TERENEY SUGGS
Aubrey,TX
Summary
Enthusiastic and dedicated Customer Service manager with a proven track record in enhancing client satisfaction. Passionate about revolutionizing the consumer experience, skilled in multitasking and conflict resolution. Demonstrated success in improving response times, and customer retention. Eager to contribute to a dynamic team focused on delivering exceptional customer support
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Manager
COPS Monitoring
Lewisville, Texas
01.2023 - 01.2025
- Manage an operational team of customer service supervisors, agents and dispatchers managing escalated medical, burglary and refuge alarms
- Lead a team of 15 providing customer service support to over 3 million active accounts, assisting with immediate customer service and resolution
- Decreased customer service response times and manage call handle time in accordance with standard operating procedures
- Evaluate agent performance and productivity by utilizing quality service checks
- Regularly provide quality feedback to help agents improve their performance and meet their goals
- Conduct certification and provide consistent agent feedback through testing and call evaluations
- Walking call center floor offering immediate agent assistance
- Keeping employees engaged and motivated to promote higher agent morale and performance
Guest Service – Team Lead
United Supermarkets
Frisco, Texas
01.2019 - 01.2023
- Create an experience of promoting customer loyalty focusing on customer service interaction and lost & recovery efforts.
- Resolve issues and complaints, and help with returns and exchanges.
- Generate sales, merchandising, signing, pricing, POS operations and loss prevention in adherence to all company policies, and procedures.
- Process cash/ money transactions for customers, including money orders, check cashing, deposits, national and international money wiring.
- Identify customer problems and implement solutions.
Home Health Aide
Right@Home Health Care
Prosper, Texas
01.2021 - 01.2022
- Assist residents with activities of daily living.
- Interpret patient’s treatment plan by adhering to health and safety standards. Communicating patients care plan to health providers.
- Establish communication and professional relationships with clients and encourage patient independence.
- Serve as the liaison between patients and insurance companies while coordinating, validating, and maintaining medical appointments. Documenting and providing daily reports on patients’ health.
Education
Studied Biological Science -
Texas A&M University - Commerce
Commerce, Texas01.2023
Skills
- Excel
- Google Docs
- Word
- CRM software - multi-tasking
- Excellent Phone communicator and mannerism
- Data entry and detailed oriented
- Team Player
- Patient
- Conflict resolution
Certification
Certified Dispatcher/ Customer Service Professional
INTERESTS
Improving customer satisfaction, Interest in interacting with customers and providing solutions to solve problems., Knowledge and Personal, Passionate about personal growth and professional improvement. Enjoy learning new ideas, expanding knowledge and utilizing to advance others.
STRENGTHS
- Team Engagement
- Implemented monthly team building event to encourage agent performance and increase moral
- Conflict Resolution
- Provide second voice support and manage escalated consumers to maintain and preserve positive account status
- Multitasking
- Oversaw staffing for 15-agent call center while maintaining optimal operational efficiency.
Timeline
Customer Service Manager
COPS Monitoring
01.2023 - 01.2025
Home Health Aide
Right@Home Health Care
01.2021 - 01.2022
Guest Service – Team Lead
United Supermarkets
01.2019 - 01.2023
Studied Biological Science -
Texas A&M University - Commerce