Victoria Thorpe
Detroit
Summary
Dynamic customer service professional with a proven track record at Harland Clarke, excelling in complaint resolution and active listening. Recognized for enhancing team performance through effective mentoring and training, resulting in improved customer satisfaction and loyalty. Adept at critical thinking, fostering positive client relationships, and streamlining processes for efficiency.
Diligent customer service representative with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Detroit Land Bank Authority
11.2024 - 02.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Representative Team Lead
Harland Clarke
01.2021 - 06.2023
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
Mail Handler Assistant
United States, Postal Service
01.2020 - 03.2020
- Ensured timely dispatch of outgoing mail, preparing packages and envelopes with appropriate postage and labeling.
Apple Technical Advisor
Concentrix
03.2017 - 04.2019
- Managed escalated cases efficiently, liaising with senior advisors when necessary to achieve successful outcomes.
- Demonstrated adaptability in handling diverse customer inquiries spanning hardware, software, networking, and other related areas.
- Developed expert knowledge of Apple products, software, and services to provide authoritative advice to customers.
- Collaborated with engineering teams to provide real-time feedback on product performance, contributing to continuous improvement efforts.
Customer Service Representative Trainer
Turnkey Auto Group
07.2009 - 03.2016
- Reduced employee turnover rate through the implementation of comprehensive training programs for new hires.
- Enhanced customer satisfaction by providing exceptional training to customer service representatives.
- Stayed current on industry trends and best practices in customer service, incorporating this knowledge into updated training materials and methodologies.
- Streamlined onboarding process for new customer service representatives, resulting in increased efficiency and reduced training time.
Education
High School Diploma -
David Mackenzie
Detroit Michigan06-2006
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Complaint resolution
Timeline
Customer Service Representative
Detroit Land Bank Authority
11.2024 - 02.2025
Customer Service Representative Team Lead
Harland Clarke
01.2021 - 06.2023
Mail Handler Assistant
United States, Postal Service
01.2020 - 03.2020
Apple Technical Advisor
Concentrix
03.2017 - 04.2019
Customer Service Representative Trainer
Turnkey Auto Group
07.2009 - 03.2016
High School Diploma -
David Mackenzie
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