Summary
Overview
Work History
Education
Skills
Timeline
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Sibyl Coulter

Madison,AL

Summary

Knowledgeable Program Assistant successful at working in both team-based and self-directed capacities. Driven to maintain smooth operations through knowledgeable and skilled support.

Overview

8
8
years of professional experience

Work History

Customer Support Team Lead

FedEx Ground
11.2023 - Current
  • Enhanced customer satisfaction by resolving 20-30 complex issues daily and providing timely solutions.
  • Streamlined support processes for improved efficiency and reduced response times.
  • Managed a team of eight customer support representatives, ensuring consistent quality in service delivery.
  • Implemented the 2022 training programs to enhance team knowledge and performance, resulting in higher customer satisfaction rates by 34 percent.

Customer Support Specialist

American Airlines
02.2021 - 12.2023
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Streamlined support processes for increased efficiency and reduced response times.
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Collaborated with cross-functional teams to address customer concerns and improve overall service quality.

Program Administrative Assistant

Southern Industries
02.2016 - 02.2022
  • Streamlined office processes 11 % by implementing new administrative procedures and protocols.
  • Increased team efficiency by 25% by managing schedules, organizing meetings, and maintaining accurate records.
  • Supported program goals with thorough research, data analysis, and report generation.
  • Ensured completion of 100% of all projects assigned by effectively prioritizing tasks and delegating responsibilities to team members.

Customer Success Manager

Cricket Wireless
07.2016 - 12.2021
  • Streamlined customer onboarding process for accelerated product adoption and increased retention rates.
  • Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
  • Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
  • Implemented effective communication strategies that fostered long-lasting connections with customers.

Education

Bachelor of Arts - Political Science And Government

Alabama A & M University
Normal, AL
12.2018

Associate of Science - Business Management

Antonelli College - Jackson
Flowood, MS
05.2013

Associate of Science - Nursing

Texarkana College
Texarkana, TX
05.1997

Skills

  • Team Management
  • Policy Enforcement
  • Conflict Resolution
  • Project Management
  • Multitasking
  • Excellent Communication
  • Training and Development
  • Complaint Handling

Timeline

Customer Support Team Lead

FedEx Ground
11.2023 - Current

Customer Support Specialist

American Airlines
02.2021 - 12.2023

Customer Success Manager

Cricket Wireless
07.2016 - 12.2021

Program Administrative Assistant

Southern Industries
02.2016 - 02.2022

Bachelor of Arts - Political Science And Government

Alabama A & M University

Associate of Science - Business Management

Antonelli College - Jackson

Associate of Science - Nursing

Texarkana College

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Sibyl Coulter