Customer care team lead with *+ years experience in leading customer care to achieve an excellent customer experience. Outgoing and detailed oriented, priority driven to achieve company based metrics. Assisted in creating and maintaining a call quality program, assisted in on-going team training.
Oct 2011 – Dec 2014
Oct 2010 – Aug 2011
Customer Care Team Lead
ESAB Welding Products
Asisted in development of team quarterly and yearly metrics.
Analyzed and presented daily order management metrics.
Analyzed and presented daily Customer Experience Metrics in facility wide meetings.
Handled individual one on ones to promote internal growth
Scheduled and ran Order Management Team meetings monthly.
Assisted in scheduling and planning full customer care team meetings to promote team building and growth
Animal Intrusion Prevention Systems
Prepared reports using Excel and Service CEO to track operations and financial data for company
Assistant to account receivables, Operations, and Sales technicians
Provide Solution to client problems
Managed technicians schedule, phone operations, and warranty situations
Set appointments over the phone, operated a ten line phone system
Customer Service Representative
Kohls Department Store
Prepared and reconciled bank deposits
Resolved customer complaints
Maintained a balanced safe
Operated POS system
Processed customer orders
Tarrant County Community College
2 years college, technical or vocational school
Major: Paralegal Studies
Theodore High School, Theodore, Alabama
High School Diploma
Typing Speed: 60 Words Per Minute
Accounting Software (Quickbooks)
Database Software (J D Edwards, SAP, Service CEO)
Data Entry Terminal (PDT, Mainframe Terminal, etc)
Phone Management (Cisco, Cisco Supervisor, Cisco Historical Reporting)
E-Mail Software (Outlook, Gmail, Yahoo, etc)
Internet Browser (Google Chrome, Internet Explorer, Firefox, etc)
Peripheral Devices (Scanners, Printers, etc)
Presentation Software (PowerPoint)
Spreadsheet Software (Excel, Google Docs etc)
Word Processing Software (Word, WordPerfect, etc)
Skills: Microsoft Office, J D Edwards System, SAP System, Cisco Phone Management, Service CEO, Quickbooks, Outlook, Drop Box, All internet browsers, Call Manager