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
15
15
years of professional experience
Work History
Senior Customer Service Representative Lead
Sealed Air Global Headquarters
04.2016 - 11.2025
- 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.
Operations 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
Business Administration -
Central Piedmont Community College
Charlotte, NC06.1994
High School Diploma -
Hillcrest High School
Simpsonville, SCSkills
Customer Satisfaction
Computer Software
- Sap
- C4C
- Salesforce
- Power BI
- Prophet 21
- AS 400
- Microsoft Office
Timeline
Senior Customer Service Representative Lead
Sealed Air Global Headquarters
04.2016 - 11.2025
Operations Manager
Norfolk Wire Distributors
09.2010 - 03.2017
Business Administration -
Central Piedmont Community College
High School Diploma -
Hillcrest High School