Samoya Laing
Customer Service Manager
San Diego,CA
Summary
Goal-oriented Customer Service Manager with [Number] years of experience in leadership roles. Detail-focused and driven to help employees succeed in meeting and exceeding sales goals. Charming salesperson skilled in communication and collaboration for best-in-class service.
Overview
6
6
years of professional experience
Work History
Customer Service Manager
XBK Management
FORT LAUDERDALE, United States
10.2017 - 11.2021
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
- Worked with marketing department to launch and manage promotional activities and campaigns.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Created customer support strategy to increase customer retention.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Monitored customer service operations to assess agent performance and provide feedback.
- Resolved concerns with products or services to help with retention and drive sales.
- Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
Event Coordinator
XBK Management
FORT LAUDERDALE, Florida
01.2018 - 01.2019
- Coordinated schedules and timelines for events.
- Performed event coordination for larger parties and gatherings.
- Solicited feedback from clients to assess event success and uncover opportunities for improvement.
- Liaised with marketing and PR colleagues to promote special events in social calendars.
Customer Service Representative
Cobb Theaters
Daytona Beach, FL
01.2017 - 10.2017
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services and company information.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Recommended products to customers, thoroughly explaining details.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Cross-trained and provided back up for customer service managers.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Sought ways to improve processes and services provided.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
Education
High School Diploma -
Oracabessa High School
Oracabessa St. Mary, Jamaica 05.2015 - 05.2015
High School Diploma -
Mainland High School
Daytona Beach, FL 06.2017 - 06.2017
Skills
Personnel training and development
Staff Management
Customer Relations
Cash Handling
Effective workflow management
Excellent time management skills
Schedule Management
Customer-focused
Skilled trainer
Microsoft Outlook, Word and Excel
Complaint resolution
Training and mentoring
Staff education and training
Team Building
Sales proficiency
Adherence to high customer service standards
Negotiation expert
Exceptional telephone etiquette
Effective problem solver
Sales expertise
Timeline
Event Coordinator
XBK Management
01.2018 - 01.2019
Customer Service Manager
XBK Management
10.2017 - 11.2021
High School Diploma -
Mainland High School
06.2017 - 06.2017
Customer Service Representative
Cobb Theaters
01.2017 - 10.2017
High School Diploma -
Oracabessa High School
05.2015 - 05.2015