Customer Service Director
Resume:
Los Angeles, California ***** KEVIN CHISOLM ***********@*****.***
QU ALIFICATIONS
● Detail-oriented, collaborative, and dynamic problem solver with comprehensive experience in the world of customer service, administration, fashion, and technology based companies.
● Proven ability to create, implement, and facilitate communication efforts. EX PERIENCE
Carbon38 Los Angeles, CA
Customer Care Director March 2015- Present
I provide basic technical support and product expertise to all Carbon38 customers across multiple channels. Collaborated with our creative and marketing team through content and trends. Improved and manage the customer support process, including escalation, objection handling, and customer issues ticket management. Developed deep product expertise and became a subject matter expert on site products. Worked as a liaison between the customers and the offsite development team in Europe to provide thoughtful leadership and input on customer feedback, and our new product releases.
Update and inform customers and fans of events through fan forums and social media.
Handle multiple tasks, deal with ambiguous situations while keeping a calm demeanor.
Maintain customer loyalty by serving customers above and beyond their expectations.
Continually assess and act on changing priorities.
Manage several projects while maintaining an attention to details and meeting deadlines.
Raised our customer satisfaction score to 98% while maintaining a 1.2 hour first reply time
Maintained 99% SLA, 88.6% one touch ticket rate with 8.7% dropped call rate.
Supervise successful transition and the production roll-out schedule of new software CRM technologies, fraud prevention software and IVR systems.
Created new customer service team to provide “white glove service” to our guest. Tokidoki Los Angeles, CA
Customer Service Manager June 2010- March 2015
I hired and trained the customer service team in using Microsoft office suite, shipping and receiving items, and updating inventory count. Used my strong sales and customer service background to ensure escalated calls and returns were kept to a minimum and customers were confident that our brand believed in building a relationship with them. Assisted the customer service team by taking incoming calls, creating sales orders, credit memos, and emails from customers and prospective vendors. Reviewed and extracted service team’s emails and recorded calls, including correspondence reports. I prepared procedural guides, instructions, and responses to correspondence and questionnaires.
Updated and informed customers and fans of events through fan forums and social media.
Monitored communications and calibrated service levels of team members.
Created bi-weekly customer service team meeting going over company news and overall team performance.
Established and implemented scheduling plans to ensure capacity is met.
Represented the customer service team in weekly managers meeting providing detailed analytics.
Increased the satisfaction score from 67% to 91% while decreasing first reply time from 20+ hours to 3.2 hours average
Setup and managed If By Phone IVR system.
Worked closely with product team on product issues and what our customers were experiencing.
Provided leadership and support by answering questions and resolving complex and escalated situations.
Created FAQs for the two company brands.
Fitness Club Warehouse Los Angeles, CA
Customer Service Manager August 2007- June 2010
I planned, directed, and coordinated customer service and technical support team activities designed to save sales, and create and maintain relationships for commercial and non-commercial clients. Planned and executed service team development. Ordered parts for our in-house Cardio Zone line. Troubleshooting with customers that owned our elliptical and treadmill equipment. Informed our incoming customers of our extended warranty and upsell them for the service. Ensured yearly improvement for cancellations, damages, and freight charges. Entered P.Os and Bill of Ladings as well as updated residential customer data, created customer service templates and technical support troubleshooting guides for our service team. Monitored our customer service team as well as coached them and reviewed their emails and calls on a biweekly basis.
Assisted sales manager, director of operations, and owner of Fitness Club Warehouse to develop and execute strategic service objectives for business and residential locations.
Prepared purchase orders and bill of lading. Obtained customer’s damaged and canceled fitness equipment, while explaining technical support and shipping fees, policies, and procedures.
Answered customer inquiries via phone and email. Just Flowers Los Angeles, CA
Customer Service Lead October 2005- February 2007
Assisted customer service manager, answered incoming Level Two service calls. Booked local and national florists. Identified substitution and creative arrangement to be featured on website, outbound phone sales, built a reference book of local and national florists. Negotiated revenue splits for florists, monitored inbound timelines for custom service specialists, ensured excellent client satisfaction, and implemented canvassing/cold-calling strategies.
Assisted local and national florist network to develop substitution arrangement pricing and guidelines for floral arrangements.
AD DITIONAL SK ILLS
● Microsoft Office – W ord, Excel, Outlook and PowerPoint
● Salesforce, G oogle Docs, Magento, MAS 200. JDE, EDI, SAP, Verifi, Zendesk, If By Phone Siftscience and Basecamp software
ED UCATION
Hartnell College A ssociate Degree, June 2003
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