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Customer Care Manager

Chesapeake, VA
November 29, 2020

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Tasha Gibbs

Chesapeake, Virginia *****


A Team leader & professional experienced in influencing others, critical thinking, planning and organizing events, effective communication, active listening, training and developing, open to receive and provide feedback, attention to detail, delegating responsibilities and providing clear expectations. Technical Skills (Applications, Systems & Software) PC literate; MS Word; MS Excel; MS Windows 98; MS Windows ME; MS Windows XP; AS 400; TYSYS 1 & II; Frontier; CMS workforce schedule manager; Zendesk & Happy Fox ticketing systems; NICE; Xcelerator Dispatch System; Epicor; Veracore; Clean Magic; 3DCart; Shopify; Magento; Brightpearl; JAZZ; Kronos Professional Objective: To attain a professional career path where my Leadership/Management ability and heightened communication skills, and passionate World Class Customer Care/Service skills will be maximized.

Professional History:

FDL Delivery Solutions – Client Success Manager/Leader December 2017- Current Coaching and Support offered includes:

Client Relationship Building

Training, Development and Customer Success Support

World Class Customer Care with Service Excellence (specializing in high NPS scores)

Client -Partner Success using the Raving Fan 8A’s Strategy

Complete Cycle Accounts Management to include data entry and account updates through Veracore warehouse order management system

Lead and support Ticket Management flow – Zendesk & Happy Fox

Recruiting, On-boarding & New Hire Training & Development

Meeting and exceeding goals and client expectations

Leadership Training & Development

Company and client monthly sales, revenue and trends reporting

Client relationship building for continued business success a) Small Business Entrepreneurs/Owners

b) Mixed Variety of Ecommerce Clients

Courier & Logistics Support Management (Dispatch Operations Manager 2017-2018) Client Success Training Coach – TnK & Associates, LLC 01/2015-Current Contracting Coaching and Support offered includes:

Training, Development and Customer Success Support

World Class Customer Care with Service Excellence

Client -Partner Success using the Raving Fan Strategy

Accounts Management

Recruiting and On-boarding

Meeting and exceeding goals and client expectations

Leadership Training & Development

Art of handling and controlling call escalations (shared via 5 step training)

Client relationship building for continued business

Internal Team Leadership/Management Support

Sr. Field Operations Manager - Janitorial Franchise 03/2013- 07/2015 Duties include:

Contacted existing clients/customers to ensure happiness and satisfaction with professional janitorial services provided.

Managed and tracked client activity via excel spreadsheets

Created, updated & managed business proposals for new & extended business growth opportunities

Talent Recruiter

Handled client escalations, face to face, over the phone & via email communications

Managed client relationships with over 250 clients

Managed partnership with over 60 janitorial franchise owners

Completed onsite field visits for clients to ensure work is being performed to meet company expectations and ensure contractual compliance

Performed crew changes when clients are unsatisfied in an ongoing effort to build lasting strong and professional business relationships

Provided feedback to franchise partners on the client’s behalf

Facilitated client/franchisee walk through when new client/franchisee business partner relationships are established

Facilitated commercial janitorial franchise education classes for all new franchisees along with continuous refresher classes to ensure higher quality servicing for our clients and customers

Increased business revenues by recruiting new client business & upselling to existing client base (worked closely with internal sales professional)

Decreased company attrition and maintained a less than 1% value, which kept our office in the top ten and top five out of 51 other offices

Lead executive meetings and weekly staff meetings Team Lead Nesting Coach: Leadership Team – Citi Group 02/2009 – 06/2012 Government Travel Card Program

Duties include:

Monitored skill splits via Workforce Management Tracking System

Quality Control via NICE agent monitoring system

Lead my team in achieving the highest quality scores of 95% and above for multiple months straight and achieved top team performance for 6 consecutive months encompassing 1st call resolution

Changed employee skill splits based on volumes and staffing needs

Created reports using system data

Main point of contact for coaching and developing new employees (training program)

Provided 360 feedback and analyzed training opportunities

Participated in writing and updating procedures for company knowledge base

Functioned as MOD once a month on weekends

Valued contributor for company spirit team which manages events, assisted with site morale and associate engagement

Assisted with company day to day operations under Sr Management (Leadership)

Handled escalated calls and issues from all departments

Performed extensive research for Military Card accounts a) Worked with & supported Agency Program Coordinators (APC’s) b) High End Military Officials

Provided call backs to clients, customers and other departments within the company

Lead Conference calls, meetings and training classes

Provided top notch client and customer service at all times

Supervised call center floor daily

Assisted with performance cards and evaluations

Worked well independently as needed

Specialized in Team Work- to ensure customer satisfaction at all times

Worked on company projects with Sr Project Managers to eliminate company profit loss and ensure minimal customer impacts

Project Management to include a liaison for various other projects within our department Education

Green Run Senior High School Graduate Virginia Beach, VA Excelled to high monuments in Spanish

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