Toukta Phetsysouk-Parker
Ogden,UT
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
4
4
years of professional experience
1998
1998
years of post-secondary education
Work History
Customer Service Manager
Edge Eyewear Inc.
Layton, Utah
11.2021 - Current
- Managed customer inquiries through phone, email, and live chat channels.
- Trained and supervised team members to enhance service quality.
- Developed and implemented customer service policies and procedures.
- Monitored team performance and provided constructive feedback regularly.
- Resolved escalated customer complaints with effective conflict resolution strategies.
- Coordinated with sales and marketing teams to improve customer engagement.
- Analyzed customer feedback to identify trends and areas for improvement.
- Maintained a comprehensive knowledge of product offerings and promotions.
- Provided exceptional customer service to ensure customer satisfaction.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Monitored staff performance to ensure adherence to customer service standards.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Developed and implemented strategies for providing excellent customer service experience.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Monitored phone calls to provide feedback and coaching.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Evaluated and authenticated returns, exchanges and voids.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
- Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
- Conducted research and reviewed findings to solve customer issues.
- Organized client contracts, records, and reports to strengthen traceability.
- Developed policies and procedures related to customer service operations.
- Explained benefits, features, and recommendations to maximize client retention.
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
- Drafted scripts for agents handling incoming calls so that they can respond accurately and effectively.
- Assisted in developing an effective system for tracking client requests from initial contact through resolution.
- Provided resolution of unusual billing by conducting research, reviewing findings and making recommendations.
- Reviewed accounts for payments received or approved credit arrangements.
- Delegated work to staff, setting priorities and goals.
- Recruited and trained new employees to meet job requirements.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Assigned work and monitored performance of project personnel.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Reviewed completed work to verify consistency, quality, and conformance.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Implemented quality control measures to uphold company standards.
Education
Layton High School
Layton, UTSkills
- Customer relationship management
- Policy development
- Conflict resolution
- Performance monitoring
Affiliations
I enjoy being Outdoors. I am currently training for a Half Marathon. I've gotten really into Pickleball and Cornhole.
References
References available upon request.
Timeline
Customer Service Manager
Edge Eyewear Inc.
11.2021 - Current
Layton High School