Daisy Green

Columbia, South Carolina • 843-***-**** • advamv@r.postjobfree.com

Consumer Engagement Manager

I am an experienced and compassionate professional with progressive experience in fast-paced call center environments. I am adept at managing high volumes of customer inquiries and complaints, while maintaining a positive and empathetic demeanor. I possess excellent communication, problem-solving, and conflict resolution skills, with a proven track record of exceeding customer satisfaction targets. WORK EXPERIENCE

Concentrix • Remote • Full-time • 09/2021 - Present Customer Service Team Lead

• Supervise and motivate the remote customer service team to exceed performance and quality goals.

• Oversee the daily operations of the customer service team, including handling customer inquiries and complaints, and ensuring prompt and efficient resolution.

• Monitor team performance and provide regular feedback and coaching to team members to improve their skills and performance.

• Develop and implement processes and procedures to streamline the customer service function and ensure consistency in customer interactions.

• Collaborate with other departments and management to ensure that customer service goals align with overall company objectives.

• Identify and analyze customer feedback and trends to identify opportunities for improvement and make recommendations for changes to policies and procedures.

• Manage the scheduling and workload of the customer service team, ensuring that all customer inquiries and complaints are handled in a timely and professional manner.

• Hire, train, and mentor new customer service team members to ensure that they have the skills and knowledge to perform their jobs effectively.

• Ensure that the customer service team follows company policies, standards, and guidelines for customer interactions.

• Conduct regular team meetings and trainings to keep team members informed of company news and updates, and to provide ongoing training and development opportunities. Le Cruset of America • Early Branch, SC, USA • 08/2016 - 09/2020 Consumer Service Lead/Supervisor

• Developed knowledge and competence through performing standard work assignments. Assist with the overflow of work from the Accounting, Social Media, and Customer Service Departments.

• Provided research for and creates ad-hoc reporting and analysis related to consumer accounts.

• Engaged with consumers related to inquiries posted on social media.

• Assisted customers with warranty claims, process orders, and reverse orders using a variety of software systems such as Kount, AX Logistics, CEM, and Magenta

• Supervise staff to ensure that all accounts were accurately processed.

• Reviewed and analyzed all accounts in the Kount system to prevent fraudulent orders or duplicate charges.

• Assured prompt and positive action on all complaints, questions, concerns and suggestions, as well as conduct quality assurance follow-up with the upmost exceptional service

• Generated reports and conduct research based on information in various software systems. Private Duty Home Care • Hampton, SC, USA • 08/2013 - 08/2017 Owner/Operator

• Prepared, managed and tracked department budget costs. Monitored budget variances monthly and initiated budgetary control actions as appropriate

• Cultivated employee position descriptions, analyzed salary increase requests, entered employee transactions, assisted employees with tracking customer requests.

• Performed professional telephone etiquette in handling requests, projects an approachable and professional image in personal appearance, manner, and demeanor

• Reviewed, processed, and approved all compensation adjustments. Collaborated with key stakeholders to define best practices and work towards the implementation of new policies and practices.

• Assisted patients with home health care needs.

• Recruited and hired certified nurses to assist patients. Five Star Asset Management • Full-time • 08/2010 - 08/2017 Customer Engagement Manager

• Managed and responded to customer inquiries through various channels, such as email, phone, and social media.

• Conducted customer research and surveys to gather feedback and insights on customer preferences, needs, and satisfaction levels.

• Developed and implemented customer engagement strategies to build strong relationships and improve customer experience.

• Created and managed customer loyalty programs, such as referral programs and rewards systems, to increase customer retention.

• Analyzed customer data and metrics to measure the effectiveness of customer engagement initiatives and identify areas for improvement.

• Developed and delivered customer training and supported programs to help customers maximize the value they received from the company's products or services. EDUCATION

High School Diploma

Estill High School

SKILLS

Employment Verification, Microsoft Office, Technical Competency, Human Resource Management, Order Processing, Accounting, UltiPro Software, Technical Support, Problem Solving, Data entry, Emotional Intelligence, CRM Software, Complaint Resolution, Interpersonal Skills, Customer Service, Communication Skills

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