and provide solutions while maintaining a high level of service and professionalism.
- Promoted teamwork, accountability, and adaptability while fostering a culture of continuous improvement within the department.
- Recognized for strong leadership and commitment to customer service.
Member Specialist
6 Months- Delivered personalized service and support to AAA members, effectively identifying and addressing their needs to enhance member experience.
- Fostered positive member relationships through professional communication, active listening, and effective problem resolution, contributing to member retention.
- Maintained a strong focus on service quality, accuracy, and customer satisfaction.
- Adapted quickly to learn AAA products, services, and processes, ensuring comprehensive support for members.
Public Safety Telecommunicator
7 Months- Responded to emergency and non-emergency calls, gathering critical information to ensure appropriate response while maintaining professionalism in high-pressure situations.
- Communicated effectively with the public, emergency personnel, and law enforcement to facilitate timely and accurate information exchange.
- Prioritized multiple situations simultaneously while maintaining accuracy and attention to detail.
- Demonstrated strong judgment and composure, utilizing communication and problem-solving skills to address time-sensitive situations.
Customer Service Representative
19 Years 2 Months- Delivered customer service and support to high volume of customers through effective communication and problem resolution, enhancing overall customer experience.
- Facilitated customer assistance with orders, account inquiries, product information, and service-related concerns, ensuring timely and accurate responses.
- Consistently focused on customer satisfaction while meeting established performance and quality expectations.
- Built strong customer relationships through professionalism, empathy, and active listening.
- Recognized with customer service awards for delivering outstanding service and supporting a positive customer experience.
- Adapted to fast-paced, high-volume customer service environment, maintaining composure and focus to meet diverse customer needs.
Store Manager
8 Years 4 Months- Oversaw daily store operations, enhancing customer service, employee performance, and alignment with business objectives.
- Supervised and developed employees, fostering a productive, customer-focused work environment.
- Managed scheduling, training, coaching, and employee performance.
- Addressed customer concerns and resolved issues to maintain customer satisfaction and loyalty.
- Monitored store performance and implemented effective strategies to meet business and customer service goals.
- Demonstrated strong leadership, organization, problem-solving, and decision-making skills.
Assistant Manager
10 Years- Supported daily store operations, enhancing customer service, supervising employees, and achieving business objectives.
- Assisted with daily store operations, customer service, employee supervision, and business objectives.
- Assisted with employee training, scheduling, coaching, and day-to-day performance management.
- Resolved customer concerns, ensuring high standards of customer service and satisfaction.
- Ensured consistent adherence to store policies, procedures, and operational standards.
- Developed strong leadership, communication, organizational, and problem-solving skills that supported advancement into store management.
Education
Bachelor of Science - Business Management
Skills
Customer Service Leadership
Team management
Employee development
Interviewing & Hiring
Training & Onboarding
Performance Management
Performance Reviews
Customer Escalations
Goal & KPI Management
Operational Excellence
Process Improvement
Problem Solving & Decision Making
Employee Engagement
Data Analysis Tools
Customer service excellence
Reporting Tools
Presentation Software
Database Management
Productivity Software
CRM Platforms
Customer Management Systems
Coaching
Service Quality
Customer Relationship Management
Accomplishments
- Customer Service Awards recognizing outstanding customer service performance
- Consistent history of achieving and exceeding team performance goals
- Recognized for leadership, employee development, and commitment to customer/member service
Personal Information
Title: Customer Service Team Manager | Operations & People Leader
Timeline
Customer Service Team Manager 2 / Supervisor
AAA Northern New England
12.2021 - CurrentRead More
Member Specialist
AAA Northern New England
06.2021 - 12.2021Read More
Public Safety Telecommunicator
City of Chesapeake Police Department
06.2020 - 01.2021Read More
Customer Service Representative
QVC
04.2001 - 06.2020Read More
Store Manager
Kerr Drug Store
01.1993 - 05.2001Read More
Assistant Manager
People’s Drug Store
01.1983 - 01.1993Read More
University of Phoenix
Bachelor of Science from Business Management
Read More