Salia Steward
San Diego,CA
Summary
Dedicated and results-driven Customer Service Manager with 6 years of experience leading high-performing teams to deliver exceptional service and drive customer satisfaction. Proven track record of implementing strategic initiatives to improve efficiency, streamline processes, and exceed performance targets. Skilled in staff development, coaching, and fostering a positive team culture. Passionate about delivering superior customer experiences and adept at navigating complex challenges to achieve business objectives."
Overview
8
8
years of professional experience
1
1
Certification
Work History
Engineer
Department Of The Premier And Cabinet
09.2019 - Current
- Conduct routine inspections and preventative maintenance to ensure equipment reliability and operational readiness.
- Diagnose and troubleshoot mechanical, electrical, and hydraulic systems to identify and resolve issues in a timely manner.
- Manage a team of 6 engineering technicians, providing training, guidance, and supervision to ensure compliance with safety protocols and maintenance procedures.
- Coordinate with other departments, including navigation, communications, and logistics, to support mission objectives and ensure seamless operations.
Customer Service Manager
Urgently Roadside Assistance
07.2016 - 04.2024
- Lead a team of 16 customer service representatives, providing guidance, coaching, and support to ensure excellent service delivery.
- Develop and implement customer service policies, procedures, and standards to enhance efficiency and reduce CTM by 60%.
- Monitor team performance, analyze metrics, and implement strategies to improve customer satisfaction and retention.
- Identify opportunities for process improvement and automation to enhance workforce efficiency.
- Conduct regular training sessions to ensure team members are equipped with the necessary skills and knowledge.
- Prepare reports and presentations for senior management, highlighting key performance indicators and trends.
Education
Associate of Arts - Child Development
Grossmont College
El Cajon, CA06.2025
Skills
- Data analysis and reporting
- Proficiency in workforce management software (eg, Kronos, Workday)
- Strong analytical and problem-solving skills
- Attention to detail and accuracy
- Leadership and team management
Bilingual
- Customer relationship management
- Problem-solving and conflict resolution
- Excellent communication skills
- Process improvement
- Proficiency in CRM software
Accomplishments
- Process Improvement: Implemented Six Sigma process improvement methodology resulting in a 60% reduction in labor costs, leading to annual savings of two million dollars.
- Team Leadership: 6+ years of experience delegating and coaching cross-functional teams.
- Customer Service: Developed and implemented a customer feedback system, resulting in actionable insights and a 13% improvement in Net Promoter Score (NPS).
Languages
Spanish
Professional Working
Certification
- Six Sigma Black Belt Certification - Udemy [2022]
Timeline
Engineer
Department Of The Premier And Cabinet
09.2019 - Current
Customer Service Manager
Urgently Roadside Assistance
07.2016 - 04.2024
Associate of Arts - Child Development
Grossmont College
- Six Sigma Black Belt Certification - Udemy [2022]
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