Summary
Overview
Work History
Education
Skills
Timeline
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Traverse Campbell

Traverse Campbell

Charlotte,NC

Summary

Accomplished Senior Customer Service Representative Lead at Sealed Air Global Headquarters, adept in relationship management and process improvement. Demonstrated success in enhancing customer satisfaction and team collaboration, with a proven track record of implementing quality assurance measures that resulted in improved service levels. Skilled in complaint handling and account management, fostering significant improvements in operational efficiency and customer service delivery.

Overview

14
14
years of professional experience

Work History

Senior Customer Service Representative Lead

Sealed Air Global Headquarters
04.2016 - Current
  • Build relationships with key customers and utilize that relationship to manage requests from the customer for mutual benefit.
  • Handle all incoming communications dealing with Customers’ needs and expectations in line with procedures, and according to departmental KPIs.
  • Act as a point of reference for the Sales Teams for all issues relating to the order process and distribution.
  • Attend meetings to identify ways we can improve the service we offer to both internal and external Customers and to communicate Customer Service KPIs and strategy.
  • Communicate with Account Managers (by email/phone/in person), enabling complete visibility of key Customer issues.
  • Record, take ownership and resolve Customer complaints in line with company KPI’s. Where necessary co-ordinate activities with other departments to ultimately ensure complete Customer satisfaction.
  • Continuously identify and resolve the root cause of errors to prevent reoccurrence
  • Attend all relevant training courses in order to develop skills and increase knowledge of Sealed Air’s products required to carry out role.
  • Assist with other areas of the business as required, providing backup support for team members when necessary.
  • Play an active role in company change process through positive communication to internal and external Customers.
  • Work with the team to make recommendations and implement improvements to both our existing processes and for communication with customers and other departments.
  • Keep the Supervisor up to date with account progress, product and range development, problems and issues with any area of customer services, to ensure the customer receives the best services we can offer.
  • Implemented quality assurance measures to monitor and evaluate the performance of customer service representatives, leading to improved overall service levels.

Oprations Manager

Norfolk Wire Distributors
09.2010 - 03.2017
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
  • Source new sales opportunities through inbound lead follow-up and outbound cold calls and emails
  • Led hiring, onboarding and training of new hires to fulfill business requirements.

Education

No Degree - Business Administration

Central Piedmont Community College
Charlotte, NC

High School Diploma -

Hillcrest High School
Simpsonville, SC
06.1994

Skills

  • Customer Satisfaction
  • Complaint Handling
  • Task Delegation
  • Account Management
  • Relationship Management
  • Organization
  • Team Collaboration
  • Process Improvement
  • Dispute Resolution
  • Call center experience

Timeline

Senior Customer Service Representative Lead

Sealed Air Global Headquarters
04.2016 - Current

Oprations Manager

Norfolk Wire Distributors
09.2010 - 03.2017

No Degree - Business Administration

Central Piedmont Community College

High School Diploma -

Hillcrest High School

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Traverse Campbell