Suzanne Thompson
Swink,CO
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Knowledgeable and dedicated customer service professional with extensive experience in call center customer service and operations industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Emerson Consumer Care Representative II
Elevation Connect
02.2023 - Current
- Efficiently navigated multiple software systems during calls to gather relevant information needed for issue resolution or task completion.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Reduced average call handling time by effectively utilizing knowledge of products and services to resolve issues quickly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed and maintained positive customer relations and coordinated with various functions within company to fulfill customer requests.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Streamlined communication with customers through efficient use of email, chat, and phone support channels.
- Managed high call volume, ensuring each consumer received prompt attention and assistance.
- Developed strong communication and organizational skills through working on group projects.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Vacasa Vacation Rentals
Elevation Connect
03.2022 - 02.2023
- Defined clear targets and objectives and communicated to other team members.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Managed and motivated employees to be productive and engaged in work.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Optimized resource allocation by conducting regular performance evaluations and providing personalized coaching for staff development.
- Accomplished multiple tasks within established timeframes.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established team priorities, maintained schedules and monitored performance.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Learned and adapted quickly to new technology and software applications.
- Skilled at working independently and collaboratively in a team environment.
Team Lead Turnkey Vacation Rentals
Elevation Connect
01.2018 - 03.2022
- Reviewed, implemented and updated company records related to team activities for future reference..
- Evaluated staff performance and provided coaching to address inefficiencies.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Optimized resource allocation by analyzing team member skills and project requirements, resulting in increased efficiency.
- Trained new team members by relaying information on company procedures and safety requirements.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Mentored and guided employees to foster proper completion of assigned duties.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Applied effective time management techniques to meet tight deadlines.
- Passionate about learning and committed to continual improvement.
- Excellent communication skills, both verbal and written.
- Identified issues, analyzed information and provided solutions to problems.
- Skilled at working independently and collaboratively in a team environment.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Onboarded new employees with training and new hire documentation.
- Managed and motivated employees to be productive and engaged in work.
Improved staffing during busy periods by creating employee schedules and monitoring call-outs. - Evaluated employee performance and conveyed constructive feedback to improve skills.
Education
GED -
Tucson College of Business
Tucson, AZ09.1986
Skills
- Understanding Customer Needs
- Problem Resolution
- Calm Under Pressure
- Call Documentation
- Call center experience
- Training development aptitude
- Computer Skills
- Teamwork and Collaboration
- LiveChat Messaging
- Call Metrics
Accomplishments
- Used Microsoft Excel spreadsheets, Microsoft 365 Office, Outlook, and Onedrive, to develop client relations and agent tracking,
- Supervised team of 33 Call Center Agents.
Certification
- Decision making and problem solving Certificate
- Covid Tracking Certificate
- Introduction to Data Analytics
Timeline
Emerson Consumer Care Representative II
Elevation Connect
02.2023 - Current
Vacasa Vacation Rentals
Elevation Connect
03.2022 - 02.2023
Team Lead Turnkey Vacation Rentals
Elevation Connect
01.2018 - 03.2022
GED -
Tucson College of Business
Similar Profiles
Kethlyne PolydoreKethlyne Polydore
Call Center Representative at Elevation ConnectCall Center Representative at Elevation Connect
CRYSTAL LAMERCECRYSTAL LAMERCE
Customer Care at Elevation ConnectCustomer Care at Elevation Connect
Nayomi AllenNayomi Allen
Guest Experience Specialist at Elevation ConnectGuest Experience Specialist at Elevation Connect