Yonieka Reid-Dwyer
Plainfield
Summary
Accomplished Customer Care Supervisor with a proven track record at Vistaprint for enhancing workflow efficiency and reducing employee turnover through innovative strategies and targeted training. Skilled in operations management and team leadership, I excel in fostering high customer retention rates and boosting team morale. My approach has significantly improved first-call resolution rates, demonstrating a strong blend of hard and soft skills.
Overview
19
19
years of professional experience
Work History
Customer Care Supervisor
Vistaprint
04.2012 - 03.2023
- Introduced innovative strategies for streamlining workflows, reducing average handle time without sacrificing quality.
- Reduced employee turnover by implementing targeted training programs and performance evaluations.
- Optimized workforce scheduling to accommodate fluctuating call volumes, reducing wait times for customers.
- Monitored compliance risks while adhering to safety protocols.
- Achieved high customer retention rates through consistent follow-up and proactive communication.
- Facilitated open communication channels within the team, promoting idea sharing and problem-solving discussions.
- Boosted team morale and motivation by recognizing individual achievements and fostering a positive work environment.
- Managed escalated calls professionally, resolving customer concerns in a timely manner while maintaining excellent rapport.
- Developed comprehensive training materials to expedite new hire onboarding process.
- Championed employee development opportunities by identifying skill gaps and recommending relevant training courses.
- Increased first-call resolution rate through effective coaching and mentoring of team members.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Established performance and service goals and held associates accountable for individual performance.
Customer Service Representative
Eservices Group (Xerox)
12.2003 - 01.2012
- 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.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
Education
No Degree - Pre-University Arts & Business
Montego Bay Community College
Jamaica06-2003
Skills
- Operations management
- Customer service
- Policy implementation
- Training and mentoring
- Team management
- Call management
- Strong leadership
- Building rapport
- Teamwork
- Performance improvement
- Problem resolution
Timeline
Customer Care Supervisor
Vistaprint
04.2012 - 03.2023
Customer Service Representative
Eservices Group (Xerox)
12.2003 - 01.2012
No Degree - Pre-University Arts & Business
Montego Bay Community College
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