AJenette Roper
Hartford,CT
Summary
Dynamic Customer Support Team Lead at ConnectiCare with a proven track record in enhancing customer satisfaction and streamlining operations. Skilled in team management and escalation handling, I developed impactful training programs and implemented process improvements, resulting in reduced response times and a motivated workforce. Committed to fostering collaboration and driving strategic enhancements.
Overview
12
12
years of professional experience
Work History
Customer Support Team Lead
ConnectiCare
03.2014 - Current
- Led customer support team in resolving complex issues and enhancing customer satisfaction.
- Developed training programs for new staff, improving onboarding efficiency and knowledge retention.
- Implemented process improvements that streamlined operations and reduced response times across the team.
- Analyzed customer feedback to identify trends, driving strategic enhancements to support services.
- Coordinated cross-functional collaboration to address escalated concerns, fostering a unified approach to problem-solving.
- Monitored team performance metrics, providing coaching and support to ensure consistent service delivery.
- Facilitated regular team meetings to discuss challenges and share best practices, promoting a culture of continuous improvement.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Streamlined support processes for improved efficiency and reduced response times.
- Devised strategies for handling high call volumes during peak periods, maintaining exceptional service levels under pressure.
- Championed a positive work environment that encouraged employee motivation, engagement, and retention.
- Managed scheduling and resource allocation, optimizing team capacity during peak demand periods.
- Actively participated in company-wide initiatives aimed at enhancing overall customer satisfaction across multiple touchpoints.
- Mentored new hires for seamless integration into the customer support team.
- Collaborated with cross-functional teams to address customer needs and improve overall experience.
- Implemented effective escalation procedures to promptly address urgent or complex customer concerns.
- Participated in hiring processes for new team members, selecting candidates who aligned with company values and culture.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
Education
High School Diploma -
Zachary High School
Zachary, LAGeneral Studies
Southern University And A&M College
Baton Rouge, LASkills
- Team management
- Escalation handling
- Policy enforcement
- Feedback delivery
- Client relationship building
- Customer relations
- Training and mentoring
- Team building
- Training and coaching
- Customer education
- Training programs
- Research and due diligence
- Service issue resolution
- Teamwork
- Problem-solving
- Multitasking Abilities
- Excellent communication
- Organizational skills
- Team leadership
- Employee supervision
- Handling complaints
- Leadership development
- Self motivation
- Coaching and mentoring
- Office management
Accomplishments
- Supervised team of 15 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Timeline
Customer Support Team Lead
ConnectiCare
03.2014 - Current
High School Diploma -
Zachary High School
General Studies
Southern University And A&M College