Valerie Longhurst
Vineyard,UT
Summary
Experienced Customer Support Manager bringing over 10 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
14
14
years of professional experience
Work History
Customer Support Manager
Body FX
05.2016 - Current
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Created customer support strategies to increase customer retention.
- Created weekly sales report to monitor growth.
- Reduced response time to customer inquiries, ensuring timely assistance with their concerns.
- Monitored employee performance to identify areas for improvement and additional training needs.
- Streamlined our customer support processes for faster resolution times and improved customer experience.
- Managed teams of customer support representatives, providing ongoing training and development opportunities.
- Handled 50-200 support cases daily via live chat and email.
Customer Support Agent
BookFresh
04.2010 - 02.2016
- Handled customer inquiries and suggestions courteously and professionally.
- Utilized CRM software for tracking customer interactions, allowing for improved follow-up on unresolved cases or escalating as needed for resolution.
- Responded to customer inquiries and provided technical assistance through email.
- Collaborated with team members to identify common issues and provide consistent solutions, reducing repeat concerns.
- Enhanced customer satisfaction by promptly addressing and resolving support inquiries.
- Gained strong leadership skills by managing projects from start to finish.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Managed approximately 100 support tickets daily.
Education
High School Diploma -
Kearns High School
Kearns, UT04.1999
Skills
- Process Development
- Client Relationship Building
- Training programs
- Process Improvement
- Time Management
- Analytical Thinking
- Staff Management
- Customer Education
- Schedule Management
- CRM software expertise
- Critical Thinking
- Hiring and Terminations
- Microsoft Office
- Training and coaching
Timeline
Customer Support Manager
Body FX
05.2016 - Current
Customer Support Agent
BookFresh
04.2010 - 02.2016
High School Diploma -
Kearns High School
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