Seretha Caldwell
Waukesha,WI
Summary
Enthusiastic individual seeking a dynamic opportunity to utilize skills and experiences, while enhancing professional capabilities and expanding knowledge base.
Overview
12
12
years of professional experience
Work History
Call Center Assistant Manager
Penzeys Spices
07.2019 - Current
- Directed the formulation of performance targets for individuals and teams.
- Oversaw the recruitment, training, and development of call center representatives to enhance customer service and problem resolution capabilities.
- Offered strategic guidance and constructive feedback to staff.
- Anticipated escalations and managed calls as required.
- Developed strategies to streamline procedures and foster staff engagement.
- Evaluated performance through key metrics, including call abandonment and wait times.
- Monitored adherence to attendance policies and operational procedures.
- Communicated critical issues and updates to management.
- Compiled and presented monthly and annual performance reports.
- Complied with all company policies and procedures.
- Managed the returns process efficiently.
- Leveraged Microsoft, Google and excel tools to improve workflow.
- Collaborated with management to establish strategic goals for service excellence.
- Facilitated regular team meetings to promote communication and address challenges effectively.
- Reduced employee turnover rate by providing comprehensive training and fostering a positive work environment.
- Coordinated staffing schedules to maximize coverage during peak hours while minimizing labor costs.
- Served as a liaison between upper management and frontline employees, effectively communicating updates, changes, or concerns from both parties.
- Supported team members during high-volume periods by stepping in to handle calls when necessary, demonstrating strong leadership and commitment to customer service excellence.
- Provided ongoing coaching to staff members, fostering continuous growth and development within the team.
- Collaborated with other department managers to ensure seamless communication between teams and improve overall operations.
- Implemented quality control measures to monitor call handling, ensuring adherence to company standards and policies.
- Managed daily operations of the call center floor, ensuring all systems were functioning properly and technical issues were promptly addressed.
- Optimized call routing strategies, improving overall efficiency and reducing wait times for customers.
- Boosted team productivity by setting clear performance goals and regularly monitoring progress.
- Resolved escalated customer complaints in a timely manner, demonstrating empathy while adhering to company policy guidelines.
Customer Service Representative
Brady Corporation
10.2013 - 02.2017
- Handles each customer interaction, whether phone or email, from start to finish including customer consultation, quotation, order management, and cross-functional collaboration to ensure complete customer satisfaction
- Through training and other learning opportunities, maintain a working knowledge and sufficient technical knowledge for all products of the division, and major product lines for other divisions to properly advise customers
- Identifies the problem and all relevant issues in straightforward situations, assesses each using standard procedures, and makes sound decisions
- Develops relationships with customers and uses product and process knowledge to provide an unrivaled customer experience
- Understands and contributes to company goals, missions, and philosophies as expressed by the customer service manager
- Contributes ideas, decision-making skills and good judgment to achieve objectives
- Objectively resolves customer inquiries and complaints from multiple channels effectively with moderate supervision.
- Customer Support Representative must become proficient in basic Trade Compliance and International Regulations to reduce risk of non-conformance for both the customer and organization
- Provides customers product and service information and identifies application solutions to maintain revenue streams from customer relationships
- Assess customer issues and identify resources and tools in order to provide solid solutions with an emphasis on minimizing customer effort
- Identifies and initiates problem resolution by updating and delegating actions to teammates or leadership and validating completion of delegated actions for all open customer issues
- Accountable to drive goals through individual metrics and a strong understanding of department, team, and individual goals
- Initiates process improvement through collaboration with peers, inter-company departments, and leadership to exceed goals
Education
Certificate - Business
Milwaukee Area Technical College
Milwaukee, WI06.2018
High School Diploma -
Milwaukee High School of The Arts
Milwaukee, WI01.2006
Skills
- Team management
- Employee motivation
- Call center software
- Workforce planning
- Coaching and mentoring
- Staff motivation
- Call monitoring
- Training coordination
- Training management
- Document management
- Report writing
- Information tracking
- Account updating
- Customer service
- Problem-solving
- Attention to detail
- Multitasking Abilities
- Reliability
- Excellent communication
- Organizational skills
- Active listening
- Effective communication
- Goal setting and achievement
- Self motivation
- Product knowledge
- Client relations
- Client relationship management
- Customer relationship management
- Appointment scheduling
Timeline
Call Center Assistant Manager
Penzeys Spices
07.2019 - Current
Customer Service Representative
Brady Corporation
10.2013 - 02.2017
Certificate - Business
Milwaukee Area Technical College
High School Diploma -
Milwaukee High School of The Arts