Tonya Bradsher
Burlington,NC - North Carolina
Summary
Results driven Customer Service Manager with diverse experience in all levels of customer service. My passion is resolving complex issues and enhancing customer satisfaction, while effectively training and mentoring staff. I desire to obtian a positon where my work ethic, experience and skills will combine to meet the challenge of an organization that demands top performance and recognizes acheivment and excellence.
Overview
26
26
years of professional experience
Work History
Customer Service Manager
Vesuvius Inc
Graham, NC
11.2018 - Current
- Monitor staff performance to ensure adherence to policies, procedures and customer service standards.
- Prioritize projects and customer orders making sure goals and expectations are achieved.
- Assist staff with resolving complex and/or escalated customer requests are expedited.
- Investigate customer complaints and deliver prompt resolutions meeting customer satisfaction.
- Responsible for building a solid productive customer service and sales support team.
- Effectively organize, train and evaluate team members ensuring accurate and timely performance.
- Provide coaching, support and guidance for team members, including mentoring.
- Communicated job performance issues with employees, identifying causes and creating plan of action.
- Establish postivie rapport with customers, manager, and customer service team members to maintain a positive and successful work environment.
- Implement departmental policies and standards, in conjunction with management, streamlining internal processes.
Customer Service & Returns Manager
Medi USA
Whitsett, NC
09.1999 - 04.2014
- Resolved customer and sales rep requests, complaints pertaining to orders, returns and shipping.
- Processed orders and RMA requests.
- Responsible for leading and overseeing the customer service and warehouse teams, ensuring accurate productivity and excellent customer service were met daily.
- Monitored, lead and motivated a team of 27 associates.
- Set goals and KPI's for both teams.
- Reviewed customer feedback and complaints to identify areas of improvement on both departments.
- Performed quality assurance checks on calls handled by customer service associates in order to maintaned hgih levels of accuracy.
- Developed policies and procedures related to customer service operations.
- Indentified areas needing improvement and worked with other department managers to execute a plan and implement new processes.
- Investigate and resolved discrepancies between customer orders and actual returns received from customers.
Education
Eastern Alamance
Mebane, NCLeadership and development
Staub Leadership International
Greensboro, NCACC
Haw River, NCSkills
- Customer service
- Team management
- Project management
- Training and development
- Customer relationship management
- Problem solving
- Multitasking Abilities
- Team building
- Process improvement
- Sales support
- Time management
- Detail-oriented
- Systematic
- Trouble-shooting
- Conflict resolution
- Effective communication
- Mentoring
- Team productivity
- Turnover minimization
- Training development
Timeline
Customer Service Manager
Vesuvius Inc
11.2018 - Current
Customer Service & Returns Manager
Medi USA
09.1999 - 04.2014
Eastern Alamance
Leadership and development
Staub Leadership International
ACC
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