Customer Service Team Lead

Rate, USD
Not specified
Work schedule
Full Time,
Language skills
English
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About me

Highly skilled and experienced professional with a track record of success in customer care and team leadership roles. Seeking a managerial position where I can leverage my proven abilities in customer service, team management, and process improvement to drive operational excellence and deliver exceptional results. Dedicated to fostering a customer-centric culture, optimizing performance metrics, and developing high-performing teams. Committed to driving growth, enhancing customer satisfaction, and contributing to the overall success of the organization.


Professional area



Education

2003-2007 Bachelors @ Belmont Abbey College

Experience

02/2023-present Customer Care Team Lead @ FilterEasy

FilterEasy logo
Customer Care Team LeadCustomer Care Team Lead
FilterEasy · Full-timeFilterEasy · Full-time
Feb 2023 – Present · 8 mosFeb 2023 – Present · 8 mos
Manage the CRM ticket queue, ensuring efficient handling of customer inquiries and issues.
Report emergent problems and trends around Second Nature/FilterEasy products and services, enabling timely resolutions and process improvements.
Monitor and ensure full coverage of the phone system, optimizing team availability for customer support.
Advocate for customer and team needs with management, effectively balancing organizational objectives and customer satisfaction.
Act as a subject matter expert, providing guidance and support for complex inquiries.
Perform quality reviews of associate interactions, offering constructive feedback to improve performance.
Maintain and update knowledge base articles, enhancing the team’s efficiency and effectiveness.
Support Second Nature Salesforce inquiries from associates, ensuring accurate and timely responses.
Implement and participate in data projects as needed, contributing to data-driven decision-making processes.
Provide administrative support as needed, ensuring smooth operations within the team.
Substitute for staff, resolving tickets and covering phone shifts as needed, maintaining consistent service levels.
Settle billing disputes using Stripe, demonstrating strong problem-solving and negotiation skills.

02/2020-02/2023 Customer Care Associate @ Second Nature

Engineer quality assurance metrics for Customer Care department
Per metric reporting, exceeded key performance indicators on phones by providing excellent customer service with a high satisfaction rating via phone Balance working with management to advocate for customers needs alongside company needs
Mindful devotion to boosting morale within customer care department by notably praising team on accomplishments
Collaborate with account management teams to ensure 1000+ multi- family property management companies receive expertise, technology and service via SNAdmin, Salesforce, and Zendesk
Execute platform for monthly metrics for customer care department along with presenting presentations to COO

11/2018-02/2020 Customer Service Coordinator @ Siemens Healthineers

Demonstrated change management capability, customer focus, and a high level of integrity.
Excelled and trained on computer-based systems, including SAP, CCT, DX, proxy for Atellica Support, and Microsoft Office platforms.
Showed empathy and equanimity while offering alternatives to resolve complex customer issues.
Mentored new hire training group during onboarding orientation, fostering a supportive and collaborative learning environment.

08/2018-12/2018 Sales Associate @ Shower Me With Love

Provided excellent customer service in person and by answering the phones courteously and promptly
Worked effectively with team members to ensure the selling floor, cash wrap and stockroom were to company standards for cleanliness and organization

02/2018-04/2018 Contract Customer Service Specialist @ Epic Games

Processed double the daily goals and maintained top five agent status throughout employment.
Trained new agents on multiple systems.


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