Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Wendy MacArthur

Spokane,WA

Summary

Dynamic Customer Service Manager with a proven track record at CBS Reporting, Inc., enhancing team productivity and customer satisfaction. Expert in conflict resolution and relationship building, coupled with proficiency in Microsoft Outlook and Word. Achieved significant improvements in service delivery through effective training and mentoring, leveraging exceptional interpersonal communication and problem-solving skills.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Customer Service Manager

CBS Reporting, Inc.
03.2017 - 04.2024
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Established standard operating procedures that enhanced employee performance. Enhanced team productivity through regular coaching, feedback, and performance evaluations.
  • Ensured compliance within industry regulations, company policies, and best practices within all areas of operation.

Customer Service Supervisor

Credit Bureau Services
03.2012 - 02.2017
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Coached employees through day-to-day work and complex problems.
  • Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
  • Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.

Education

High School Diploma -

Selkirk High School
Ione, WA

Spokane Community College
Spokane, WA

Skills

  • Customer Service - In-person/telephone
  • Problem-Solving
  • Microsoft Outlook, Word
  • Customer-focused
  • Training and mentoring
  • Decision-Making
  • Exceptional interpersonal communication
  • Complaint resolution
  • Conflict resolution techniques
  • Relationship Building

Certification

, [Company Name] - [Timeframe]

  • Fair Credit Reporting Act Certification (March 2024)
  • CDIA Consumer Disclosure Certification

Timeline

Customer Service Manager

CBS Reporting, Inc.
03.2017 - 04.2024

Customer Service Supervisor

Credit Bureau Services
03.2012 - 02.2017

High School Diploma -

Selkirk High School

Spokane Community College

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Wendy MacArthur