SKYY HOWARD

ad1x07@r.postjobfree.com 973-***-**** Newnan, GA 30263

Summary

Personable and dedicated Customer Service Team Leader with the proven ability to lead and motivate peers, coworkers, and

works well with management. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with

clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results

oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Skills

● Microsoft Office/365 Excel, Powerpoint, Word, ● First-Tier Technical Support

Outlook and Power BI ● Multi-Line Phone Systems

● Inbound and Outbound Calling ● Relationship Building

● Multifaceted ERP working knowledge ● Training and Development

● Problem Solving ● Team Building

● CRM Software ● iOS

● Efficient and Detail-Oriented

● Upbeat and Positive Personality

Experience

Customer Service Team Leader

Flurida Newnan, GA

11/2018 - Current

● Trained new team members on proper service methods and evaluated service delivery using quality assurance program

● Reviewed backordered products on daily basis, checking item availability and efficiently clearing shipping queues

● Offered training and support to keep team members motivated and working toward objectives

● Mentored junior team members and managed employee relationships

● Delegated daily tasks to team members to optimize group productivity

● Interviewed and selected potential new team members from list of candidates recommended by recruitment team

● Created and distributed monthly, quarterly and annual reports to management regarding performance

● Attended job training to sharpen skills and keep informed of new products

● Cross-trained staff members, resulting in 25% increase in customer satisfaction ratings

Customer Service Representative

Flurida

07/2016 - 11/2018

● Responsible for answering an average of 50 inbound phone calls daily

● Daily interfacing with customers in-person, by phone, and via e-mail interactions

● Provided quick, effective cutomer service for all external customers, using excellent, in-depth knowledge of company products

and programs

● Effective communication with team members within the customer service department and the warehouse associates

● Actively listens to customers needs and inquiries to determine appropriate service actions

● Diffuses and resolves customer problems, such as shipping or invoicing problems, issues, etc

● Process customer orders/changes/returns according to established department policies and procedures

● Accurately create and maintain customer records in ERP and CRM systems, including order preferences, product specific

feedback, address information, billing information, and contact preferences

● Documented customer correspondence in CRM to track requests, problems and solutions

● Escalated customer concerns, issues and requirements to supervisors for immediate rectification

● Informed customers about billing procedures, processed payments and provided payment option setup assistance

● Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks

Customer Service Team Leader

NCourt Atlanta, GA

05/2013 - 06/2016

● Motivated teams by recognizing and rewarding excellence

● Responsible for collecting information to resolve outstanding traffic tickets in Fulton County

● Processed, maintained, and recorded sensitive documents, filing, indexing of documents, and preparing required activity reports

● Performed as the liaison between the community and the traffic court division

● Facilitated weekly team meetings, focusing on targets & achievement

● Provided daily direction to call center associates

● Received and submitted payments for court fees and fines, accurately tracking amounts, issuing receipts and updating computer

systems

Intervention Coordinator

Fulton County Courthouse Atlanta, GA

10/2008 - 04/2013

● Interviewed clients for diversion program for the Fulton County Courthouse

● Created initiatives designed to improve the effectiveness of the program and improve business outcomes

● Maintained, created, and secured reports of client’s confidential personal information using courthouse databases

● Prepared letters and general correspondences using Microsoft Word to be submitted to various Attorneys’ offices

Education and Training

Associates in Psychology

University of Phoenix

01/2011

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