Zendesk
Tricia King
Customer Service Professional
BROOMFIELD,Colorado
Summary
Diligent customer service professional skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction.
Overview
11
11
years of professional experience
9
9
years of post-secondary education
Work History
Customer Support Escalation Agent
Lightspeed POS
Olympia, WA
01.2022 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services and company information.
- Processed customer adjustments to maintain financial accounts.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Customer Service Director
SmileSnap
Denver, Colorado
05.2020 - 01.2022
- Utilized crisis management techniques to offer corrective solutions and maximize customer satisfaction.
- Devised recommendations to streamline and simplify customer support system and improve response time.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Provided onboarding and training for over 400 new accounts
- Managed support, billing, and general account inquiries for over 700 customers
- Created 50+ article knowledge base including demonstrative videos or processes.
- Built strong relationships with field operations and engineering team to support business development opportunities and improve service.
- Utilized communication tools such as Aircall, LiveChat, email and Slack in order to provide support for customers and employees.
- Launched quality assurance practices for each phase of development
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Customer Experience Specialist
Nordstrom
Denver, Colorado
10.2015 - 05.2020
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
- Enhanced industry and technical knowledge through active participation in learning and growth opportunities.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
General Manager
Dp Dough
Boulder, Colorado
02.2011 - 10.2015
- Maximized operational excellence mentoring personnel on management principles, industry practices and company procedures.
- Reduced costs, managed delivery schedules and performed risk analysis to improve overall profitability.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Evaluated suppliers to maintain cost controls and improve operations.
- Introduced new methods, practices and systems to reduce turnaround time.
- Enhanced operational efficiency and productivity by managing budgets, accounts and costs.
- Maintained a remarkably low employee turnover rate of just 20% on the year.
- Managed and created schedules for a team of over 20 employees.
Education
Bachelor of Arts - Psychology And Sociology
University of Colorado Denver
Denver, Colorado 08.2009 - 12.2018
Skills
Staff education and training
Multi-line phone and chat talent
POS systems expert
Creative problem solving
Technical Support
CRM
Systems and software programs
Analytical problem solver
Account management
B to B sales
Software
Hubspot
Trello
Asana
Salesforce
Confluence
Jira
Timeline
Customer Support Escalation Agent
Lightspeed POS
01.2022 - Current
Customer Service Director
SmileSnap
05.2020 - 01.2022
Customer Experience Specialist
Nordstrom
10.2015 - 05.2020
General Manager
Dp Dough
02.2011 - 10.2015
Bachelor of Arts - Psychology And Sociology
University of Colorado Denver
08.2009 - 12.2018