Samantha L Reed
Berkeley
Summary
Dynamic Customer Service Manager with a proven track record at Navy Federal Credit Union, enhancing customer retention through exceptional problem-solving and relationship-building. Skilled in staff management and inter-department collaboration, I implemented quality control measures that significantly improved service standards and customer satisfaction.
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Administrative leader offering experience prioritizing and delegating administrative tasks to drive goal achievement. Proficient in schedule coordination, resource allocation, and office supply inventory management. Dedicated to training and mentoring top talent while cultivating a productive work culture.
Overview
18
18
years of professional experience
Work History
Customer Service Manager
Navy Federal Credit Union
Vacaville, CA
08.2016 - Current
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Followed through with client requests to resolve problems.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
- Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Customer Service Representative Team Lead
Experian Credit Bureau
Costa Mesa, CA
04.2008 - 12.2015
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Optimized scheduling processes to ensure adequate staffing levels during peak hours of operation.
- Collaborated with cross-functional departments to resolve complex customer issues in a timely manner.
- Improved overall call center performance with effective coaching and feedback to team members.
- Fostered a positive work environment that encouraged collaboration and teamwork among employees.
- Increased first call resolution rates, reducing the need for follow-up calls and improving customer satisfaction.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
Education
Associate of Science - Business Administration And Management
San Francisco State University
San Francisco, CA08-2022
Skills
- Collaborative team guidance
- Strong time management abilities
- Staff management
- Inter-department collaboration
- Team building and leadership
- Excellent time management skills
Timeline
Customer Service Manager
Navy Federal Credit Union
08.2016 - Current
Customer Service Representative Team Lead
Experian Credit Bureau
04.2008 - 12.2015
Associate of Science - Business Administration And Management
San Francisco State University