Senior Customer Service Leader with 15+ Years of Experience

+1-667-***-**** ***********@*****.*** Baltimore, Maryland

A customer-focused professional with a proven 15+ year track record of enhancing customer satisfaction, resolving complex issues, and building lasting client relationships. Great at handling high- volume interactions with empathy, efficiency, and commitment to excellence. Passionate about creating positive experiences and exceeding service expectations. PROFESSIONAL EXPERIENCE

PHYLLIS FORD

Customer Service Representative Lead (Remote) at Momo Software, NY, US

- Handle 60+ calls daily

- Responded to customer inquiries via phone, email, and chat.

- Retrieved and presented of customer data, product data as need arises.

- Managing customer accounts and updating relevant information.

- Consistently met and exceeded monthly sales targets by proactively identifying and suggesting relevant products and services

- Actively participated in team-wide training initiatives to continually enhance product knowledge

Lead a team of 12 customer service representatives, overseeing daily operations and driving a 15% increase in customer satisfaction scores

01/2008 - Present

Customer Service Support staff (Remote) at Satellite TV Co., IL, US

- Provided high-quality customer service to an average of 50 clients per day, maintaining a 90% first-call resolution rate

- knowledge

- Resolved customer complaints and issues in a timely manner.

- Provided product information and guidance to customers.

- Processed orders, refunds, and exchanges.

- Analyze customer feedback data to identify pain points and implement process improvements, leading to a 25% decrease in customer complaints

- Implemented a new CRM system and participated in training of up to 25 other new staff. Received an average 85% customer satisfaction rating to date, 15% higher than the company average 10/2020 - 05/2023

Customer Service Representative (Remote) at Blue Sky Group, NM, US

- Handling customers daily calls.

- Walked customers through areas of challenge and escalated complex issues to higher-level support teams.

- Monitored and tracked customer satisfaction through metrics.

- Training new customer service team members on company policies and procedures. Resolved 90% of customer inquiries on first contact, reducing escalation cases by 20% Successfully handled an average of 50+ customer interactions per day, consistently exceeding service quality targets.

05/2017 – 06/2020

EDUCATION

Baltimore city community college

90 hours Child Care

2005

Soujourn Douglas college

Medical Billing, Phlebotomy, Iv Therapy

1995 - 1997

Community Christian Academy

High School Diploma

1994

KEY SKILLS

LANGUAGES

- Leadership skills

- Problem solving abilities.

- Staff training

- Critical thinking

- Good computer skills

- Good team spirit

- Good time management abilities

- Strong knowledge in medical

terminologies.

- Communication skills

LANGUAGES

- English

- MS Word

- MS Excel

- MS Outlook

- Epic (Billing software)

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