Silas Wichner
CS Team Lead
Mesa,AZ
Summary
Collaborative leader skilled in managing functional operations and projects related to client/customer satisfaction. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Advanced understanding of organizational strategies, data management, procurement, and emotional literacy. Dedicated to monitoring and morale-building abilities to maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
5
5
years of professional experience
7
7
years of post-secondary education
Work History
Customer Service Representative Team Lead
24-7 Intouch
Mesa, United States
02.2022 - Current
- Supervised daily operations and key performance indicators to maximize international client relations, customer satisfaction, and employee productivity.
- Managed multiple ROTA's and verified coverage of key roles during advisor unavailability.
- Screened individuals applying for role, interviewing, reviewing application documents and running culture fits on prospective advisors.
- Supported advisors by providing training refreshers, mentoring development, delivering resources, as well as identifying and cultivating client partnerships.
- Coordinated team-building activities and celebratory events for advisors and support staff.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
Customer Service Representative Specialist
24-7 Intouch
Mesa, United States
04.2019 - 02.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Handled irate/escalated international customers in fast-paced online WFO/WFH setting in coordination with solid team of 25+ customer service associates.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Provided input and feedback on departmental initiatives, directives and strategies to contribute to project success.
Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Skills
Active Listening
Decision-Making
Interpersonal communication skills
Data analytics proficiency
Written and verbal communication
Analytical and Critical Thinking
G-Suite
Relationship building
Cultural Awareness
Teambuilding
Knowledgeable in Slack
Additional Information
Actively working to gain fluency in Spanish.
Education
No Degree - Applied Linguistics
Ashford University
San Diego, CA 08.2019 - Current
High School Diploma -
Ironwood High School
Glendale, AZ 08.2011 - 05.2015
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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