Customer Service Manager

ST

SEIDAH T. HARRIS

******.******@*****.*** 201-***-**** East Orange, NJ 07018

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. MS Office Suite

Adobe

Internet

Complaint Resolution

Data Entry

Cash Management

Customer Satisfaction

Management

Inbound Phones

Time Management

Complaint resolution

Staff training

Procedure development

Conflict management

Data analysis

Service enhancement

Team collaboration

Effective communication

Leadership skills

Problem solving

Operational oversight

Call monitoring

Product knowledge

Proficient in [software]

Employee scheduling

Performance evaluations

Metric tracking

Call center management

New hire training

Microsoft outlook, word, and Excel

United States Post Office Union City,

New Jersey

Customer Service Manager

05/2007 - Current

Managed customer inquiries and resolved issues promptly and effectively. Trained and mentored staff on customer service best practices and policies. Oversaw daily operations of customer service department to ensure efficiency.

Developed and implemented procedures to enhance customer satisfaction experiences.

Collaborated with team members to streamline communication with various departments.

Analyzed customer feedback to identify trends and improve service quality.

Maintained knowledge of postal regulations to assist customers accurately. Facilitated regular team meetings to discuss challenges and share solutions. Provided exceptional customer service to ensure customer satisfaction. Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.

Demonstrated excellent communication skills in resolving product and Summary

Skills

Experience

consumer complaints.

Assisted staff with resolving complex customer issues and implementing targeted solutions.

Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.

Maintained knowledge of company products and services to promptly resolve complaints and concerns.

Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings. Monitored staff performance to ensure adherence to customer service standards.

Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.

Delivered continuous training to associates to maximize performance and customer relations skills.

Evaluated employee job performance and motivated staff to improve productivity.

Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.

Snyder High School Jersey City, NJ

Diploma

06/1998

linkedin.com/in/seidah-harris

Education and Training

Websites, Portfolios, Profiles

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