Customer Service Leader

Resolved complex, escalated customer cases with empathy and accuracy; contributed to improved quality outcomes and customer satisfaction. Managed call/chat queues for a 25–30 agent team using CRM queue dashboards to improve responsiveness and service efficiency. Provided real-time agent support via phone and Microsoft Outlook to improve resolution speed and consistency. Maintained precise CRM documentation to support compliance, reporting, and clear customer account history. Delivered 1:1 coaching to strengthen performance and elevate customer experience.

Trained and onboarded agents for two call-center campaigns using role-play simulations and an LMS; supported readiness to meet service-level expectations. Developed and delivered training on call handling, CRM systems, and integrated tools to improve agent proficiency and confidence. Created SOPs, training materials, and internal documentation in the knowledge base to standardize processes and improve consistency. Produced weekly communications/newsletters with updates and key information to increase engagement and alignment. Mentored agents during live interactions to strengthen problem-solving and improve resolution outcomes; recognized for developing high-performing agents.

Handled high-volume inbound calls and customer inquiries; met performance expectations in a fast-paced environment. Managed escalated calls using empathy and de-escalation to drive resolutions and maintain customer satisfaction. Processed payments and resolved account-related issues accurately; documented all interactions in CRM. Supported teammates in real time by answering questions and assisting with live call handling.

Handled 80–90 inbound calls daily using CRM; supported case inquiries, payment processing, and account resolution. Coordinated with third parties (e.g., lien holders/tow yards) to resolve time-sensitive issues and customer concerns. Maintained accurate documentation and supported escalations with professionalism and empathy.