Customer Service Data Analytics
Resume:
LINDA M.
SCIBOR
**********@*****.***
Glenview, IL 60025
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SKILLS
• Adaptable
• Agile
• Problem-Solver
• Driven
• Coach
• Focused
• Mentor
• Goal-Oriented
• Cross-Channel Marketing
• Account Management
• Rapport and relationship building
• Data Analytics
• Customer Complaint Resolution
• Database Management
• CRM software expertise
EDUCATION
The Cooking & Hospitality Institute of
Chicago
Chicago, IL • 05/2001
Culinary Arts: Restaurant And Food
Services Management
St. Louis Community College
St Louis, MO • 01/1999
BBA: Business Administration And
Management
PROFESSIONAL SUMMARY
Goal-oriented manager with distinguished experience in the Customer service industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent.
WORK HISTORY
The Mulch Center - Manager, Customer Service
Deerfield, IL • 03/2025- 06/2025
• Open and maintain customer accounts by recording account information
• Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
• Maintain financial accounts by processing customer adjustments
• Recommend potential products or services to management by collecting customer information and analyzing customer needs
• Prepare product or service reports by collecting and analyzing customer information
• Contribute to team effort by accomplishing related results as needed
• Manage large amounts of incoming calls
• Generate sales leads
• Identify and assess customers' needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid, and complete information by using the right methods and tools
• Meet personal and team sales targets and call handling quotas
• Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
• Develop seasonal talk tracks
• Keep records of customer interactions, process customer accounts, and file documents
• Follow communication procedures, guidelines, and policies
• Go the extra mile to engage customers
• Resolve customer complaints via phone, email, mail, or social media
• Use telephones to reach out to customers and verify account information
• Greet customers warmly and ascertain problem or reason for calling
• Cancel or upgrade accounts
• Assist with placement of orders, refunds, or exchanges
• Advise on company information
• Take payment information and other pertinent information such as addresses and phone numbers
• Place or cancel orders
• Answer questions about warranties or terms of sale
• Act as the company gatekeeper
• Suggest solutions when a product malfunctions
• Handle product recalls
• Attempt to persuade customer to reconsider cancellation
• Inform customer of deals and promotions
• Sell products and services
• Utilize computer technology to handle high call volumes
• Work with customer service agents to ensure proper customer service is being delivered
• Close out or open call records
• Compile reports on overall customer satisfaction
• Develop seasonal talk tracks
• Handle changes in policies or renewals
US Vein Clinics - Manager, Workforce Management
Northbrook, IL • 08/2024 – 03/2025
• Scheduling and Planning: Developing and implementing employee schedules to meet operational demands while minimizing labor costs.
• Forecasting: Analyzing historical data and predicting future staffing needs based on anticipated workload.
• Performance Analysis: Tracking and evaluating employee performance, attendance, and productivity.
• Compliance: Ensuring adherence to labor laws, regulations, and company policies.
• Optimization: Identifying areas for improvement in workforce utilization and efficiency.
• Communication and Collaboration: Working with various departments to align workforce goals with overall business objectives.
• Reporting: Generating reports on key workforce metrics to inform decision-making.
• Being data-driven and analytical
• Fostering creativity
• Keeping an open mind
• Anticipating needs
• Having empathy
Strange Engineering - Manager, Sales and Customer Support Morton Grove, IL • 05/2022 - 02/2024
• Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
• Established strong client relationships by conducting regular follow-ups and maintaining open communication.
• Implemented new training programs to strengthen team knowledge and performance.
• Managed accounts to retain existing relationships and grow share of business.
• Spearheaded initiatives aimed at enhancing employee morale, reducing turnover rates within department.
• Increased sales by developing and implementing effective sales strategies.
• Delivered recommendations to long-term accounts to promote brand awareness to key audience.
• Collaborated with advertising group to create uniformity between advertising messages and retail incentives.
• Implemented systems and procedures to increase sales.
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
• Built relationships with customers and community to establish long-term business growth.
• Demonstrated products to show potential customers benefits and advantages and encourage purchases.
• Enhanced customer satisfaction through attentive support and prompt issue resolution.
• Compiled and analyzed data to determine approaches to improve sales and performance.
• Managed diverse team of sales representatives, ensuring optimal performance through coaching and feedback.
• Gained strong leadership skills by managing projects from start to finish.
• Proven ability to learn quickly and adapt to new situations.
• Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
• Gained extensive knowledge in data entry, analysis and reporting.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Organized promotional events and interacted with community to increase sales volume.
• Analyzed customer feedback data to identify areas requiring improvement or adjustments in our services or products.
• Streamlined internal processes for improved efficiency, leading to
• higher productivity in sales and customer support teams.
• Implemented practical networking techniques.
Endurance warranty - Dealer Services Support Specialist Northbrook Il • 03/2021 - 05/2022
• Dealer Services Support Specialist will provide support to National Business Development Team and Agents and respond to dealership/customer queries
• Will provide customer service and sales support by fulfilling supply orders, tracking and managing sales databases, and resolving any emerging problems the Sales team, agents, dealers and customers may face with accuracy and efficiency
• Target is to ensure excellent service standards, respond efficiently to inquiries, and maintain high customer satisfaction
• Required to make and manage high volume of inbound and outbound calls
• Part of the highly functional, successful Dealer Services Support team.
• Created user accounts and assigned permissions.
• Resolved accounting and billing concerns with little oversight.
• Developed and implemented preventive maintenance procedures.
• Collaborated with vendors to locate replacement components and resolve advanced problems.
• Offered assistance in implementing and developing training programs.
• Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
• Streamlined support procedures for quicker response times, resulting in higher client retention rates.
• Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
• Established knowledge base for efficient issue resolution, reducing ticket backlog significantly.
• Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
Advanced Disposal/ Waste Management - Residential and Commercial Dispatch
Northbrook Il • 08/2020 - 03/2021
• Coordinate activities of drivers to maximize productivity, while assuring prompt and effective service to customer
• Assign calls in accounts, missed stops and new customers to drivers based upon designated route and driver location
• Courteously interact with customers and/or general public
• Update, prepare and dispense daily route schedule
• Report driver problems to appropriate department or supervisor for resolution
• Maintain dispatch or service log to document pick-ups (i.e
• Scheduled, misses and extra) route compilations, and driver locations for refuse services
• Ability to ensure productivity by reaching and or exceeding company established goals through successful routing of company assets
• Ability to manage multiple tasks and complete assignments in timely manner to ensure daily operations are on track
• Co-manage team of 80 drivers with issues on daily routes / knowledge of city's that we service in.
Protective - Team Support Specialist
Bannockburn Il • 07/2017 - 03/2020
• Assist Customer Support Manager with coordination of daily activities to ensure smooth operation by coaching and providing process improvement for streamline processes
• Provide in-depth process knowledge and guidance within team to ensure proper call handling and collaborating cross-functional as front-line for customer-base
• Conduct research, investigate complaints, and handle escalated or complicated transactions for entire CS team
• Coach, Mentor, & Assist team members daily to facilitate workflow and processing of transactions and ensure quality goals are met
• Identify & create training & coaching strategies for team members and help drive performance of the team by improving on metrics
(handle time, after call work, processing, etc.)
• Conduct daily team huddles to communicate process changes, operational issues, team performance, and encouragement to team
• Facilitate open communication and feedback between team members, management and other departments
• Lead project teams to help drive continuous improvement of department
• For example, lead Kanban voice of customer survey team to help drive positive feedback within team
• Helped drive processes to celebrate success
• Support various levels of management and develop effective solutions to ongoing issues
• This included developing procedures to be shared on Knowledge Management system for all reps to utilize as phone calls occur
• Severed on 2018 Protective Cares Committee
• Helping build community service projects that office employees to attend
• Handled approximately 100-150 phone calls and emails each day
• Driven to exceed goal of 80% service level for team
• Handled high-level of confidential phone calls, on sensitive items
(life- and disability claims, total loss vehicles, payment information)
• Managed call volume for all skills for CS department while maintaining metrics
• Utilized Verint Workforce to adhere to scheduling system and complied with codes to help drive proficiency and help set example for other teammates
Created reward and recognition program with fellow team leads to celebrate achievements within team
• Developed key areas to celebrate success and drive-up performance
• Coached customer service reps on floor and act as key contact for escalated calls within multiple queues
• Lead team on adhering to metrics within department to better serve our customer base.
Protective - Gap Coordinator
Bannockburn Il • 11/2015 - 07/2017
• Coordinated and reviewed pending claims
• Approximately 14-17 per day
• Goal set by department was 12 per day
• Established new claims make additional required document requests by letter, email, or telephone
• And ensure examiners and adjusters received them in timely fashion
• Conducted research to resolve claim issues brought by lenders & internal/external customers by investigating and resolving the issues
• Worked directly with two dealership groups to help resolve issues with their pending gap claims needing help with processing
• Reviewing active claims status and helping to developed SLA for claim being processed that met both company's needs
• Answered customer questions via telephone in prompt, professional manner
• To improve timeliness of their claim payment Acted as positive teammate and leader for department project for gap file ownership plan
• Key role reviewing last 3,000 paper claim files for gap benefit
• Department record with having task complete within 60 days
• Worked to bridge communication between Gap & Customer Service on file ownership by meeting with team members bi- monthly to establish service levels for both departments to meet goal
• Worked on making small changes to help improve “over all” time for call handle time for cs team
• Developed department standard for gap team to improve claim details in standard format for all to use
• Efficiently multitask between calls, claim review, & daily tasks to meet the department monthly and yearly service level
• Developed process to move from paper claim files to electronic version to help streamline process
• Saved team of 28 people over 3 hours day to help with conversion to this new department daily task.
Protective - Life/VSC Payment Processor I
Bannockburn Il • 06/2013 - 10/2015
• Reviewed and processed claims by responding with payment or request letters
• Approximately 65 per day
• Standard service level was 24 hours
• Maintain accuracy of claim payment issues & assist dealers with credit card reimbursement program
• To help keep costs within goal set by department SLA to ensure timely payments to dealerships, repair facilities and lienholder
• Problem-solve for repair facilities to determine payment resolution within third-party company that handles companies credit card issues
• Answer claim payment questions via telephone or email, approximately 60 to 100 contacts day
• Adjust parts and labor to match invoice submitted; worked with claims adjusters regarding any discrepancies
• Review, process, pay total loss claims (GAP), and vehicle inspection payment requests to meet department SLA
• Team lead on improvements for department PTO spreadsheet: goal was to design, self-editing document in excel that was simple for all team to review and edit department PTO requests monthly
*This improved way managers and asst managers set up PTO bind request for departments in Chicago office.
• Utilized Verint Workforce to adhere to scheduling system and complied with codes to help drive proficiency and help set example for other teammates.
Auto Cars Imports - Office Administrator
Glenview, IL • 03/2011 - 06/2013
• Converted handwritten accounting files to operating system QuickBooks
• Tracked sales & P/L's
• Created yearly budget reports
• Created customer data base for all past & present clients
• Dealt with warranty companies & warranty claims processing
• Obtained Illinois state Whole-Sale dealer license, bond, & IT plates
• Learned how to bid and work Manheim auction & other online auto auctions
• Dealt with several local dealers to inspect cars that where purchased from local auctions.
• Insurance estimate claims work on accidents- worked with state farm, Allstate and other top four insurance carriers in our area.
• Initialized payroll system & kept current on labor laws
• Set up marketing with local papers & charities
• Assisted in major business decisions such as becoming part of Napa Care Auto Center to better business in this local community.
• Assisted in conversion to new technology to further business.
• Applied advanced administrative and analytical skills in overseeing day-to-day operational activities.
• Reduced administrative errors by diligently proofreading office documents and maintaining accurate records.
• Interacted with customers by phone, email, or in-person to provide information.
• Expedited invoice processing by accurately reviewing vendor submissions, reconciling accounts payable discrepancies, and conducting timely payments.
• Contributed to positive work environment by fostering strong working relationships among colleagues.
AFFILIATIONS
Member of Northbrook Chamber of Commerce since 2011-2013 VOLUNTEER EXPERIENCE
Northbrook Youth basketball coach 2017 to 2023
Northbrook Youth baseball coach 2017 to 2020
Northbrook Cultural fair 2022 -community commission/ husband board member
Northbrook Community Inclusion Commission- kick off event
"Flamingo Friday" party at village hall 2022
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