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Wendy Commander
Kenosha,WI
Summary
Customer service escalations manager specializing in dispute resolution and customer engagement. Demonstrated success in improving client satisfaction through strategic communication and data-driven insights.
Overview
7
7
years of professional experience
Work History
Customer Service Escalations Manger
Cxperts-Cole Haan
Kenosha, WI
10.2024 - 04.2026
- Facilitated communication among technical teams during critical incidents to ensure timely resolution.
- Provided technical support for high-priority customer requests, achieving quick issue resolution.
- Resolved complex client issues to enhance overall satisfaction and loyalty.
- Trained staff on best practices for managing customer inquiries, improving service efficiency.
- Assisted in implementing tools for efficient tracking and management of escalated issues.
- Analyzed customer feedback to identify trends and improve service quality.
- Ensured compliance with company policies regarding escalations using Shopify, Zendesk, Salesforce, Forter, Aptos, and Microsoft applications.
Customer Service Supervisor
Radial-Cole Haan
Kenosha, WI
09.2020 - 09.2024
- Resolved escalated customer disputes promptly, preserving positive relationships.
- Supervised customer service team, enhancing support quality and operational efficiency.
- Developed training materials for new hires, promoting service excellence.
- Recorded accurate data using Salesforce, Aptos, Demandware, UPS, Forter, Cybersource, Microsoft Teams, and Excel.
Customer Service Representative
Adecco Staffing-Cole Haan
Melbourne, Florida
09.2019 - 09.2020
- Facilitated seamless customer experiences through effective product selection and ordering support.
- Resolved customer complaints using strong communication and problem-solving skills.
- Maintained professionalism in high-pressure situations to diffuse tense interactions.
- Recorded accurate data using Salesforce, Aptos, Demandware, UPS, Forter, Cybersource, Microsoft Teams, and Excel.
- Collaborated with team members to enhance workflow efficiency and service delivery.
Retail Sales Associate
Bealls Store
Indian Harbour beach , FL
12.2018 - 08.2019
- Processed transactions accurately using POS systems.
- Handled customer complaints and resolved issues to enhance overall satisfaction.
- Collaborated with team to ensure stock availability.
- Executed promotional displays.
- Trained new associates.
- Maintained store appearance.
- Reported discrepancies to management for timely resolution.
Education
Some College (No Degree) - Marketing
Gateway Technical College
Kenosha, WISome College (No Degree) - Sociology
Carthage College
Kenosha, WISome College (No Degree) - Sociology
Florida Eastern State
Melbourne, FLSkills
- CRM software proficiency
- Dispute resolution
- Data analysis
- Task prioritization and delegation
- Cross-functional leadership
- Team collaboration
- Employee development
- Written communication
- Interpersonal communication
- Problem solving
Timeline
Customer Service Escalations Manger
Cxperts-Cole Haan
10.2024 - 04.2026
Customer Service Supervisor
Radial-Cole Haan
09.2020 - 09.2024
Customer Service Representative
Adecco Staffing-Cole Haan
09.2019 - 09.2020
Retail Sales Associate
Bealls Store
12.2018 - 08.2019
Some College (No Degree) - Marketing
Gateway Technical College
Some College (No Degree) - Sociology
Carthage College
Some College (No Degree) - Sociology
Florida Eastern State