Customer Service Manager
Resume:
CUSTOMER SERVICE MANAGER
JENNIFER
DARNELL
CONTACT INFORMATION
***********@*****.***
SKILLS
LANGUAGES
OBJECTIVE
Experienced and results-driven Customer Service Manager with a proven track record of enhancing customer satisfaction, streamlining processes, and driving team performance. Seeking opportunities to leverage skills for continued success.
EXPERIENCE
ASSISTANT AGENT COORDINATOR
Ver-A-Fast. Rocky River, OH 2012 - 2024
EDUCATION
BACHELOR'S DEGREE/EDUCATION
University of Phoenix. Phoenix, AZ 2009 - 2010
MEDICAL BILING AND CODING
Anthem College. Phoenix, AZ 2007 - 2009
Customer assistance
French Advanced. Diploma in
Advanced French
Led coordination of agent schedules, appointments, and client communications in fast-paced environment.
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Conducted quality assurance evaluations on inbound customer calls to ensure compliance.
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Analyzed call recordings for accuracy, adherence to scripts, and customer service standards.
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Provided feedback to agents on areas for improvement and suggested strategies for enhanced performance.
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Conducted onboarding training for new call center agents on company policies and procedures.
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Provided one-on-one coaching and feedback to new agents during their training period.
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Implemented training assessments to measure agent readiness and performance improvements.
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· Conducted mock calls and provided feedback to improve agent performance. Monitored agent performance and provided coaching for continuous improvement.
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Contact this candidate