Sydney Rice
Customer Resource Manager
Smyrna,GA
Summary
Accomplished Supervisor focused on meeting customer expectations and achieving company goals. Drives success by directing high-producing teams while developing lasting employee rapport. Exceptional knowledge of cost-reduction methods and streamlining production processes.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
Solutions Center Supervisor
Support.com WAH (Comcast)
City of Los Angeles, CA
01.2014 - 04.2019
- Set overall vision and provided team leadership.
- Revitalized operational structures and procedures to successfully control turnover and waste, enhance output and boost overall quality.
- Built, managed and coached insourced and outsourced teams.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Provided supportive link between external customers and internal operations.
- Monitored workshop work flow for over 50 employees.
- Evaluated employee performance and coached and trained to improve weak areas.
- Measured effectiveness of customer success by defining operational metrics, tracking systems and reporting to executive team.
- Maintained compliance with company policies, objectives and communication goals.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Consistently met quarterly sales goals and increased customer retention rate year-over-year.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Identified individual employee's unique work styles and adapted management methods.
- Utilized standard operating procedures, effective crew resource management, communication and procedures specified in company operation manual.
New Agent Trainer
Convergys WAH (Comcast)
Cincinnati, OH
03.2012 - 12.2013
- Scheduled and taught in class and online courses to increase learning opportunities.
- Assessed student needs to develop effective training plans.
- Recognized and tapped talented staff to fill key positions and maximize productivity.
- Monitored participant workflow and behaviors throughout training process.
- Tracked attendance and progress against goals for each participant.
- Eliminated process gaps by implementing new methods of standardized training.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Demonstrated use of Erone, X1 platform equipment for agents who either needed more experience with these new programs or missed a previous training session.
- Handled over 30 daily agents, switching between classes flawlessly and maintaining positive attitude.
Customer Service Representative Specialist
West At Home
Omaha, NE
12.2010 - 02.2013
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Recommended products to customers, thoroughly explaining details.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
- Provided onboarding and guidance to other sales representatives to meet sales goals while growing opportunities for cable business.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Bachelor of Science - Computer Engineering Technology
DeVry University
Downers Grove, IL 11.2010 - 06.2014
Skills
Priority management
Strategic planning
Team Building
Training and mentoring
Staff Management
Negotiation
Policy and procedure modification
Payroll and budgeting
Documentation and control
Timeline
Solutions Center Supervisor
Support.com WAH (Comcast)
01.2014 - 04.2019
New Agent Trainer
Convergys WAH (Comcast)
03.2012 - 12.2013
Customer Service Representative Specialist
West At Home
12.2010 - 02.2013
Bachelor of Science - Computer Engineering Technology
DeVry University
11.2010 - 06.2014