Hi, I’m
Tabitha Long
Naugatuck,CT
Summary
Experienced Customer Support Manager with six years of expertise as a primary escalation point for clients. Committed to delivering superior customer interactions and mentoring team members for exceptional service. Skilled in analyzing customer data to identify trends and develop rapid solutions.
Overview
18
years of professional experience
Work History
Point Pickup Technologies
Customer Support Manager
10.2022 - 02.2024
Job overview
- Led and managed customer support operations, leveraging CRM tools for streamlined processes, while also developing training sessions and standard operating procedures for the support team.
- Cultivated enduring customer relationships through personalized strategies, seamless communication channels, and CRM implementation for enhanced support quality and efficiency.
- Ensured compliance with company policies among contractors, oversaw payment reconciliation, and provided cross-departmental training on customer service-related matters.
- Enhanced customer satisfaction with effective support policies and procedures, resulting in faster resolution times and increased efficiency through streamlined operations.
Point Pickup Technologies
Senior Assistant Manager
08.2022 - 10.2022
Job overview
- Supported the customer support manager in overseeing day-to-day operations and performed assigned administrative tasks.
- Successfully led the customer support team to achieve enhanced customer satisfaction through efficient processes and procedures, resulting in timely, accurate issue resolution, and proactive communication.
- Directed the quality assurance branch of customer support to ensure service excellence and adherence to standards.
Point Pickup Technologies
Supervisor
06.2022 - 08.2022
Job overview
- Supported customer support staff in addressing inquiries, resolving issues, and handling complaints effectively.
- Administered the quality assurance branch of customer support, overseeing a team of specialists to maintain service standards aligned with management directives and customer feedback.
Point Pickup Technologies
Quality Assurance Specialist
05.2022 - 07.2022
Job overview
- Implemented a systematic approach to document quality issues arising from customer support interactions, facilitating training sessions with constructive feedback to mitigate future errors and enhance overall customer satisfaction.
Point Pickup Technologies
Customer Support Specialist
10.2020 - 05.2022
Job overview
- Interacted with customers and clients through chat or email using an online platform to promptly respond to inquiries, furnish information, and effectively address any issues they may encounter.
Shobha
Customer Service Manager
05.2018 - 04.2020
Job overview
- Oversaw the hiring, onboarding, and training of call center personnel.
- Set objectives for daily operations and coach staff through challenging customer service scenarios.
- Evaluated performance, developed goals and action plans, analyzed call center statistics, and managed time and attendance to optimize efficiency and effectiveness.
NexRep
Sales Specialist
06.2017 - 05.2018
Job overview
- Provided personalized guidance to customers on rotating call schedules, addressing inquiries and concerns effectively.
- Utilized tailored scripts to engage customers and influence product purchases during interactions.
- Maintained accurate transaction records by diligently completing forms and meticulous log-keeping.
Republican American Newspaper
Classified Advisor
12.2013 - 09.2016
Job overview
- Met sales targets by effectively selling Classified advertising to clientele through both inbound and outbound channels, providing expert guidance on ad content, run dates, and rates to optimize advertising campaigns, and utilizing upselling techniques to maximize revenue generation opportunities.
- Increased client portfolio performance through diligent market research and analysis for optimal asset allocation.
- Developed target account lists and prepared contracts.
The McIntrye Group
Business Associate
12.2012 - 12.2013
Job overview
- Delivered diverse temporary business services encompassing business administration, customer service, sales, and clerical duties to meet varied client needs effectively.
LeadQual
Internet Leads Specialist
01.2013 - 05.2013
Job overview
- Managed Internet sales leads for multiple companies, ensuring prompt and professional responses to inquiries.
- Attained sales quotas set by sales managers, meeting defined goals and objectives.
- Scheduled appointments, disclosed sales terms, verified information, updated records, and directed leads to the appropriate company contacts.
Yale New Haven Hospital
Front Desk Receptionist/Administrative Assistant
12.2008 - 01.2010
Job overview
- Delivered efficient and professional front desk services, ensuring customer satisfaction.
- Facilitated new hire orientations and issuance of transportation and parking passes for smooth operations.
- Conducted diverse front desk duties with meticulous attention to detail, including parking registrations, ticketing, data entry, multi-line phone answering, vouchering, receipts and collections, payroll processing, filing, and mail processing.
Burlington Coat Factory
Customer Service Supervisor
10.2008 - 02.2009
Job overview
- Ensured team competency through supervision, training, coaching, feedback, and performance evaluations, enhancing overall productivity.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Acted as backup cashier when required, handling heavy cash transactions and maintaining accurate drawer counts, while upholding a welcoming and customer-friendly atmosphere consistently.
New York Graphic Society
Account Service Representative
10.2008 - 12.2008
Job overview
- Managed company payroll, sales operations, and customer relationships effectively.
- Generated revenue by identifying market potential, conducting forecasting, qualifying leads, and successfully closing sales.
- Improved client satisfaction by efficiently addressing and resolving account-related issues while expanding sales within existing accounts through strategic initiatives and relationship building..
Ecruises
Travel Agent
06.2006 - 08.2007
Job overview
- Elevated client satisfaction through seamless management of reservations and processing payments for transportation and accommodations.
- Conducted thorough consultations to determine specific travel details, including destination, transportation preferences, dates, budget constraints, and accommodation preferences.
- Calculated costs for various travel packages, organized and sold itinerary cruise packages and promotional travel incentives, and provided customers with relevant travel brochures and information.
Education
Post University
Bachelor of Business Administration
Skills
- Leadership
- Training and Development
- Strategic Thinking
- Communication
- Performance Analytics
- Conflict Resolution
- Remote Team Management
- Time and Attendance Management
- Computer Technology
Timeline
Customer Support Manager
Point Pickup Technologies
10.2022 - 02.2024
Senior Assistant Manager
Point Pickup Technologies
08.2022 - 10.2022
Supervisor
Point Pickup Technologies
06.2022 - 08.2022
Quality Assurance Specialist
Point Pickup Technologies
05.2022 - 07.2022
Customer Support Specialist
Point Pickup Technologies
10.2020 - 05.2022
Customer Service Manager
Shobha
05.2018 - 04.2020
Sales Specialist
NexRep
06.2017 - 05.2018
Classified Advisor
Republican American Newspaper
12.2013 - 09.2016
Internet Leads Specialist
LeadQual
01.2013 - 05.2013
Business Associate
The McIntrye Group
12.2012 - 12.2013
Front Desk Receptionist/Administrative Assistant
Yale New Haven Hospital
12.2008 - 01.2010
Customer Service Supervisor
Burlington Coat Factory
10.2008 - 02.2009
Account Service Representative
New York Graphic Society
10.2008 - 12.2008
Travel Agent
Ecruises
06.2006 - 08.2007
Post University
Bachelor of Business Administration
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