Customer Service Support Specialist
Resume:
C O N TACT
********@*****.***
Dallas, TX 75204
phone
address
C A R E E R O B J E C T I V E
Dynamic professional with experience leading teams and managing customer service operations in fast-paced retail environments. Proven track record of increasing employee engagement, driving sales growth, and ensuring superior service. Skilled in managing inventory, training and developing staff, and building strategies to improve operational efficiency and customer satisfaction.
Thoughtful leader with strong analytical and problem- solving abilities to drive business results. Have full ownership of strategic thinking to identify and capitalize on opportunities for growth and efficiency. Keen ability to analyze complex data and develop effective solutions to problems. Deliver symmetry with forward-thinking
organizations that strive for meaningful impact.
E D U C ATION
May 1996
Associate In Arts (A.A.) In Advertising
Marygrove College, Detroit, MI
E X P E R I E N C E
October 2017 - Present
Front Line Manager
Genpact, Richardson, TX
January 2013 - August 2017
Customer Retention Specialist
Capital One Financial Corp, Richmond, Va
March 2012 - February 2017
IT Support Specialist
High Profile, Buchanan, Michigan
• Provided feedback on team performance
Developed and implemented strategies to improve
customer service
•
Reviewed employee time-sheets for accuracy
before submitting them for payroll processing.
•
Established goals for employees based on business
objectives.
•
Motivated staff through positive reinforcement and
recognition programs.
•
Implemented new policies and procedures to
streamline operations.
•
Enforced company policies in a fair and consistent manner.
•
Implemented best practices for data security and
access control based on user roles and privileges.
•
Organized training sessions for team members on
how to handle difficult conversations with clients.
•
Serviced new and existing accounts to provide
outstanding customer service.
•
Developed and implemented customer loyalty
programs to increase retention rate.
•
Influenced customers to recognize value of
products or services and identify new
opportunities.
•
Troubleshot issues on device-specific problems,
network performance, and internet connectivity.
•
Handled customer complaints and escalated issues
according to procedures.
•
FRONT LINE MANAGER
R O D E R I C K K I N E S
Provided technical advice to colleagues regarding
installation procedures or troubleshooting
techniques.
•
Responded in a timely manner to service issues and requests sent in through the help desk software.
•
S K I L L S
• Franchise Management
• Remediation Services
• Program Improvements
• Inventory Accuracy
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