Yakema Knight
Rocky Mount,North Carolina
Summary
Hardworking Customer Service Representative Supervisor maintains and enhances customer service by delivering systems and procedures and supervising staff. Communicative and responsible team leader builds productive and positive relationships with employees and customers to improve retention and loyalty. Consistently promotes company values and culture through all interactions.
Overview
15
15
years of professional experience
Work History
Customer Service Representative Manager
Hubert Vester Auto Group
2018.11 - Current
- Improved customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Conducted regular performance reviews, providing constructive feedback and coaching to drive professional growth.
- Championed company values by modeling exceptional customer service skills both internally and externally.
- Coordinated employee schedules, ensuring adequate coverage during peak hours while minimizing overtime expenses.
- Spearheaded initiatives aimed at improving first-call resolution rates, resulting in higher levels of client satisfaction.
- Oversaw the recruitment, selection, onboarding, and training of new hires to maintain a high-performing team dynamic.
- Managed escalated cases effectively to achieve timely resolutions while maintaining professionalism under pressure.
- Supervised 6 call center representatives in providing excellent customer service to callers requiring assistance for sales and service issues.
- Onboarded and trained customer representatives to meet performance and service goals.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Implemented company policies and procedures for professional, cohesive customer care.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Supervised large teams with guidance, support and direction for high-quality customer care.
- Evaluated staff performance and provided feedback to improve customer service delivery.
- Assessed customer service data to identify and address improvement opportunities.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established team priorities, maintained schedules and monitored performance.
- Defined clear targets and objectives and communicated to other team members.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Enhanced team productivity by implementing effective training programs tailored to individual needs.
- Streamlined communication with customers through the development of a user-friendly online support platform.
- Boosted employee morale by fostering a positive work environment and recognizing outstanding performance.
Administrative Assistant
Flat Rate Tax LLC
2009.01 - 2018.11
- Enhanced office efficiency by streamlining administrative processes and implementing organizational systems.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Boosted team productivity by managing communication channels and ensuring timely responses to inquiries.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
Education
Cosmetics Arts License - Cosmetology
Edgecombe Community College
Tarboro, NC06.2009
High School Diploma -
Northern Nash High School
Rocky Mount, NC06.1996
Skills
- Escalation Management
- Training and Development
- Key Performance Indicators
- Customer Satisfaction Measurement
- Attention to Detail
- Adaptability
- Complaint Handling
- Telephone Etiquette
- Quality Assurance
- Email Management
- Decision Making
- Critical Thinking
- Conflict Resolution
- Effective Communication
- Team Leadership
- Interpersonal Skills
- Performance Management
- Call Center Management
- Active Listening
- Problem Solving
- Multitasking
- Staff Monitoring
- Issue Resolution
- Data Entry
- HR Support
- Team Coaching
- Continuous Improvement
- Skill Development
- Performance Evaluations
- Call Center Experience
- Employee Development
- Customer Service
- Schedule Management
- Staff Management
- Shift Scheduling
- Good Judgment
- Team Development
- Scheduling and Coordinating
- Teamwork and Collaboration
- Problem Resolution
- Staff Development
- Computer Skills
- Employee Coaching and Mentoring
- Decision-Making
- Onboarding and Orientation
position
Customer Service Representative
Timeline
Customer Service Representative Manager
Hubert Vester Auto Group
2018.11 - Current
Administrative Assistant
Flat Rate Tax LLC
2009.01 - 2018.11
Cosmetics Arts License - Cosmetology
Edgecombe Community College
High School Diploma -
Northern Nash High School
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