Customer Service Leader with 8+ Years Experience

KARLEE ECKHOFF

Customer Service Manager

Hanston, KS 67849

620-***-**** • ********@*******.***

PROFESSIONAL SUMMARY

Customer Service Manager with 8+ years of progressive leadership experience improving service quality, coaching high-performing teams, and resolving complex customer issues. Adept at optimizing daily operations, elevating customer satisfaction, and driving metric-based performance improvements. Proven ability to lead teams through change, strengthen customer relationships, and support organizational goals through clear communication and data-driven decision-making. CORE SKILLS

• Customer Service & Customer Relations

• Team Leadership & Staff Development

• Performance Coaching & Quality Assurance

• Time Management & Workflow Optimization

• Conflict Resolution & Issue Escalation

• KPI Tracking & Reporting

PROFESSIONAL EXPERIENCE

Customer Service Supervisor — Covetrus, Manhattan, KS April 2024 – June 2025

• Supervised team performance and monitored KPIs including call volume, QA scores, and resolution rates.

• Delivered coaching, training, and performance reviews to increase efficiency and service accuracy.

• Oversaw daily operations ensuring adherence to service standards and timely issue resolution.

• Handled escalated concerns professionally, reducing repeat escalations.

• Collaborated with senior leadership to review performance and implement improvements. Customer Service Team Lead — Covetrus, Manhattan, KS November 2019 – April 2024

• Coached and mentored representatives to elevate team performance.

• Delegated tasks according to employee strengths and workload needs.

• Trained staff on product knowledge and system updates for accurate support.

• Reported performance metrics and improvement needs to management.

• Resolved escalated issues using strong conflict resolution skills. Customer Service Representative — Covetrus, Manhattan, KS September 2017 – November 2019

• Delivered high-quality customer support using strong communication skills.

• Strengthened loyalty by resolving issues promptly and courteously.

• Maintained accurate documentation for follow-up and accountability. Customer Service Cashier — Tractor Supply Company, Dodge City, KS June 2017 – August 2017

• Provided efficient service during high-volume periods while maintaining accuracy.

• Assisted customers with purchases and product questions.

• Performed opening/closing procedures and restocking tasks. Scanner / Office Assistant — Midwest Ag Professionals, Jetmore, KS March 2016 – August 2016

• Improved document scanning workflows by coordinating with departments.

• Maintained organized digital archives to support retrieval and auditing.

• Completed accurate data entry using MS Office applications.

• Organized filing systems to increase administrative efficiency. EDUCATION

High School Diploma

Hodgeman County High School — Jetmore, KS

May 2016

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