Shelly Brandenburg
Charlestown,IN
Summary
Dynamic leader with proven success at Value City Deliveries, enhancing team performance and customer satisfaction through strategic process improvements. Expert in CRM software and motivational leadership, fostering a culture of excellence. Achieved a 20% increase in efficiency by streamlining communication and implementing quality assurance measures. Skilled in problem-solving and relationship building.
Overview
8
8
years of professional experience
Work History
Stay at Home Parent
Self❤️
Charlestown, IN
08.2024 - Current
Customer Service Representative Team Lead
Value City Deliveries
Jeffersonville, IN
04.2020 - 07.2024
- Led team of customer service representatives to enhance service delivery and resolve escalated issues.
- Developed training materials and conducted workshops to improve staff performance and knowledge retention.
- Implemented process improvements that streamlined communication between departments, increasing overall efficiency.
- Monitored team performance metrics, providing feedback to ensure high-quality service and customer satisfaction.
- Collaborated with management to establish best practices for handling customer inquiries and complaints effectively.
- Mentored new hires, fostering a culture of teamwork and continuous improvement within the department.
- Coordinated scheduling and workload distribution among team members to optimize resource utilization and reduce response times.
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
- Improved overall call center performance with effective coaching and feedback to team members.
- Streamlined team efficiency by implementing new procedures for handling customer requests.
- Implemented quality assurance measures to monitor calls and identify areas for improvement within the team''s performance.
S
Revere Plastics Systems
Jeffersonville, IN
08.2018 - 03.2020
- Performed detailed maintenance on equipment, focusing on minimizing downtime and boosting operational efficiency.
- Analyzed production workflows in partnership with team members to identify improvements and ensure consistent output.
- Tracked production metrics to identify inefficiencies and initiate targeted corrective measures.
- Monitored and assessed finished goods for defects, ensuring consistent quality control during all stages of production.
Education
GED -
New Washington High School
New Washington IN05-2004
Skills
Team management
CRM software
Call center experience
Complaint handling
Issue resolution
Skill development
Product knowledge
Customer service analysis
Relationship building
Teamwork
Process improvement
Customer service
Problem-solving
Time management
Attention to detail
Multitasking and organization
Problem-solving abilities
Reliability
Excellent communication
Team leadership
Active listening
Effective communication
Verbal and written communication
Phone and email etiquette
Microsoft office
Handling complaints
Task prioritization
Self motivation
Coaching and mentoring
Scheduling and calendar management
Goal setting
Appointment scheduling
Scheduling
MS office suite
Motivational leadership
Timeline
Stay at Home Parent
Self❤️
08.2024 - Current
Customer Service Representative Team Lead
Value City Deliveries
04.2020 - 07.2024
S
Revere Plastics Systems
08.2018 - 03.2020
GED -
New Washington High School