Tawana Spratt
Customer Service Manager
Solon,OH
Summary
Goal-oriented Customer Service Manager with 25 years of experience in leadership roles. Detail-focused and driven to help employees succeed in meeting and exceeding sales goals. Charming salesperson skilled in communication and collaboration for best-in-class service. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement. 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.
Overview
4
4
years of professional experience
Work History
Customer Service Manager
Starr Quality Beauty Supply Store
Bedford, OH
02.2018 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Resolved concerns with products or services to help with retention and drive sales.
- 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.
- Monitored customer service operations to assess agent performance and provide feedback.
- Created customer support strategy to increase customer retention.
- Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
- Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Increased regulatory compliance by accurately completing tasks and adhering to safety regulations.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
- Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies.
- Consistently managed [Number]-person staff, effectively resolving issues, which resulted in top ranking out of [Number] teams.
- Created and reviewed invoices to maintain accuracy while working with customers to answer questions and address payment issues.
- Managed department call volume of [Number] calls per day and coordinated department schedules to maximize coverage during peak hours.
- Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status.
Education
High School Diploma -
West Technical School
Cleveland Ohio 06.1986
Skills
- Service Delivery Optimization
- Call Center Operations
- Leading Team Meetings
- Work Prioritization
- Issue Resolution
- Policy Enforcement
- Account Authorizations
- Managing Operations and Efficiency
- Scheduling and Coordinating
- Handling Escalations
- Continuous Improvements
- One Call Resolution
- Workflow Management
Timeline
Customer Service Manager
Starr Quality Beauty Supply Store
02.2018 - Current
High School Diploma -
West Technical School
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