Results-Driven Customer Service Leader with 15+ Years of Experience

Professional Summary

Results-driven Customer Service Leader with 15+ years of experience delivering exceptional customer experiences, leading high-performing teams, and optimizing operations across retail, legal services, and building supply industries. Proven ability to balance competing priorities, improve processes, and exceed organizational goals. Trusted leader with deep expertise in staff training, performance management, customer relationship building, and cross-functional collaboration in both on-site and remote environments. Professional Experience

Customer Service Lead (Remote)

Flare — Scottsdale, AZ

July 2022 – Present

● Lead and mentor a remote team of Customer Service Representatives supporting Marble, a high-volume Family Law Firm, ensuring consistent delivery of exceptional client experiences.

● Manage inbound client communications, professionally handling sensitive legal inquiries and connecting clients with attorneys as appropriate.

● Developed and co-authored a new customer service training script, improving call quality, onboarding consistency, and representative performance.

● Collaborate closely with the Marketing team to analyze client needs, refine messaging, and enhance lead handling and engagement strategies. Customer Service Manager

Gulf Coast Building Products — Pensacola, FL

April 2021 – July 2022

● Managed and coached a combined team of Sales and Customer Service Representatives for an outdoor building supply company serving professional contractors.

● Oversaw daily operations for high-volume inbound calls from both current and prospective customers, ensuring accurate order processing and issue resolution.

● Reorganized and streamlined the communication structure between customers, sales, warehouse personnel, and delivery drivers, improving efficiency and reducing delays.

● Served as the primary escalation point for complex customer concerns, strengthening contractor relationships and retention.

Customer Service / Receiving Lead

Barnes & Noble — Chattanooga, TN

July 2019 – March 2021

● Led and scheduled a team of 4–6 associates in the Shipping and Receiving department, ensuring efficient processing of inbound inventory.

● Managed inventory accuracy using an inventory management system and routine physical counts to prevent overstock and support smooth store operations.

● Reorganized the receiving and stocking workflow, significantly reducing the time required to move product from delivery to the sales floor.

● Helped coordinate the ship-from-store fulfillment model during COVID-19 closures, supporting online-only operations and business continuity.

● Acted as lead for the front-of-store customer service team on non-shipment days, maintaining service standards and team performance. General Manager

Island Point Wine & Spirits — Chattanooga, TN

November 2007 – July 2019

● Directed all aspects of store operations, including customer service, sales, inventory management, purchasing, receiving, hiring, scheduling, and employee training.

● Led full-cycle talent acquisition, evaluating candidates and developing training programs that built a high-performance, customer-focused team.

● Implemented operational and inventory strategies that reduced excess inventory while more than doubling sales, significantly improving profitability.

● Established service standards and sales practices that strengthened customer loyalty and drove sustained revenue growth over a 12-year tenure.

● Ensured compliance with all applicable regulations while overseeing day-to-day business operations.

Education

University of Mary Washington

2003 – 2006

Contact this candidate