Savannah Smith
Longmont
Summary
Encouraging leader and analytical problem-solver with talents for team building, motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
11
11
years of professional experience
Work History
Customer Service Manager
Xero Shoes
01.2022 - Current
- Advocate for a team of up to 18 individuals and customers within Xero Shoes, providing clear direction, support, and guidance to the Customer Service Team while fostering a customer-centric culture
- Directly manage team leads, cover for the Customer Experience Manager, oversee recruitment and implement performance management strategies, including KPIs and improvement plans
- Develop and coordinate training programs, ensure ongoing development, oversee quality assurance, analyze feedback, and manage escalations
- Demonstrate strong leadership, communication, coaching, and analytical skills with a proven background in customer service management and process improvement
Assistant Customer Service Manager
Xero Shoes
01.2020 - 01.2022
- Created a weekly schedule for up to 18 employees
- Handled BBB and payment disputes
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Collaborated with fellow managers to identify areas of improvement for overall customer service operations.
- Assisted in training new hires on company policies, procedures, and software systems to ensure seamless integration into the team.
Customer Service Representative
Xero Shoes
01.2018 - 01.2020
- Handled incoming calls and emails
- Assisted with real-time chats
- Analyzed and responded to reviews through Stamped and Amazon
Server and Supervisor
St. Julien Hotel and Spa (Jill’s Restaurant and Banquets)
01.2013 - 01.2018
- Facilitated and delegated a crew of 15 employees
- Money handling
- Prepared and implemented training/ Forbes Preferred standard manuals for each position of Jill’s Restaurant
Education
Fairview High School
Skills
- Time Management
- Training and Mentoring
- Decision-Making
- Customer Service
- Team Building
- Personnel Improvement Planning
Accomplishments
- 5+ years of management experience
- TIPS training course
Proficiencies
Familiar with computer programs
- Richpanel
- Woocommerce
- AfterShip
- Helpscout
- Various POS systems
- Microsoft Word
- Microsoft Excel
Timeline
Customer Service Manager
Xero Shoes
01.2022 - Current
Assistant Customer Service Manager
Xero Shoes
01.2020 - 01.2022
Customer Service Representative
Xero Shoes
01.2018 - 01.2020
Server and Supervisor
St. Julien Hotel and Spa (Jill’s Restaurant and Banquets)
01.2013 - 01.2018
Fairview High School
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