Theo Wallace
New York,NY
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
8
8
years of professional experience
Work History
Customer Service Executive
Vibrant Emotional Health
01.2023 - Current
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Described product and service details to customers to provide information on benefits and advantages.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Actively listened to customers, handled concerns quickly and resolved major issues from Representatives.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Answered constant flow of customer calls with minimal wait times.
Director of Customer Success
Behavioral Health Services, St. Joseph's Hospital
11.2020 - Current
- Liaised with management teams to develop solutions and accomplish shared objectives.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Built relationships with customers and community to establish long-term business growth.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
Customer Service Manager
NYC Department Of Health And Mental Hygiene
08.2019 - 02.2021
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- 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.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Kept accurate records to document customer service actions and discussions.
- Generated customer satisfaction surveys to analyze results into action plans.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Customer Service Representative
NYC Department Of Health And Mental Hygiene
01.2016 - 12.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed customer service policies and procedures to meet and exceed industry service standards. - Resulted in Promotion .
Education
Master's degree - Social Work
SUNY University at Buffalo
Amherst, NY05.2017
Skills
- Customer Relationship Management
- Account Management
- Customer Needs Assessment
- Payment Management
- Satisfaction Monitoring
- Shipment Tracking
- Company Policy Adherence
- Presentation Skills
- Client Engagement
- Queue Management
- Documentation and Notes
- Appointment Coordination
- Customer Engagement
- Call Control
- Team Collaboration
- Stakeholder Oversight
Timeline
Customer Service Executive
Vibrant Emotional Health
01.2023 - Current
Director of Customer Success
Behavioral Health Services, St. Joseph's Hospital
11.2020 - Current
Customer Service Manager
NYC Department Of Health And Mental Hygiene
08.2019 - 02.2021
Customer Service Representative
NYC Department Of Health And Mental Hygiene
01.2016 - 12.2019
Master's degree - Social Work
SUNY University at Buffalo
Similar Profiles
Aubri DavisAubri Davis
Crisis Counselor at Vibrant Emotional HealthCrisis Counselor at Vibrant Emotional Health
ANDREA PEREDAANDREA PEREDA
Project Manager at Vibrant Emotional HealthProject Manager at Vibrant Emotional Health
Sierra williamsSierra williams
Crisis Counselor at Vibrant Emotional HealthCrisis Counselor at Vibrant Emotional Health
JESSICA AVICHALJESSICA AVICHAL
Quality Improvement Specialist at Vibrant Emotional Health - H2H Contact CenterQuality Improvement Specialist at Vibrant Emotional Health - H2H Contact Center
Norman Trotter IVNorman Trotter IV
Administrator, Participations and Special Projects at Warner Bros. Discovery: Finance, Contract, Reporting & Administration (FCRA)Administrator, Participations and Special Projects at Warner Bros. Discovery: Finance, Contract, Reporting & Administration (FCRA)