Customer Service Leader
About Me
I am a customer service leader with over 4 years of experience in high-volume call center environments, supporting customers through phone, chat, and email channels. Throughout my career, I have developed a strong ability to handle escalations and de-escalations effectively, ensuring customer satisfaction and timely resolution of issues. I am skilled in CRM documentation, queue management, and providing coaching and training to agents to improve their performance.
I have experience managing teams of 25 to 30 agents, using CRM queue dashboards to enhance responsiveness and service efficiency. I take pride in maintaining precise documentation to support compliance and reporting, which helps create a clear customer account history. My approach focuses on delivering accurate resolutions and improving service quality through feedback and standardized processes.
In addition to my supervisory role, I have worked as a trainer and documentation specialist, where I developed and delivered training programs on call handling and CRM systems. I created SOPs and internal knowledge base documentation to ensure consistency across teams. I also produced weekly communications to keep agents engaged and aligned with company goals.
My background includes hands-on experience as a call center representative, handling high volumes of inbound calls and managing escalated cases with empathy. I am adept at payment processing, account support, and real-time assistance to teammates. I have also coordinated with third parties to resolve time-sensitive customer concerns professionally.
I am proficient in Microsoft 365 applications, various CRM platforms, and LMS tools. I continuously seek to mentor and develop agents to build high-performing teams that deliver exceptional customer experiences. My goal is to leverage my skills and experience to contribute to a dynamic customer service environment where quality and efficiency are prioritized.
Skills
Problem Solving
Education
Associate of Arts in General Studies
Diploma in Operations Management
Credential ID 55742646
Generative AI for Businesses
Credential ID 55742646
Experience
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.