Shantel Mackintosh
Denver,CO
Summary
Hardworking Customer Service Representative Supervisor maintains and enhances customer service by delivering systems and procedures and supervising staff. Communicative and responsible team leader builds productive and positive relationships with employees and customers to improve retention and loyalty. Consistently promotes company values and culture through all interactions.
Overview
11
11
years of professional experience
Work History
Senior Customer Service Supervisor
Shield Companies
06.2018 - Current
- Supervised 5 Customer Service Representatives in providing excellent customer service to callers requiring assist in Pest Control issues.
- Dispatched Technicians to appointments in urgency order.
- Dispatched Technicians to relay messages out in the field to maintain great communication between office and customer.
- Schedule appointments , Create Routes and Schedule all Technicians routes 1 month in advance
- Managed complex transactional and emotional customer situations promptly and professionally while meeting service commitments.
- Answer all inbound calls , make outbound calls to customers'.
- Return all Customer , emails , voicemails , and text messages in a professional manner.
- Increased 40 % sales revenue within Branch.
- Upsell customer's on Mosquito , and Japanese beetle , New accounts,
- Set appointments for additional services , Insulation , Exclusion , Bed Bugs and Roach ,wild life treatments
- Maintain communication on Teams network with all coworkers in state and out of state
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Directed training and retraining of employees to boost performance and enhance business results.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Established and developed strong administrative team by delivering ongoing coaching and motivation and fostering career advancement.
- Answered average of 90 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
Lead CSR
Waste Management
04.2015 - 04.2018
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Recommended products to customers, thoroughly explaining details.
- Cultivated customer loyalty, promoted repeat business and improved sales.
Lead CSR
Lehrers Flowers
01.2013 - 03.2015
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Cross-trained and provided back up for customer service managers.
- Prepared potted plants and bouquets based on customer requirements.
- Consulted with clientele to discuss special occasion floral designs for weddings, funerals and other events.
- Maintained thorough knowledge of needs, characteristics and varieties of flowers and greenery used in shop to inform arrangement decisions and provide information to customers.
- Collaborated closely with customers to create unique designs for bouquets, wreaths and gifts.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Maintained energy and enthusiasm in fast-paced environment.
Education
GED -
North High School
Denver, COSkills
- Upbeat and Positive Personality
- Customer Relationship Management
- Calm and Professional Under Pressure
- Efficient and Detail-Oriented
- Responding to Difficult Customers
- Coordinate Schedules
- Analytical thinking
- Attention to detail
Timeline
Senior Customer Service Supervisor
Shield Companies
06.2018 - Current
Lead CSR
Waste Management
04.2015 - 04.2018
Lead CSR
Lehrers Flowers
01.2013 - 03.2015
GED -
North High School
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