Customer Service Call Center

SUSHELIA PHELPS-DYE

********.***@*****.***

CAREER SUMMARY

Proficient Customer Service Manager with 20 + years of experience who is dedicated to managing and providing superior customer service, increase revenue and improve call handling efficiency. I am outgoing and eager to share my knowledge and guidance with your company.

AREAS OF EXPERTISE

Customer Service Management Front –End Supervision Sales

Process Improvement Teambuilding & Training

PROFESSIONAL EXPERIENCE

Electrolux

Customer Service Manager/Lead 2/2011 to 12/2022

Managed several major company Customer Service teams such as Lowes and Ikea

Managed up to 38-60 agents including 4 Team Leads at once

Ranked in the top 3 positions in Sales and QA for Q1 2015, 2016 and 2017 on 2 of my teams

From 2011-2013, successfully managed the entire call center on Saturdays

Organize chair siding with potential candidates, new hires and visitors

Developed and implemented the “Superstar Mentor Program” where veteran agents mentor and assist in helping develop new hires.

Partnered with company’s training department

Initiated and continue to lead the connectivity between the several departments within the Electrolux Company such as Charlotte Back Office and the Customer Engagement Center, encouraging open dialogue and driving alignment that leads to enhanced customer service.

Selected to be a part of the Electrolux Success Video for Job Fair Events/ On-boarding orientation

Execute excellence in mentoring and developing my team leads and front-line representatives

Partnered with counterparts in connectivity meeting such as: Goodwill Simplification Policy and Peak Season Discussion Planning

Played a key role in establishing KPI’s for the company brand to promote continuous improvement

Assist several Charity Organizations on behalf of Electrolux such as: United Way and The Heart Association

Member of the Electrolux Diversity Committee

Partner with WFO daily to early release resources when excess capacity exists

From 2011-2016, established a monthly incentive to recognized agents for doing a good job. (Great Job Card Drawing)

Manage quarterly certificates and trophies awarding supervisors and agents for top sales and quality during CEC’s quarterly Town Halls.

Partnered in several Process Improvements such as: Team Ship (Aiken Tech), Excel Training, Code of Conduct Training and several training sessions in Talent One

Extended Service Agreement/Parts Dept

Customer Service Supervisor 7/2009 to 2/2011

Coached and developed a team of 18 employees through motivating and mentoring

Met and exceeded monthly goals established in quality, sales and team productivity

Effectively handled escalated issues and followed up to provide complete resolution

Audited agent’s files to ensure processes were followed and conducted up-training with team members to enhance product knowledge

Developed/Implemented an Escalation Process to mitigate wait times and assist customers in a timely manner.

Customer Service Supervisor (Trouble Shooting Team) 9/2008 to 7/2009

Assist with Troubleshooting customers

Coached and Developed a team of 20 employees through motivating and mentoring

Met and exceeded SCA monthly goals

Effectively handled escalated issues and followed up to provide complete resolution

Audited agent’s files to ensure processes were followed and conducted up-training with team members to enhance product knowledge

Maintaining process and product knowledge

Dealer Accounting Center 1/2006 to 9/2008

Provide major appliance stores with their credits for selling Electrolux products

Assist dealers with questions that they may have with their credits

Work daily with major distributors on providing deals with Electrolux products

Provide major distributors with spreadsheets on their monthly accounts with Electrolux.

Issued replacement credits to major appliance stores such as Best Buy, Lowes, and HH Gregg

Worked in FOCUS and APROPOS

EDUCATION

2014-2017 Brenau University

Degree in Business Management

SKILLS

Proficient in CRM, Lotus Notes, SAP, FOCUS, Service Bench and Apropos

Able to multi-task

Career ambitious

Exceptional level of integrity and judgment

Proficient knowledge of Word, Excel and PowerPoint

Over 25 years of Customer Service experience

Twenty-one years of Management experience

Excellent communication skills

Demonstrates success in customer service, sales and best practices

Communication/Collaboration

Problem solving & de-escalations

Direct Supervision

Planning/Execution

Coaching/Development

REFERENCES

(Provided Upon Request)

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