Sally Davis
Nevada
Summary
Dynamic Customer Service Manager with a proven track record at TimberBlinds, excelling in quality control and strategic planning. Expert in call center management and employee training, I have successfully enhanced customer satisfaction ratings through effective escalation handling and multi-department collaboration, driving performance improvements and fostering a high-performing team environment.
Overview
21
21
years of professional experience
Work History
Customer Service Manager
TimberBlinds/Custom Brands Group/HD Fabrication
McKinney
06.2004 - 01.2025
- Created reports on customer feedback, complaints, and suggestions for management review.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
- Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Evaluated employee job performance and motivated staff to improve productivity.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Monitored phone calls to provide feedback and coaching.
- Delegated work to staff, setting priorities and goals.
- Created and managed budgets for travel, training, and team-building activities.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Implemented quality control measures to uphold company standards.
- Recruited and trained new employees to meet job requirements.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Interviewed prospective employees and provided input to HR on hiring decisions.
Education
High School Diploma -
Princeton High School
Princeton, TX05-1996
Skills
- Customer service
- Quality control
- Call center management
- Employee training
- Customer relationship management
- Performance evaluation
- Staff management
- Strategic planning
- Multi-department collaboration
- Escalation handling
References
References available upon request.
Timeline
Customer Service Manager
TimberBlinds/Custom Brands Group/HD Fabrication
06.2004 - 01.2025
High School Diploma -
Princeton High School
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