Vickie Montgomery
Amazon
Dallas,TX
12
years of professional experience
Dynamic Customer Support Team Lead with proven success in enhancing service quality and team performance. Expertise in training, problem-solving, and fostering collaboration to achieve operational excellence.
Work History
Customer Support Team Lead
3 Years 4 Months- Led a team of 15 customer support associates, ensuring high-quality service delivery.
- Developed and implemented training programs to enhance team performance and product knowledge.
- Collaborated with cross-functional teams to resolve complex customer issues efficiently.
- Analyzed customer feedback to identify trends and improve service processes.
- Streamlined workflows, resulting in reduced average response times for customer inquiries.
- Conducted regular performance evaluations to ensure adherence to company standards and goals.
- Utilized CRM systems to track interactions, manage escalations, and optimize support strategies.
- Managed a team of customer support representatives, ensuring consistent quality in service delivery.
- Devised strategies for handling high call volumes during peak periods, maintaining exceptional service levels under pressure.
Customer Care Agent
7 Years 5 Months- Resolved customer inquiries through multiple communication channels, ensuring timely and effective support.
- Guided customers in product selection, enhancing satisfaction and loyalty to brand offerings.
- Collaborated with cross-functional teams to streamline service processes, improving operational efficiency.
- Mentored junior agents on best practices for customer engagement and conflict resolution techniques.
- Implemented new CRM software features, optimizing tracking of customer interactions and follow-ups.
- Reduced response times by implementing effective organizational strategies in managing inquiries.
Education
High School Diploma
- Awarded (Honor Society)
- Honor Roll (Full 4 Years)
- 3.8 GPA
Skills
Customer service
Team management
Service quality assurance
Training and mentoring
Customer support plan development
Escalation handling
Customer engagement strategies
Onboarding
Support strategy development
Problem-solving
Teamwork and collaboration
Multitasking
Attention to detail
Attention to detail
Timeline
Customer Support Team Lead
Amazon
03.2023 - 07.2026Read More
Customer Care Agent
Neiman Marcus Group Ltd
01.2015 - 06.2022Read More
Franklin D. Roosevelt High School
High School Diploma
Read More