Customer Care Service

IESHA ODOM

469-***-**** **********@*****.***

BUYER EXPERIENCE SUPERVISOR / OPERATIONS SUPERVISOR / VIP CLIENT SUPERVISOR

Driving Unprecedented Organizational Growth & Profitability

Professional Summary

High-achieving professional with exceptional leadership qualities and fifteen years of hands-on experience in customer care, operations management, VIP sales management and licensed insurance sales. Possess remarkable expertise in directing all aspects of customer care and operations. Out of the box, visionary thinker who champions innovative solutions to elevate organizational performance, including increasing VIP market share, improving performance KPIs and motivating teams to exceed client goals and expectations. Versatile team leader with an established reputation in developing and mentoring high performing teams and collaborating cross-functionally to implement business initiatives, improve workflow efficiency and decrease operating costs.

Core Skills: Customer Care Operations Management Property Management Business Transformation Team Building/Leadership Revenue & Growth Strategies Turnarounds Strategic Partnerships Forecasting Policies & Procedures Program Development Change Management Team Building Business Development Strategic Planning

Selected Accomplishments

Reputable for managing an inbound call center ensuring established corporate metrics are exceeded while ensuring outstanding customer service levels through QC review of agent calls.

Implemented and generated continued VIP sales growth, ensuring the efficient use of time and resources while focusing on customer satisfaction throughout all stages.

Optimized profitability and growth through proactive customer outreach and innovative case reporting.

Professional Experience

OUTBOUND OPERATIONS SUPERVISOR – CUSTOMER CARE AUCTION.COM 2022-Current

Motivate and manage 8-10 outbound sales representatives to provide first in class customer service and exceed corporate KPIs.

Collaborate with internal stake holders to increase efficiency and resolve customer issues.

Monitor all aspects of performance to ensure buyer and seller satisfaction.

Organize outbound call center reducing contract execution timeline from 14 days to 2 days.

Consistently maintained team performance exceeding corporate KPIs.

Maintain the highest employee satisfaction score within the corporation.

VIP SUPERVISOR AUCTION.COM 2019 - 2022

Proactively increase sales by offering advice on real estate purchasing and promoting additional products.

Utilize multi-buyer insight to develop innovative sales strategies.

Maintain active communication throughout the sales process to keep all parties informed and on time.

Develop and present solutions to a wide variety of client requests.

VIP SALES ADVISOR AUCTION.COM 2018 - 2019

Increase sales by offering expert real estate advice on potential purchases.

Demonstrate product features, answer questions and devise solutions.

Utilize Salesforce software to manage customer accounts and track performance.

Maintain phone and email contact with client portfolio to drive sales and increase market spend.

CUSTOMER SERVCE ASSOCIATE LENNOX INTERNATIONAL 2017-2018

Temporary assignment through Randstad.

Assist a large volume of customers daily with a focus on providing excellent customer service.

Offer customer advice and assistance with incoming orders paying special attention to special needs or wants.

CUSTOMER SERVICE TEAM LEAD TRANSAMERICA LIFE INSURANCE 2014 - 2017

Train new team members on service technique and provide feedback and scoring through QA program.

Resolve customer issues through established processes and update customers through phone and email.

Develop dynamic ownership skills by resolving challenging encounters through in-depth customer conversation.

Evaluate team performance and provide coaching and mentoring.

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