Customer Service Quality

Wynde Grey

Post Office Box ****** • Denver, Colorado 80246 ******@*****.*** • 626-***-****

Customer Service Professional

Skilled and accomplished professional with proven success leading customer service and call center operations, consistently delivering quality alongside productive operational performance.

Focused leader with exceptional oversight and planning skills; talent for developing schedules and organizing operations to meet goals and maximize efficiency. Demonstrated focus on upholding the highest standards of customer service quality, closely monitoring operations to ensure compliance with policies and procedures. Dynamic leadership and interpersonal skills, with experience in hiring and recruiting; able to build high-performance teams and effectively coach employees, as well as collaborating across departments and with upper management. Track record of success implementing performance metrics and consistently driving process improvements.

Operations and Management Strengths:

• Strategic Planning & Goal Attainment • Quality Assurance Procedures

• Customer Relationships Management • Staff Training & Coaching

• Performance Metrics I Indicators • Operational Improvements

• Team Leadership & Development • Interdepartmental Coordination

• Problem Solving / Issue Resolution • Policy & Procedure Compliance

Professional Experience

24-7 In-Touch Aurora, CO Team Leader (2014-current)

Provides front line direction to Customer Service Representatives (CSRs) ensuring quality service is provided in each interaction, ensures payroll information is correct, on time, and accurate. Promotes professional and personal development of individual team members by administering performance evaluations, training needs, progressive disciplinary actions, and career opportunity programs. Negotiates, mediates, and arbitrates when required with customers or CSRs in order to resolve issues and meet expectations. Conducts advanced troubleshooting and extensive research to resolve issues regarding products and customer inquiries. Documents and successfully communicates changes, and other information regarding customer accounts to agents to ensure accuracy and quality of service. Learns and maintains extensive knowledge of client philosophy, promotions, products and processes to ensure quality customer service

The Warranty Group Chicago, IL Senior Customer Care Supervisor (2007 to 2010)

Managed in-bound call center with 24-hour operations, directing 5 Front-line Supervisors and 90 Customer Service Representatives. Organize daily activities, to include determining staffing requirements, maintaining quality assurance, and ensuring productivity. Implemented and monitored performance metrics, including average handle time (AHT), customer satisfaction, schedule adherence, absenteeism, attrition, and call routing. Provided on-going training, as well as communicating issues and procedures to team members. Monitored efficiency and compliance with policies and procedures.

Selected Contribution:

I improved team customer service ASA performance from 79% to 92% by implementing recognition programs.

Affordable Transportation Denver, CO Customer Service Manager (2006 to 2007)

Collaborated with operations and support groups to develop processes for achieving service objectives. Defined performance targets for efficiency and quality. Completed daily performance analysis, identifying areas for improvement. Maintained updated knowledge of industry developments.

Selected Contributions:

2 Upheld exceptional customer service through closely monitoring performance and promoting consistent improvement

3 Created on-site evaluation form to obtain immediate client feedback for Representatives.

KbKids.com St. Louis, MO Call Center Supervisor (2003 to 2006)

Implemented warranties, ensuring compliance with terms and conditions. Managed communication flow for internal and external customers, ensuring consistent and high-quality processes and procedures. Monitored key performance indicators and evaluated efficiency. Communicated with clients, Vice Presidents, and Call Center Directors to facilitate effective process flow.

Selected Contributions:

4 Planned and implemented changes to customer call-in experience, including 48-hour turnaround commitment for orders and dispute resolution.

5 Created one-step resolution process for questions and concerns, including dedicated Representative.

MCI Worldcom Chicago, IL Call Center Supervisor (1996 to 2003)

Managed daily call center operations, coordinating with team members at all levels to resolve issues. Ensured quality and prevented errors by monitoring both calls and overall operational performance. Tracked performance metrics. Prepared and delivered performance reviews. Communicated business goals to team members. Ensured compliance with policies and procedures.

Education and Credentials

Bachelor of Arts in Business Communications • University of Hawaii Manoa, HI

Conflict Resolution Training

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