Suzann Gehris
suemya1@hotmail.com 480-286-7951
Reading,Pennsylvania
Summary
Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level. Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations. Enhance team performance and maximize customer satisfaction by strategically managing calls and implementing process improvements. Talented leader offering top-notch abilities in program management, interpersonal communication and administrative oversight. Successful at training and mentoring employees to promote culture of collaboration and continuous improvement.
Overview
15
15
years of professional experience
Work History
Customer Service Manager
American Pacesetters
Mesa, AZ
07.2010 - 07.2015
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Kept accurate records to document customer service actions and discussions.
- Took ownership of customer issues and followed problems through to resolution.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Resolved concerns with products or services to help with retention and drive sales.
- Monitored customer service operations to assess agent performance and provide feedback.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
Customer Service Representative
National Recovery Center For Ford Motor Credit
Mesa, AZ
02.1998 - 06.2008
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Processed customer adjustments to maintain financial accounts.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Cross-trained and backed up other customer service managers.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Increased efficiency and team productivity by promoting operational best practices.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time and productivity.
- Cross-trained and provided backup support for organizational leadership.
Education
High School Diploma -
Reading Senior High School
Reading, PASkills
- Call Center Operations
- Technical Proficiency
- Scheduling and Coordinating
- Leading Team Meetings
- Issue Resolution
- Policy Enforcement
- Performance Tracking and Evaluations
- Positive and Constructive Feedback
- Workflow Management
- Work Prioritization
- Verbal and Written Communication
- Employee Coaching and Motivation
- Time Management
- One Call Resolution
- Administration and Reporting
- Handling Escalations
- Personnel Training and Development
- Employee Performance Reviews
- Call Monitoring
- Maximizing Coverage
- Employee Scheduling
- Job Assignments
- Turnover Minimization
- Special Assignments
- Satisfaction Surveys
- New Hire Training
- Job and Task Observation
- Interdepartmental Collaboration
- Quality Assurance
- Negotiation and Conflict Resolution
- Quality Improvement Initiatives
- Managing Production Teams
- Team Contribution
- Customer Experience Management
- Advising and Coaching
- Monthly Inventory
- Leadership
Accomplishments
As Customer Service Team Manager, we ranked the # 1 team for 18 consecutive months
Timeline
Customer Service Manager
American Pacesetters
07.2010 - 07.2015
Customer Service Representative
National Recovery Center For Ford Motor Credit
02.1998 - 06.2008
High School Diploma -
Reading Senior High School