Customer Service Support

Seasoned customer support leader with over ** years of experience in managing high-performing teams and optimizing operations in dynamic environments. Currently a Sr. Manager in Contact Center Operations, demonstrating strong expertise in workflow optimization, risk management, and cross-functional collaboration. Recognized for driving customer-first initiatives that enhance satisfaction and achieve measurable improvements in business performance.

SOFTWARE/SKILLS

Customer Support & Service: Customer Service, Conflict Resolution, Client Training, Coaching, Team Building, Team Leadership, Relationship Building, Crisis Handling, Compliance-Related Interactions

Management & Leadership: Leadership, Management, Performance Evaluation, Performance Management, Training And Development, Vendor Negotiations, Budget Management, Strategic Relationships, Planning, Motivation, Operations Management, Risk Management

Technical Tools & Platforms: Workday, Salesforce, Five 9, Ring Central, Zoom, MS Office Suite, NICE, Verint, Sprinklr, JIRA, ServiceNow, Mailgun, PayPal, Klarna, Worldpay, Vantiv, Signifyd, Exigo, Narvar, CRM Platforms, Workforce Management Systems

Operations & Process Improvement: Business Initiatives, Business Process Re-Design, Attrition Reduction, Process Improve- ment, Quality Assurance, Resource Coordination, Inventory Management, Financial Management, Contract Negotiation, Problem Solving, Sales Growth, KPIs

Work Experience

Rodan + Fields Jul 2016 - Oct 2024

Sr. Manager Contact Center Operations

Developed and oversaw a relationship support specialist team, employing customer service management techniques to ensure prompt resolution of issues between top producing Consultants and internal business partners, while utilizing Sprinklr to manage and monitor social media platforms.

•Optimized day-to-day operations and workflows in the Customer Care department to enhance operational efficiency.

•Ensured service level and quality standards were achieved in accordance with service objectives through regular quality monitoring and process audits.

•Mentored and coached staff to deliver high-level service, setting clear performance goals and providing guidance to elevate team productivity, showcasing strong coaching skills.

•Resolved escalated situations and customer complaints by effectively guiding agents through complex issues and utilizing stakeholder management strategies.

•Maintained accurate records of customer interactions and collaborated closely with management across all operational areas as a subject matter expert on products, processes, and platforms.

•Supported strategic initiatives by creating and implementing customer service policies, procedures, and standards.

•Analyzed customer care data to drive process improvements and reduce operational effort, integrating data analysis to enhance customer experience.

•Collaborated with BPO partners to ensure adequate coverage and meet SLA requirements.

Wells Fargo Bank, NA Dec 2008 - Jun 2016

Customer Service Manager

Built a management team from the ground up, meeting and exceeding aggressive sales, efficiency, and operational objectives while ensuring a superior customer experience.

•Managed a 24-hour call center with 120 team members, directly supervising 7 directs and leveraging workflow optimization techniques to meet SLA requirements.

•Developed and coached supervisors into highly productive team leads, applying coaching skills to enhance overall performance.

•Set and monitored service standards and goals, implementing scalable solutions to drive operational efficiency and improve customer satisfaction.

•Conducted sales, service, and product analyses to identify and resolve complex issues, ensuring compliance with government regulations and company policies.

•Coordinated staff, budget, and resources effectively to improve group performance across all metrics and KPIs, while resolving complex problems and inquiries.

Wells Fargo Bank, NA Mar 2013 - Mar 2015

Supervisor Online Banking

Transformed an under-performing team into the top-ranked group within 12 months through focused coaching and perfor- mance management.

•Guided 22 bankers using effective service practices and motivational feedback to boost customer satisfaction and achieve aggressive sales targets.

•Conducted comprehensive performance evaluations and set standards based on prior performance and company KPIs.

•Enhanced bankers' skills through targeted coaching and job shadowing, fostering career development and operational excellence.

•Implemented performance improvement plans and managed progressive disciplinary actions to ensure continual growth and compli- ance.

•Efficiently managed payroll, PTO, and FMLA reporting for all team members.

•Achieved incentive payouts by exceeding goals in customer satisfaction, core solutions per 100 calls, and profit per call.

Wells Fargo Bank, NA Oct 2012 - Mar 2013

Service and Sales Team Lead

Increased overall success rate by 25% within two months by driving key performance metrics and leveraging collaborative leadership.

•Achieved incentive payouts by consistently exceeding targets in core service metrics.

•Provided clear direction and maintained strong stakeholder communication to support a team of 48 service and sales bankers.

Wells Fargo Bank, NA Jul 2011 - Oct 2012

Executive Office Team Lead

Led a top-performing team of Executive Office bankers, achieving retention of 66% during a major restructuring through strategic leadership and effective coaching.

•Offered ongoing coaching, direction, and guidance to 18 executive office bankers, focusing on continuous improvement in service quality and efficiency.

•Enhanced team performance on key metrics by improving quality from 94% to 98%, adherence from 90% to 95%, and reducing average handle time from 352 to 289 seconds per call.

•Supported multiple business lines across consumer and business online issues, ensuring compliance and high-performance standards.

•Earned Service Excellence Awards in 2011 and 2012 and the Star Performer Award in 2011 for exceptional leadership and results.

Wells Fargo Bank, NA Dec 2008 - Jul 2011

Customer Service Representative

•Resolved escalated issues with a 97% success rate, demonstrating strong problem-solving and customer service skills.

This is the Place - Bookstore Mar 2006 - Aug 2008

Owner/Manager

Instituted a new inventory system with projected cost savings of 60% per year, streamlining operations and reducing expenses.

•Managed human resources, financials, marketing, inventory, and contract negotiations, applying strategic relationship building and operational efficiency.

•Recruited, hired, and trained a staff of 7, establishing robust employee onboarding and handbook protocols.

•Implemented progressive improvement plans and disciplinary actions to maintain high performance standards.

Financial Title Company Sep 2003 - Oct 2007

Account Manager

Exceeded deliverables and developed strategic business partnerships through effective client training and relationship management.

•Increased gross sales by 81% from 654K to 1.18MM by implementing targeted sales strategies.

•Surpassed marketing and sales goals by 83%, demonstrating strong operational efficiency and stakeholder management.

Financial Title Company Mar 1998 - Sep 2000

State/County Administrator

Centralized payroll and administrative functions to streamline operations and reduce redundancies.

•Established and negotiated with preferred vendors to secure discounted rates, achieving annual cost savings of 20K.

Contact this candidate