Rolexia Wiggins
Zephyrhills,FL
Summary
Dynamic Customer Service Team Lead with a proven track record at Spectrum, enhancing client satisfaction through strategic training and process improvements. Expert in policy enforcement and technical support, I consistently resolved complex issues, driving team performance and achieving recognition for excellence in service delivery.
Professional with comprehensive experience in customer service leadership. Proven track record in driving team performance, resolving issues, and enhancing customer satisfaction. Strong focus on fostering collaboration, adapting to changing needs, and ensuring reliable service delivery. Skilled in conflict resolution, team training, and performance management. Reliable and results-driven with unwavering commitment to excellence.
Overview
6
6
years of professional experience
Work History
Customer Service Team Lead
Spectrum
Tampa, FL
09.2024 - 2025
- Led team of customer service representatives to enhance service delivery and client satisfaction.
- Implemented training programs that improved team performance and product knowledge.
- Analyzed customer feedback to identify trends and drive process improvements.
- Developed standard operating procedures for handling complex customer inquiries efficiently.
- Evaluated representative performance regularly, offering constructive feedback and implementing targeted improvement plans as necessary.
- Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
- Resolved customer service issues using company processes and policies and provided updates to customers.
Customer Service Representative
Coca Cola Beverages Of Florida
Tampa, FL
04.2022 - 09.2024
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Processed orders accurately, ensuring timely delivery and product availability.
- Assisted customers with product selection, providing tailored recommendations for optimal experience.
- Managed inventory levels through systematic tracking, minimizing shortages and overstock situations.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Representative
OneTouch Direct
Tampa, FL
02.2019 - 06.2021
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Delivered comprehensive technical support, resulting in reduced downtime for customers.
- Strengthened client relationships by providing exceptional customer service and support.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Education
GED -
Riverview High School
Skills
- Customer satisfaction
- Policy enforcement
- Professional telephone demeanor
- Quality control
- Interdepartmental communication
- POS systems expert
- Company branding
- Shipping and receiving
- Medical terminology
- Sales expertise
- Strategic sales
- Technical support
Timeline
Customer Service Team Lead
Spectrum
09.2024 - 2025
Customer Service Representative
Coca Cola Beverages Of Florida
04.2022 - 09.2024
Customer Service Representative
OneTouch Direct
02.2019 - 06.2021
GED -
Riverview High School