Stacy Ann Dakin
Huntington
Summary
Results-orientated Customer service Manager with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements.
Overview
12
12
years of professional experience
Work History
Client Experience Manager
TileBar
09.2023 - Current
- Collaborated with cross-functional teams to ensure seamless integration of client feedback into product development processes.
- Increased customer retention rate through proactive outreach efforts, including regular check-ins and follow-up communications.
- Launched innovative social media campaigns showcasing customer testimonials which enhanced brand image amongst prospective clientele.
- Spearheaded initiatives to improve overall client experience, including staff training and process improvements.
- Oversaw the resolution of complex client issues, earning a reputation for going above and beyond to ensure satisfaction.
- Implemented proactive strategies for anticipating and addressing client concerns, resulting in increased loyalty and repeat business.
- Championed data-driven decision-making by utilizing analytics to identify trends and develop targeted action plans for improvement.
- Evaluated client feedback data to identify areas of improvement and prioritized resources accordingly, resulting in continuous enhancement of the customer experience.
- Liaison with Outsourcing team (In Panama ) to ensure guidelines are followed and the company's culture, policies and guidelines are maintained.
Senior Account Manager
Sutherland Global Services
03.2017 - 09.2022
- Developed, implemented and monitor programs to maximize customer satisfaction
- Manage coach and develop onsite operation managers
- Provided high level product and leadership support to representative and clients
- Effectively communicate with team members to maintain clearly defined expectations
- Develop and implement policies, procedures and process improvement initiatives to improve retention rate and increase customer satisfaction
- Liaison with clients on key KPIs and performance, as well as strategies to mitigate and improve performance.
Senior Team Manager
Sutherland Global Services
02.2015 - 03.2017
- Supervise a group of 20 agents
- Recruited, hiring and training new employees
- Optimized the overall customer experience through up skill and training
- Mentor, coached and training new and existing employees
- Identified inefficiencies and made recommendations for process improvements.
Team Manager
Sutherland Global Services
12.2012 - 02.2015
- Supervise a group of 20 agents
- Recruited, hiring and training new employees
- Optimized the overall customer experience through up skill and training
- Mentored, coached and training new and existing employees
- Identified inefficiencies and made recommendations for process improvements.
Education
Bachelor of Arts - History
University of the West Indies
05.2008
Skills
- Customer service Management
- Recruiting / Hiring
- Training and Development
- Proficient in outlook PowerPoint, words and Excel
- Excellent communication skills
- People Management
- Presentation
Accomplishments
Was successful in implementing numerous Plans to improve performance and teams efficiency.
Awards
- Top Performer, customer service Team 2015
- Platinum Award Sutherland [Leadership} 2016
- Platinum Award Sutherland (Leadership) 2015
- Platinum Award Sutherland (Leadership) 2014
- MVP Digicel (2010)
Timeline
Client Experience Manager
TileBar
09.2023 - Current
Senior Account Manager
Sutherland Global Services
03.2017 - 09.2022
Senior Team Manager
Sutherland Global Services
02.2015 - 03.2017
Team Manager
Sutherland Global Services
12.2012 - 02.2015
Bachelor of Arts - History
University of the West Indies
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