Customer Service Call Center

CAROLYN ANN CARMICHAEL

Conley, GA ***** 770-***-**** Mobile *******.**********@*******.***

OBJECTIVE: Seeking a challenging yet fulfilling position that will utilize my Customer Service Management skills to the full potential.

PROFESSIONAL SUMMARY

Talented and highly-regarded Customer Service Professional with proven results of improved team performance by 95%; Interactive Leadership qualities; Launched new. multiple sites from the ground up, with payroll/timekeeping experience; amazing customer service rapport to all customers, call center operations; Interacted with Senior leadership and Executives at all levels with confidence; HR Management and cloud-based human capital management. Passionate Leader, Mentor, Coach, Trainer whom built productive relationships; Resolved customer concerns and deescalated issues to gain customer loyalty; Regional Loss Prevention and Loss Prevention Recovery techniques; Supervised in a fast-paced, retail setting; Possessed strong organizational, interpersonal and communication skills. Types 45 + wpm

CORE COMPETENTICES

ü Results-Driven ü Deadline-Oriented ü Conflict Resolution

ü Active Listening Skills ü Approachable ü Sales Oriented

ü Problem-Solver ü Good time-management ü Risk Management

ü Patient and Empathetic ü Project Management ü Critical Thinking

PROFESSIONAL EXPERIENCE

OPERATIONS TEAM LEAD ~ TTEC Duluth, GA 11/2022 — Present

Operations Team Lead Closely works with Operations Manager.

Processes payroll with Work Force (WFO) schedules with Kronos, time & attendance management

Workforce management of Capital One clients for case management and with Porsche's client for two years

Achieves weekly to monthly goals with agents to analyze data on metrics from Tableau & PBQS into cash and monthly bonuses with customer satisfaction scores, service level and quality goals

Works Call Center and makes sure agents are productive taking calls on time getting back from breaks lunch on time coming to work on time making sure agent benefits are taken care of

Analyst for NPS for weekly and monthly customer service surveys

Develops team players and trains responsible agents to report to work on time

Conducts weekly team meetings remotely with clients by telephone or Zoom meeting

Works on-site program at call center with agents making sure agents perform excellent customer service

Coaches daily with call-taking analysis and with call calibrations; Performs PC troubleshooting

CUSTOMER SERVICE SPECIALIST ~ TTEC Duluth, GA 07/20 — 11/2022

Call Center communications with technical proficiency and understanding of product/services

Organizational know-how and operations management

Worked call center remotely with external/internal customer service

Experienced working knowledge of Microsoft Office,

Promoted to Digital e-mails while working with Gladly/SMS

Proficient in resolving the investigation, analysis, and evaluation of external cases from customer queries

Problem identification/Solution/Solve the customers’ questions, concerns, and issues

Worked with Operation Managers and Team Leaders to accomplish excellent Customer Service

OPERATIONS SUPERVISOR (Atlanta Airport) ~ Hudson Group Inc. Atlanta, GA 10/19 — 07/20

Assisted the General Manager and Operational Supervisors and Managers for talent management

Directed the daily scheduling for HR Benefits and department operations of 13+ cashiers/replenishers

Managed daily operations, including supervising team members across multiple retail stores

Aligned operational boundaries between processes and production demands and staff schedules

Trained staff, mentored, coached & motivated high-performing team members daily to maximize productivity

Provided regular employee performance reviews, feedback, and handled deficient areas for improvement

Improved internal communications by creating employee recognition and rewardable practices

Developed and oversaw strategies for improving operational efficiency and accuracy

Cultivated & strengthened relationships with on-site sales representatives, vendors, and stakeholders

Ensured safety and emergency readiness among personnel by disseminating information on and monitoring compliance with regulatory and organizational policies

Developed initiatives for process improvement and reviewed and assessed ongoing operations

Managed shipment processing, provided direction to associates, and oversee inventory activities

Set routes for optimal deliveries, coordinated with drivers

Aided senior leadership during executive decision-making process by generating the end-day with daily reports, cash register audits, and drop cash deposits daily

Inspected production areas to identify and corrected unsafe or unauthorized practices

Collaborated with a diverse staff to enhance customer satisfaction, processes, and bottom-line profitability

Enforced security policies and procedures, an ever-vigilant theft and shoplifting awareness to protect company assets from theft, damage, profit and loss

Managed company inventory control, replenished the proper rotation of stock on the sales floor

Assessed, optimized, and elevated operations to target current and expected daily sales demands

Delivered positive customer experiences by implementing effective quality assurance practices

Supervised, delegated assigned, specific tasks to staff for day-to-day operations

Secured revenue, accurately monitored cash intake, and maintained store policy updates

RETAIL SALES ~ Ashley Furniture Homestore McDonough, GA 04/19 — 10/19

Deployed new display ideas to improve accessibility to merchandise, increasing sales by 90%

Demonstrated products to customers, discussed features, and redirected objections to capture sales

Stayed up-to-date on store promotions and payment policies

Met or exceeded upselling, donation and credit card sign-up targets on a consistent basis by leveraging excellent communications and interpersonal strengths

Used Window 10 to register system to ring up customer purchases, processed payments and issued receipts

Educated customer on product and service offerings

Recommended optimal merchandise based on customer needs, preferences, and desires

Consistently put customers first by handling needs with a sense of urgency and compassion

Kept current on market and product trends to effectively answer customer questions

Marked clearance products with updated price tags

RETAIL SALES/MAKE-UP ARTIST/ESTHETICIAN ~ ULTA Dunwoody, GA 06/17 — 04/19

Planned cosmetics sales events and weekly sales were exceeded by over 90%

Provided excellent customer service beauty tips

Provided retail sales for Mass and Professional Cosmetics

Utilized store computer keyboard register for retail sales

Protected company reputation and built loyal client base by working relentlessly to resolve problems and improve customer satisfaction

Delivered an exceptional service to each customer by listening to concerns and answering questions

Ordered make-up materials and equipment from suppliers when inventory was running low

Provided make-up and skin care services to 20-25 clients weekly

Suggested personalized skin care routines for clients, keeping skin type and skin conditions in mind

Applied make-up services to 10 clients per month for weddings, promos, and other special events

Employed artistry and technique expertise by working directly with clients representing products at industry or fashion trade shows and private events

Employed artistry expertise by working with clients representing products at private events

Kept notes listing preferences and services provided to clients for quick reference

Maintained knowledge of industry products, including chemical composition, structure, and properties

Drove retail sales through salon product and service promotions, and making catered recommendations

Scheduled eight (8) daily client appointments with details, including preferences and special needs

MERCHANDISING PRODUCT SERVICE/COMMERCIAL SALES ~ Lowes East Point, GA 02/07 — 03/17

Specialist in Product Service & worked with Corporate in Merchandising new product for retail sales

Made sure that signage was in place to promote sales and advertising

Worked with Vendor and planned events wit Store Manager and Department Managers

Traveled locally to Lowe’s stores and branches to help staff when needed

Managed daily merchandising tasks, advertising, sales, ordering, as needed

Planned and executed Plan-o-gram & created communication strategies to meet client objectives

Identified and solved complex problems impacting operations management and business direction

LOSS PREVENTION MANAGER ~ Circuit City Morrow, GA 05/02 — 03/07

Decreased loss by facilitating training programs on loss prevention, policies, and operations

Maintained the lowest shrink in the market and the regain of 95% year over year

OPERATIONS SUPERVISOR ~ TJ Maxx (Buckhead) Atlanta, GA 09/99 — 04/02

Directly supervised over 50 employees in a $3 to $10 million dollar store

Trained new employees under the capacity of district trainer for loss prevention

Trained at Regional with Regional Manager with the Investigation Task Force

Managed store schedules, store audits, warehouse and inventory

Reduced store shrinkage from 5.8% to 2.5%

Wrote extensive investigative reports following up interviews with the use of CCTV

Mitigated escalated situations to meet objectives and drive customer satisfaction ratings

Reviewed customer interactions and activity reports to identify and address concerns

Quickly responded to customers both online and in person to improve company customer service

Ensured team members’ performance by providing supervision, scheduling, counseling and evaluations

Received accolades for delivering exceptional customer service

LOSS PREVENTION INVESTIGATOR/COSMETICS MANAGER ~ Macy’s (Southlake) Morrow, GA 02/98 — 09/99

Planned and executed investigations for internal and external theft and fraud with use of CCTV

Conducted analysis to address shrink which led to low inventory

Documented surveillance updates on renewal progress, at-risk renewals and renewals forecast

Audited safety process and overall business operations

Performed audits of safety procedures, business offices, and CCTV systems

Identified, investigated and resolved internal and external theft and fraud

Ascertained, investigated and alleviated internal and external theft and fraud

TECHNICAL EXPERTISE

Software Programs: Microsoft Office Word, Excel, PowerPoint, Outlook, MS Teams, SharePoint, MS Azure, Zoom, Adobe Acrobat, (Advanced); Gladly Connect (SSO provider); Tableau (Customer Service Analysis); Data Analysis, Chrome, Windows 10

ACCOMPLISHMENTS

Protective Services – Applied Safety Procedures and policies as outlined in Department of Safety

Created New departmental name for store phone ‘SMART PHONE’ and won 1st Place

Top Sales for Professional Hair Care Products

Number One Sales in Cosmetics

Awarded Employee of the Month

EDUCATION

Associate Degree South College Savannah, GA

Business Administration (1992)

Certificate of Completion of Theology The BBC Fairburn, GA

The Doctrine of Soteriology (2019)

Certified in Private Investigations Clayton State University Morrow, GA

Private Investigation and Interviewing (2010)

State License: The Academy by Joel & Co. Savannah, GA

Master Cosmetologist (1994)

High School Diploma Bradwell Institute (1986) Hinesville, GA

Bridge to Management TJ Maxx Atlanta, GA

Manager Training Certificate, TTEC 101 & 102

TTEC Certification, Business Analysis

Certificate of Completion Crisis Response Training TTEC (10.25.2023)

References Available Upon Request

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