Shayla Fields
Chicago,IL
Overview
22
22
years of professional experience
Work History
Customer Service Manager
Diverse Facility Solutions
Chicago, IL
02.2021 - Current
- Provided exceptional customer service to ensure customer satisfaction.
- Developed and implemented strategies for providing excellent customer service experience.
- Monitored staff performance to ensure adherence to customer service standards.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Developed policies and procedures related to customer service operations.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Evaluated employee job performance and motivated staff to improve productivity.
Customer Service Manager
Professional Business Providers
Chicago, IL
08.2002 - 02.2021
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Delegated work to staff, setting priorities and goals.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Evaluated employee job performance and motivated staff to improve productivity.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Education
High School Diploma -
Randallstown High School
Randallstown, MD06-1993
Skills
- Escalation Handling
- Call Center Management
- Quality Assurance
- Project Management
- Report Preparation
- Regulatory Compliance
- Call Monitoring
- Training and mentoring
- Workflow Management
- Account Management
- Complaint resolution
- Schedule Coordination
- Handling Escalations
- Training programs
- Conflict Management
- Training and coaching
- Team Building and Leadership
- Excellent time management skills
- Problem-Solving
- Skilled multi-tasker
- Performance Evaluations
- New Hire Training
- Product Knowledge
- Focused on customer satisfaction
- Conflict resolution techniques
- Staff Training
- Workforce Management
- Customer-focused
- Decision-Making
- Customer Service
- Customer Relations
- Employee Scheduling
- Time Management
- Superior computer skills
- Relationship Building
- Policy Enforcement
Timeline
Customer Service Manager
Diverse Facility Solutions
02.2021 - Current
Customer Service Manager
Professional Business Providers
08.2002 - 02.2021
High School Diploma -
Randallstown High School
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