Customer Care Sales
Resume:
PROFILE SUMMARY
Diligent, results and process-driven professional, with solid years of experience in personal development and performance coaching, call center management. Focused on team building, meeting and exceeding company goals, execution, and maintaining excellent internal and external customer relationships. Possess records of success in leading company initiatives and streamlining existing business operations to gain and ensure profitability. Recognized for superior performance, mentoring, and creative problem-solving abilities. Demonstrate in-depth knowledge of business and operations processes. Well-developed team leadership and supervisory adeptness as well as solid communication and interpersonal skills. Excel at leading teams to maximizing their potential through coaching and mentoring, improvements in productivity and processes toward successful attainment of goals. I am committed to quality and excellence in individuals and business needs.
PROFESSIONAL SKILLS
Certified Self-Development and Performance Coach.
Excellent oral and written communication skills.
Analytical, problem-solving, and troubleshooting abilities.
Committed to professional and self-development, willing and able to complete special training as required.
Customer-oriented, known for skillfully identifying and resolving problems by developing customized solutions to the needs of each user.
Strong motivator/team player with effective and excellent planning, organizational, and negotiation strengths as well as the ability to lead, establish goals, and attain results.
Skilled at developing strong relationships with quality vendors.
Ability to manage schedules, meet deadlines, and orchestrate consistently high-quality operation.
PROFESSIONAL EXPERIENCE
Customer Care Manager [2019 - 2020]
Morris 4x4 Center, Pompano Beach FL
Managed day-to-day operations in the Customer Care department.
Developed and implemented Balanced Scorecards and guide for phones, chats, and emails.
Reviewed existing processes and worked on streamlining for better structure and increased performance.
Created and managed department KPIs.
Created schedules and approved payroll and vacations.
Collaborated with HR to improve new hire job descriptions.
Kept informed on the latest industry trends, techniques, and methods.
Handled customer escalations.
Collaborated with Warehouse and Sales Personnel to increase efficiencies.
Created strategies to improve customer resolution time.
Presented department updates and action plans at weekly Leadership meetings.
Created team-building exercises to improve the company's work culture and increase employee values.
Formulated and implemented individual development plans to establish behaviors that led to improved performance.
Created Customer Care trainings for continuous learning and development.
Utilized data analytics to guide decision-making strategies and identify trending behaviors.
Restructured department workflow and implemented cross-training among CS admins.
Streamlined department processes to improve proficiencies, enhance customers’ experience and increase productivity.
Monitored and evaluated calls, chats, and emails to ensure high-level customer service and targets were met.
Assessed team members’ schedules to ensure adequate coverage was provided.
Customer Service Supervisor [2019]
Arteza LLC, North Miami FL
Created Standard Operating Procedures for new Customer Care team.
Created Customer Care department’s fundamentals.
Responsible for training and mentoring Customer Care agents.
Conducted 1 on 1 coaching to assess and develop abilities to increase productivity.
Created strategic solutions and action plans to improve inefficiencies in key performance metrics.
Recognized and highlighted agents’ successes to build morale and best practices.
Resolved escalated issues from leads to maintain and retain customer relationships.
Monitored and evaluated calls, chats, and emails to ensure high-level customer service and targets were met.
Retention & Sales Call Center Supervisor [2015 - 2018]
Liberty Power, Fort Lauderdale FL
Applied functional knowledge of performance standards to team members.
Reviewed performance data and diagnose performance gaps to identify performance and productivity gaps.
Discussed KPIs, metrics, and monthly achievement plans regularly with team members to identify and agree on actions to improve performance.
Researched and responded immediately and accurately to customer escalations and inquiries.
Managed a team of Retention agents that focused on retaining existing customers and sought out renewal opportunities.
Monitored and evaluated inbound/outbound sales and retention calls to ensure customers were being serviced with the highest level, as well as ensuring phone metrics were met.
Supported Sales team members with day-to-day sales activities.
Reviewed and approved agents’ monthly commissions and timesheets.
Assisted with new-hire orientation and onboarding.
Traveled to Honduras to ensure policies and relationship needs were met.
Supported day-to-day relations with the offshore Sales and Retention team members (25) and management in Honduras.
Retention Agent & Lead Support [2010 - 2015]
Liberty Power, Fort Lauderdale FL
Tabulated and reported on retention effort outcomes.
Distributed leads, daily.
Ensured a swift resolution to customers’ issues while complying with company policies.
Assisted with new-hire orientation and onboarding.
Mentored team members on how to overcome objections.
Retained and Re-contracted existing Small, Medium Business customers.
Assisted with Manager’s escalations and team huddles.
Engaged in an environment in which customers receive a high level of quality service to preserve customer loyalty.
Team Lead [2004 - 2010]
Wyndham Vacation Resorts, Margate FL
Provided direction, guidance, and assistance to the team.
Set goals based on the company’s initiatives and motivate the team in achieving those goals.
Assigned and got tasks done by the team in a timely manner.
Developed strategies and motivated team through personal and professional development.
Provided training to team members and tracked their performances.
Took and implemented feedback from team members and conducted team meetings.
Managed day to day operations between owners, third-party vendors, and resorts.
Liaison for WVO, RCI, and Interval International to ensure quality owner trades.
MARCIA A BOWMAN
Coconut Creek, FL, 33063
***********@*****.***
CORE COMPETENCIES
Personal-Development Coach
Mentor
Motivator
Critical Thinking
Problem Resolution
Decision Making
Interpersonal Skills
Time Management
Prioritization
Call Center Management
Strategic Planning and Development
Departmental Needs Assessment
Employee Performance Evaluation
Conflict Resolution
Quality Assurance
Customer Retention
Performance Tracking and Reporting
Leadership
Team Building
Training
TECHNICAL SKILLS
Microsoft Office (Word, Excel, Power Point, Outlook)
Type 65 wpm
Nice
Cameo Dialer
PureCloud
Sales Force
Siebel
Mainframe
RCC
Zoom
UltiPro
Zendesk
Aircall
Shopify
Sellbrite
Amazon Seller
Gorgias
Stamped
MOM
Vonage
EDUCATION & TRAINING
Florida Metropolitan University, Pompano Beach, FL [2005 - 2007]
Degree: Associates in Science Hospitality Management
Certified Coach, Trainer, and Mentor
Jack Canfield Success Principles Training
Completed courses:
Time Management
Customer Service Leadership
MAGIC
Performance Assessment
Creative Writing
Communication Skills
Personal & Professional Development
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