Customer Service Remote
Resume:
Rocklin, CA *****
ad0tkg@r.postjobfree.com
KELLEY GREGG
SUMMARY A skilled and experienced remote management professional with over 15 years of experience in developing and implementing strategic initiatives that optimize sales, boost revenue, and streamline organizational processes. Proven track record in multi-unit management, operations management, customer service, and human resource management. Adept at training and developing teams, establishing strategic relationships, and providing exceptional customer service. Strong focus on quality standards and bottom-line management process improvement. EXPERIENCE
Remote Customer Service Manager / May 2018- Present Proveli LLC – Bloomington, IN
• Manage and supervise a remote customer service team of 15 representatives across three categories: selling and installing mailboxes and street signs, supporting the sign industry, and supporting real estate signs, posts, and accessories.
• Oversee daily customer service activities and ensure representatives provide support using CRM systems (Ring Central, Zendesk, BigCommerce, Ship Station, and WOS).
• Guarantee customer satisfaction by being the key contact for issue resolution and customer advocacy for Amazon eCommerce, Wayfair, Walmart, and Etsy stores.
• Analyze statistics and other data to determine the level of customer service performance achieved by the customer service team and provide resources needed to achieve goals.
• Train and develop the customer service team to promote performance and satisfaction and deliver excellent customer service.
• Manage call volumes and maintain Service Level Agreements (SLA) by ensuring the availability of representatives ready to answer calls.
• Improve customer service by establishing relationships, policies, process improvements, and methodologies to boost customer relations at each checkpoint.
• Identify root problem causes and long-term fixes to improve service delivery, customer outcomes, and cross-organization business performance.
• Drive performance by implementing/analyzing key metrics and dashboards on CRM systems.
• Create cross-functionality in support of customer satisfaction by working with marketing, fulfillment, pricing, sales, product support, and executive staff teams. Operations Manager (Seasonal) Aug. 2017 – Jan. 2018 Macy’s/Bloomingdale’s - Sacramento, CA
• Coordinated daily operations management of the distribution department.
• Updated account managers on any issues arising throughout the life of material handling and created solutions. Developed relationships with equipment drivers to improve processes and enhance efficiency.
• Facilitated business efficiency by implementing a broad knowledge of customer service and operations management.
• Exceeded performance requirements in the areas of safety, shortage, cost control, quality, processing standards, flexibility, reliability, customer service, and execution to plan.
• Enhanced profitability, productivity, and efficiency by identifying/developing/implementing short- and long-term operations strategies. EDUCATION BACHELOR OF BUSINESS ADMINISTRATION, BAKER COLLEGE, FLINT MI MAJOR: MARKETING – GRADUATED 2000
SKILLS &
INTERESTS
• Multi-Unit Management
• Business Strategy
• Operations Management
• Customer Service
• Human Resource Management
• Financial Acumen
• Records Management
• Training/ Development
• Cross-Functional Leadership
• Presentations
• Customer Management
• Account Management
• Remote Management
• CRM Systems (Ring Central, Zendesk, BigCommerce, Ship Station, WOS)
• Microsoft Office Suite
• Google Products
• Compliance
• Claims Handling
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