Summary
Overview
Work History
Education
Skills
Timeline
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Vanessa Madsen

Layton

Summary

Experienced supervisor bringing 8 years of quality performance in supervisory roles. Skilled in building strong relationships to my team members to deliver exceptional service and building team morale through effective communication, positive performance feedback and collaboration. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

11
11
years of professional experience

Work History

Customer Service Supervisor

Home Depot Call Center
10.2022 - Current
  • Enhanced team productivity through regular coaching, feedback, and ensuring accountability.
  • Evaluated individual performance metrics to identify areas of improvement during weekly collaborations.
  • Streamlined workflow processes with business insight to provide the best customer experience.
  • Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.

Executive Escalations

Home Depot Call Center
05.2021 - 10.2022
  • Developed strong relationships with customer's through proactive and effective communication and follow-ups on previously unresolved issues, ensuring ongoing satisfaction.
  • Collaborated with cross-functional teams to develop solutions that expedited the resolution of complex cases.
  • Trained new hires on company-specific resolution procedures, ensuring consistent and high-quality service delivery.
  • Played an active role in resolving escalated customer complaints by collaborating with relevant parties to find mutually agreeable solutions quickly.
  • Acted as a liaison between customers and internal teams, ensuring seamless communication throughout the resolution process.
  • Planned and aligned with leadership to spear head changes in department to ensure they we're effective and optimized processes.

Resolution Expediter

Home Depot Call Center
11.2020 - 05.2021
  • Collaborated with cross-functional teams to develop solutions that expedited the resolution of complex customer contacts and cases.
  • Utilized advanced problem-solving skills to resolve challenging customer contacts, increasing customer trust and loyalty.
  • Utilized a strong customer focus and communicated effectively with customers to ensure the problem was solved.
  • Managed a high volume of incoming inquiries, prioritizing and addressing urgent matters effectively.

Customer Service Representative

Home Depot Call Center
02.2020 - 11.2020
  • Effective problem solving to cater to each customer situation
  • Flexible to change with the business needs
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Production Supervisor

Capstone Nutrition - Ogden Ut
07.2013 - 01.2020
  • Enhanced production efficiency by implementing lean manufacturing techniques and reducing waste.
  • Optimized workflow through effective resource allocation and scheduling adjustments.
  • Improved product quality by monitoring production processes, conducting inspections, and initiating corrective actions as needed.
  • Maintained accurate documentation of production data, enabling informed decision-making for process improvements.
  • Evaluated employee performance regularly against established benchmarks for ongoing personnel development.
  • Collaborated with management and engineering teams to develop and implement innovative strategies for maximizing production efficiency without compromising quality standards.
  • Resolved issues quickly to maintain productivity goals.

Education

Ogden High School

Skills

  • Customer Focus
  • Effective Communication skills
  • Problem Solving
  • Planning and Organizing
  • Business Insight
  • Time and Project management
  • Adapting to demanding situations
  • Engaging Leadership
  • Customer Escalations
  • Supervising Employees

Timeline

Customer Service Supervisor

Home Depot Call Center
10.2022 - Current

Executive Escalations

Home Depot Call Center
05.2021 - 10.2022

Resolution Expediter

Home Depot Call Center
11.2020 - 05.2021

Customer Service Representative

Home Depot Call Center
02.2020 - 11.2020

Production Supervisor

Capstone Nutrition - Ogden Ut
07.2013 - 01.2020

Ogden High School

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Vanessa Madsen