Customer Service Support

NATIA BAKER

240-***-**** ********@*****.***

SUMMARY

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.

SKILLS

• Handling Escalations

• Problem-Solving

• Team Building and Leadership

• Call Center Operations

• Conflict Resolution Techniques

• Hiring and Training

• Scheduling and Coordinating

• Microsoft Office

• Salesforce

• CRM Software

EXPERIENCE

Customer Service Manager (Remote/Contract), Natia Baker LLC, August 2020-October 2023

• Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

• Upheld quality control policies and procedures to increase customer satisfaction.

• Maintained a high level of engagement across a broad group of customers, with an emphasis on customer appreciation and advocacy.

• Handled escalated service issues, customer survey responses and adherence concerns

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

• Technical Support, Account Management, Billing and Sales, Collections, Healthcare Support/Review

• Chat and Email Support, overnight

Customer Support Manager, Be You. Clothing, March 2018-August 2020

• Spearheaded successful customer service division through strategic planning and analysis.

• Liaised with cross-functional departments to train customer support team on products and services and troubleshooting techniques.

• Maintained a thorough understanding of all company products and services while educating and assisting customers during escalated calls

• Increased customer retention by conducting regular check-in calls for tactical items, and performing strategic business reviews with other members of the management team

• Worked collaboratively with cross-functional teams to support accounting processes and decrease financial discrepancies.

• Analyzed reports, call monitoring, surveys and vendor relations to refine and maintain workflows and procedures,

Customer Service Lead, Catwalk Studioz, February 2016-March 2017

• Trained new team members on proper service methods and evaluated service delivery using quality assurance program.

• Led a team that averaged a 92% adherence

• Performed day to day scheduling, coaching, performance review. and customer call escalation

• Managed key account service, providing exceptional support to foster loyalty and retention.

• Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

CSR - Customer Service Representative, T-Mobile, August 2015 to July 2016

• Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

• Managed key account service, providing exceptional support to foster loyalty and retention.

• Handled escalated service issues, customer survey responses and adherence concerns

• Using policy and product knowledge for sales, technical support and bill breakdowns

• Safely managing PPI

EDUCATION AND TRAINING

Psychology, Pennsylvania State University – Berks Campus, Graduation TBD Bachelor’s Degree Healthcare Terminology Data Entry Account Management Remote Work IT Technical Sup

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