Rushelle Hemmings
6+ years of experience in customer relations and team management. I possess a skill set including but not limited to; sales, communication skills, call retention and team leadership.
Developed leadership and team-building skills in dynamic customer service environment, managing diverse teams and resolving complex issues effectively. Excels in communication and conflict resolution, consistently driving improvements in customer satisfaction. Seeking to transition into new field where these transferable skills can be applied to achieve impactful outcomes.
Well-qualified Job Title familiar with skills and abilities needed to succeed. Possessing strengths in task prioritization and customer service. Ready to leverage training and experience to take on new professional challenges.
Work History
Customer Service Representative Team Lead
3 Years 10 Months- Led team to resolve complex customer inquiries, enhancing satisfaction and retention rates.
- Monitored daily operations to ensure compliance with company policies and service standards.
- Trained new representatives on best practices and effective communication strategies.
- Implemented process improvements that streamlined workflows and reduced response times.
- Mentored team members, fostering a supportive environment that encouraged professional growth.
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
- Reduced average handle time by providing ongoing coaching on efficient call handling techniques.
- Led weekly team meetings to discuss performance goals, share best practices, and maintain open communication among team members.
- Increased first call resolution rates, reducing the need for follow-up calls and improving customer satisfaction.
- Analyzed customer feedback to identify trends and recommend actionable solutions.
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.