Customer Service Administration Representative
Resume:
ANNIE BOLDEN
Operations & Customer Service Professional
Customer obsessed, highly collaborative, and self-driven professional. Maintain an established track record of success in delivering superior service.
I am fiercely skilled in establishing priorities and effectively troubleshooting problems through simple, transparent, and uncluttered systems.
Proven ability to eloquently execute time management with rigorous attention to detail to maintain accuracy while operating efficiently in a fast paced environment. I am passionate about emerging technologies and dedicated to exceeding expectations, and improving efficiencies through continuous improvements.
SUMMARY
CUSTOMER SERVICE SUPERVISOR 2020 - Present
Lead a team of 20 Customer Service representatives across 4 customer service platforms ensuring prompt and accurate responses to chats, emails, and phone calls.
Handled escalated matters and effectively trained Team leads to ensure a FCR
(first contact resolution).
Executed training programs for new employees, ensuring a thorough understanding of the company's customer service policies, procedures, and best practices.
Managed all CS CRM queues, prioritizing and addressing customer inquiries utilizing FIFO (first in/first out) ensuring timely and efficient processing. Collaborated closely with various Hub managers regarding service delays and other customer-facing matters, ensuring effective communication and resolution of issues.
Set a positive example for the team, fostering a culture of continuous improvement and encouraging innovative solutions to enhance customer satisfaction.
Monitored and evaluated customer service representative performance, providing constructive feedback and implementing performance improvement plans as necessary.
CUSTOMER SERVICE LEAD 2015 - 2020
Lead and manage a team of 10 customer service representatives. Provided exceptional support to both internal and external customers, resolving escalated matters in a timely and efficient manner ensuring a positive customer experience.
Monitored and improved the quality and performance of customer service agents, implementing strategies to enhance service. Monitor customer service representative performance and provide feedback Provide customer service training to new and existing employees. CUSTOMER SERVICE SPECIALIST 2010 - 2015
Handle a large volume of calls, both inbound and outbound, as well as chat and emails in a timely manner.
Maintain ownership of contacts throughout the lifecycle of a customer's request, including follow-ups with escalations teams. Managed and supported all aspects of the customer's needs regarding general inquiries, reservations, transit updates, discrepancies, lost and found, etc., ensuring a high level of customer satisfaction.
Supervised and trained new associates on scanning and freight processing ensuring the expedition of package workflow.
Fill and pick orders from stock, box, and ship.
Arranging deliveries in designated storage areas
WORK EXPERIENCE
2010 -
Present
COACH USA MEGABUS
2016 - 2018 FULFILLMENT ASSOCIATE AMBASSADOR
AMAZON
*************@*****.***
Elizabeth, NJ
Ability to multitask and manage time
effectively.
Well-organized and detail-oriented.
Strong problem solving skills.
Outstanding and effective
interpersonal and customer service
skills.
Ability to effectively communicate
with individuals at all levels.
Expertise in conflict resolution.
SKILLS
Zoho Desk
Zen Desk
SalesForce (SFDC)
SAP
Microsoft Office Suite
Adobe
Google Docs/Sheets
AMS
Utrack
WorldPay
Riskified
SYSTEMS
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