Joscelyn Ingram
Murfreesboro,TN
Summary
Experienced and customer-focused professional with over 10 years of success in customer service, call center operations, logistics, and team leadership. Proven ability to lead teams, resolve complex customer issues, and streamline processes for efficiency. Strong communicator with a reputation for professionalism, reliability, and building long-term client relationships. Seeking a dynamic role where I can contribute my
leadership and service skills to drive customer satisfaction and operational excellence.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Permobil
10.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Call Center Supervisor
Lee Company
05.2020 - 05.2023
- Led a team of 12 call center agents, overseeing daily operations and ensuring alignment with performance goals and service standards.
- Monitored call quality and provided individualized, constructive feedback to drive continuous performance improvement.
- Trained team members on key performance metrics, effective communication strategies, and consumer behavior identification.
- Developed and implemented process controls and performance metrics for the daily management of the call center.
- Achieved high service levels by proactively monitoring calls and coaching agents on quality, efficiency, and customer engagement.
- Improved customer satisfaction by resolving escalated issues efficiently and delivering prompt, solution-oriented support.
- Collaborated cross-functionally with other departments to ensure smooth coordination and timely resolution of customer concerns.
Warehouse Technician
Nissan Smyrna
01.2018 - 05.2020
- Adhered to safety guidelines consistently, reducing workplace accidents significantly.
- Maintained a clean and organized workspace, facilitating easy access to equipment and materials.
- Collaborated with team members to achieve daily targets and maintain a high level of productivity.
- Reduced shipment errors through meticulous attention to detail and accurate data entry.
Customer Service Manager
Walmart
01.2016 - 12.2019
- Led a team of 15 customer service representatives, promoting a collaborative and customer-focused work environment.
- Reduced complaint volume by proactively identifying root causes and implementing effective, sustainable solutions.
- Supervised team performance, conducted evaluations, and identified training needs to enhance efficiency and reduce process delays.
- Actively listened to customer concerns, provided timely resolutions, and escalated major issues to leadership when necessary.
- Handled complex customer cases by coordinating with multiple internal departments to deliver optimal solutions.
- Partnered with upper management to enhance customer service strategies and improve support systems across the organization.
Education
High School Diploma -
Stewarts Creek High School
Smyrna, TN05.2014
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer Relationship Management (CRM)
- Call Center Operations & Supervision
- Team Training & Development
- Conflict Resolution & De-escalation
- Inventory & Logistics Management
- Quality Assurance
- Microsoft Office & Data Entry
- Performance Reporting & Metric
Timeline
Customer Service Representative
Permobil
10.2023 - Current
Call Center Supervisor
Lee Company
05.2020 - 05.2023
Warehouse Technician
Nissan Smyrna
01.2018 - 05.2020
Customer Service Manager
Walmart
01.2016 - 12.2019
High School Diploma -
Stewarts Creek High School
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