Wanda Crim

Work History

Customer Service Specialist

Russell Cellular

03.2022 - Current

Answered constant flow of customer calls with minimal wait times.
Updated account information to maintain customer records.
Participated in team meetings and training sessions to stay informed about product updates and changes.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Applied basic sales strategy to engage customers and present solutions to suit individual needs.
Complied with company policies and procedures by encouraging positive and effective work environment among employees.
Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
Handled customer inquiries and suggestions courteously and professionally.

AT&T Sales Coach Leader

AT&T Call Center

04.2003 - 08.2012

On top of my normal duties, I was our Quality Manager for all employees in our Unit. I monitored all disclosures, short calls and overall quality performance evaluations. I was expected not only to monitor but listen to the call with the employee, their Leader and the Union and make the decision if a Performance Improvement Plan should be put in place for the representative. I was expected to complete these in 24 hours as time was of the essence in the Organization. I listed to 10 calls a day in addition to my required daily QPE of my team. I would also let upper management know if our Leaders would encourage our employees to do something that violated an integrity violation. If we could not walk the walk ourselves we could not have the expectations that our employees to do what was right.
Demonstrated creativity and resourcefulness through the development of innovative solutions.
Demonstrated a high level of initiative and creativity while tackling difficult tasks.
Developed strong communication and organizational skills through working on group projects.
Cultivated interpersonal skills by building positive relationships with others.
Learned and adapted quickly to new technology and software applications.
Demonstrated respect, friendliness and willingness to help wherever needed.
Paid attention to detail while completing assignments.
Gained extensive knowledge in data entry, analysis and reporting.
Acted as a team leader in group projects, delegating tasks and providing feedback.
Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Demonstrated leadership skills in managing projects from concept to completion.
Worked effectively in fast-paced environments.
Gained strong leadership skills by managing projects from start to finish.
Applied effective time management techniques to meet tight deadlines.
Managed time efficiently in order to complete all tasks within deadlines.
Defined clear targets and objectives and communicated to other team members.
Assisted in organizing and overseeing assignments to drive operational excellence.
Streamlined and monitored quality programs to alleviate overdue compliance activities.
Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Evaluated employee performance and conveyed constructive feedback to improve skills.
Set aggressive targets for employees to drive company success and strengthen motivation.
Mitigated business risks by working closely with staff members and assessing performance.
Reported issues to higher management with great detail.
Enforced quality assurance protocols to deliver ideal customer experiences.
On top of my normal duties, I was our Quality Manager for all employees in our Unit. I monitored all disclosures, short calls and overall quality performance evaluations. I was expected not only to monitor but listen to the call with the employee, their Leader and the Union and make the decision if a Performance Improvement Plan should be put in place for the representative. I was expected to complete these in 24 hours as time was of the essence in the Organization. I listed to 10 calls a day in addition to my required daily QPE of my team. I would also let upper management know if our Leaders would encourage our employees to do something that violated an integrity violation. If we could not walk the walk ourselves we could not have the expectations that our employees to do what was right.
Developed customer service policies and procedures to meet and exceed industry service standards.
Responded to customer calls and emails to answer questions about products and services.
Addressed customer account discrepancies and concerns.
Attended telephone skills and program information training sessions to boost aptitude.
Resolved concerns with products or services to help with retention and drive sales.

Supervisor

Fast N Friendly

02.2002 - 04.2003

Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
Helped meet changing demands by recommending improvements to business systems or procedures.
Developed and implemented customer service policies to enhance satisfaction.
Frequently inspected production area to verify proper equipment operation.
Collected, arranged, and input information into database system.
Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
Generated reports detailing findings and recommendations.
Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
Achieved results by working with staff to meet established targets.
Boosted team performance by developing customer service training materials and conducting service training.
Conducted regular reviews of operations and identified areas for improvement.
Evaluated customer needs and feedback to drive product and service improvements.
Evaluated employee performance and coached and trained to improve weak areas.
Solicited customer feedback to identify and improve on areas of weakness.
Conducted routine inspections to check quality and compliance with established specifications.
Educated staff on organizational mission and goals to help employees achieve success.
Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
Kept accurate and detailed records of personnel progress and productivity.
Monitored daily and weekly key performance indicators to maintain on-track status.
Reviewed documentation such as invoices and shipping paperwork for accuracy and compliance.
Cultivated professional working relationships with peers and supervisors.
Oversaw inventory and product stock to develop and maintain inventory controls resulting in cost savings and reduced overages.

Manager

Holiday Retirement

01.1998 - 02.2001

Defined clear targets and objectives and communicated to other team members.
Assisted in organizing and overseeing assignments to drive operational excellence.
Streamlined and monitored quality programs to alleviate overdue compliance activities.
Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Maintained facility grounds, equipment and safety compliance.
Ordered, maintained and distributed supplies and inventory.
Held classes to teach staff facility procedures.
Conducted [Timeframe] inspections of facility grounds, external structure, systems, and equipment.
Maintained inventory and ordered supplies to keep facility resources readily available.
Coordinated with vendors and contractors to arrange services and repairs to be completed on time and to desired quality levels.
Developed and oversaw budgets for facilities and worked within cost restraints.
Oversaw annual budget to handle supply, labor and maintenance needs.
Managed parking and transportation systems by monitoring parking areas and transport services to promote easy accessibility for occupants.
Coordinated with cleaning and janitorial services to keep facility clean and presentable for occupants.
Oversaw finances and made recommendations to reach or exceed budget in unforeseen circumstances.
Supervised staff of 15 in day-to-day activities.
Launched quality assurance practices for each phase of development
Controlled resources and assets for department activities to comply with industry standards and government regulations.
Maximized performance by monitoring daily activities and mentoring team members.
Identified and communicated customer needs to supply chain capacity and quality teams.
Leveraged data and analytics to make informed decisions and drive business improvements.
Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Established performance goals for employees and provided feedback on methods for reaching those milestones.
Maintained professional, organized, and safe environment for employees and patrons.
Cross-trained existing employees to maximize team agility and performance.
Evaluated employee performance and conveyed constructive feedback to improve skills.
Established team priorities, maintained schedules and monitored performance.
Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
Developed and implemented business strategies to achieve business goals and stay competitive.
Accomplished multiple tasks within established timeframes.
Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Controlled costs to keep business operating within budget and increase profits.
Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Managed and motivated employees to be productive and engaged in work.
Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Successfully managed budgets and allocated resources to maximize productivity and profitability.
Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Developed detailed plans based on broad guidance and direction.
Onboarded new employees with training and new hire documentation.
Improved marketing to attract new customers and promote business.
Improved safety procedures to create safe working conditions for workers.
Planned and budgeted accurately to provide business with resources needed to operate smoothly.

Summary

Overview

Work History

Customer Service Specialist

AT&T Sales Coach Leader

Supervisor

Manager

Education

No Degree - Emergency Care Attendance

High School Diploma -

Skills

Accomplishments

Volunteer of the year American Red Cross

Timeline

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