Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tricia Henson

Jacksonville

Summary

Dynamic Customer Service Manager with a proven track record at Mac Papers and Packaging, excelling in complaint resolution and team training. Adept at fostering strong customer relations and enhancing service quality. I leverage problem-solving abilities and staff management skills to drive performance and achieve targets in fast-paced environments.

Overview

32
32
years of professional experience

Work History

Customer Service Manager

Mac Papers and Packaging
07.2021 - Current
  • Directed team of customer service professionals, monitored work quality, and motivated performance to meet strict targets.
  • Built and maintained relationships to promote rapport with customers.
  • Managed team’s work schedules to complete customer coverage.
  • Trained employees by providing performance feedback and coaching in service techniques.
  • Managed customer service teams to ensure efficient and effective resolution of client issues.
  • Oversaw hiring, training, and development of customer service staff.
  • Audited phone, email, chat and other customer interactions to enforce service standards.
  • Provided coaching sessions for employees struggling to meet performance targets or needing additional support.
  • Addressed and resolved customer concerns and complaints.

Customer Service Supervisor

Mac Papers and Packaging
11.2020 - 07.2021
  • Handled escalated complaints from customers, working to provide satisfactory resolutions promptly.
  • Coached underperforming team members with targeted action plans designed to improve their skills over time.

Customer Service Representative

Veritiv
05.2004 - 11.2020
  • Educated customers about product options to exceed their experience.
  • Established strong business relationships and created a deadline-driven team.
  • Communicated with customers to determine purchasing needs, directed them to appropriate items, and recommended additional products.
  • Served multiple customers simultaneously in a stressful environment.

Sourcing Specialist

Veritiv
05.2003 - 05.2004
  • Decreased sourcing costs through negotiation and demand management.
  • Negotiated preferred terms and conditions for company to achieve significant savings.
  • Sought out and evaluated vendors, negotiated prices and completed contracts.

Buyer

Veritiv
05.1999 - 05.2003
  • Led sourcing projects to ensure on-time delivery of purchased materials.
  • Recommended optimal suppliers after qualifying vendors and evaluating proposals.
  • Tracked and approved procurement plans and inventory levels.
  • Documented purchasing activities, inventory reports and department records.

Medical Administrative Assistant

United States Air Force
02.1993 - 02.1996
  • In charge of Medical records.
  • Worked in the orderly room for the Medical facility Captain working and organizing reports.

Education

Nathan Bedford Forrest High School
Jacksonville, FL
06-1992

Skills

  • Problem-solving abilities
  • Customer relations
  • Training and mentoring
  • Conflict management
  • Microsoft outlook, word, and Excel
  • Courteous demeanor
  • Adaptive team player
  • Inter-department collaboration
  • Escalation handling
  • Staff management
  • Active listening
  • Complaint resolution
  • Employee scheduling
  • Excellent time management skills

Timeline

Customer Service Manager

Mac Papers and Packaging
07.2021 - Current

Customer Service Supervisor

Mac Papers and Packaging
11.2020 - 07.2021

Customer Service Representative

Veritiv
05.2004 - 11.2020

Sourcing Specialist

Veritiv
05.2003 - 05.2004

Buyer

Veritiv
05.1999 - 05.2003

Medical Administrative Assistant

United States Air Force
02.1993 - 02.1996

Nathan Bedford Forrest High School

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