Steven Collins
Lake Forest,California
Summary
Experienced and encouraging Service Leader with experience in best practice onboarding, coaching, training, and mentoring to create high performing teams that achieve ambitious goals in Customer Service excellence, in a continuous improvement culture. Plan and manage workflows to achieve ambitious short and long-term goals related to excellence in customer satisfaction metrics. Dedicated to apply training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Technical | Customer Support Specialist
ServicePower
Santa Ana, CA
05.2020 - 09.2023
- Mentor and train new hires, help them quickly acclimate to their roles as Technical Customer Support Specialists.
- Create Training Manual for department, provide call monitoring, feedback, and training for new team members
- Provide training, escalated service and technical support using Jira and Zendesk, email, phone and messaging for customers, dealers, contractors, and manufacturers
- Reconcile merchant bank statements, run batches, print and send checks, update merchant Tax IDs and SSNs through IRS and Wells Fargo websites.
Customer Service Manager | Department Manager
Walmart Stores
Laguna Niguel
04.2020 - 05.2021
- Provide comprehensive onboarding, training, coaching, and mentoring for the team, developing their service, technical support capabilities, communication, time management,
- Assess performance to provide constructive coaching, mentorship, and professional development opportunities, ultimately enhancing exceptional service quality.
- Make sure defined clear targets and objectives are communicated to team members
- Managed vendor relationships, ensuring adherence to contractual agreements and performance standards
- Resolved customer complaints and escalations while prioritizing customer satisfaction and loyalty.
Business Consulting
TBP Business Solutions
Irvine, CA
04.2016 - 04.2020
- Provide best practice strategies to clients in hiring, onboarding, coaching, mentoring, talent retention, and improving customer service.
- Coached clients on resolving escalated issue by analyzing root causes, identifying preventative actions, to continuously improve processes
- Help reduce customer complaints through implementing call monitoring procedures, encouraging real-time feedback, mentoring, and targeted training sessions
- Coached vendor management: relationships, negotiations, and strategic selection
Call Center Operations Manager
EGumball
Irvine, CA
09.2013 - 04.2016
- Transformed underperforming call center into a high-performing, efficient operation, achieving a 90% first call resolution rate through new training programs and intranet modules.
- Cultivated service excellence by improving team communication, engagement, coaching, and feedback procedure, resulting in a 93% service score and 89% customer retention rate over a 6-month period.
- Established a culture of continuous improvement, learning, and service excellence, resulting in a 93% service score and maintaining a 91% customer retention rate over a 6-month period.
- Set up QC department to monitor call quality and provide constructive feedback to improve performance, and elevate the customer experience.
- Managed vendor performance, reducing costs, streamlining processes, and improved communication to achieve cost savings.
Education
BS Business Administration / Marketing -
Cal State Northridge/Union Institute
Skills
- Hire, Train, Mentor, Positive Coaching Strategies
- Performance Metric Calibration Adherence
- Zendesk Jira Fuse CRM Teams
- Account Management
- Performance Reviews, 1:1's
- Maximize Employee Engagement
- Call Monitoring Quality Reviews
- Compliance Standards
- Detail oriented
- MS Office
- Ticketing System Experience
- Remote Support
- Technical issues Analysis and Troubleshooting
- Call Center Operations
- Attention to Detail
- Issue and Resolution Tracking
- Project Coordination
- Vendor Management and Coordination
Websites
Certification
- Coaching and Developing Employees
- High Performance Collaboration: Leadership & Teamwork
- Increasing Customer Retention and Loyalty
- SAP / ERP Essential Training
- Improving Your Leadership Communications
- Business KPIs and User Metrics Analysis
- Conflict Resolution in the Workplace - IP
* IP - In Progress
Timeline
Technical | Customer Support Specialist
ServicePower
05.2020 - 09.2023
Customer Service Manager | Department Manager
Walmart Stores
04.2020 - 05.2021
Business Consulting
TBP Business Solutions
04.2016 - 04.2020
Call Center Operations Manager
EGumball
09.2013 - 04.2016
BS Business Administration / Marketing -
Cal State Northridge/Union Institute