Customer Service Leadership and Training Expert

Vanessa F. Wilson

Pikesville, Maryland ***** 443-***-**** **************@*******.***

www.linkedin.com/in/vanessafwilson

SUMMARY OF QUALIFICATIONS

Professional with in-depth experience in the customer service industry, having served most of career in a supervisory capacity. Consistently exceeded company goals and lead teams in providing an exceptional level of customer service to clients and customers. Demonstrated ability to identify and remediate complex deficiencies of direct reports to develop an outstanding team.

Areas of Expertise

New Hire Training Staff Development Auditing

Staff Supervision Office Administration Telephone Inquires

Team Coaching Team Teaching Behavior Modification

Operations Manual Production Document Design Event Planning

SELECTED ACCOMPLISHMENTS

Received Ovation Reward for exceptional performance while participating in the “Single Point of Contact” trial project.

Increased efficiency of work flow by developing and implementing an improved procedure designed to provide candidates with requested information.

Under my leadership and direct supervision my team was awarded top team in November of 2008 for exceeding expectations in the areas of attendance, quality assurance and talk time.

Outstanding Silver Performer award for: best average handle time; highest client commitment and highest quality score.

Excellence in customer service: selling more direct tickets than 80% of the global staff.

Commercial new business development skills and staff leadership and motivation lead to my promotion to the first African American Female Branch Officer with Provident Bank of Maryland.

PROFESSIONAL EXPERIENCE

Service Projects and Processes Lead

Create training plans for new hires

Create deliver ongoing training documentation/tools for Service Advisors

Liaises with functional leads globally (UK Service desk) to deliver consistent process and tools to the Service Advisors

Trouble shoots processes and tests solutions before implementation

Support Regional Operations Mangers by addressing skill gaps of service advisors through training and coaching

Engages with Regional Operations Manager to advise on adherence and consistency in process and systems inventory tools.

Identify and communicate new procedures needed to meet business requirements

Review Quotations for Approval/Rejection, noting opportunities for coaching for all Contracts

Maintain a professional attitude, building and maintaining relationships with internal and external customers

Provide coaching to team members to enhance the service delivery and encourage a customer focus

Perform quarterly Audits on North America Jobs, Job Cards, Virtual Vehicle Files Review Daily, Weekly, and Monthly jobs to

note trends, improvements, and training needs

Vanessa F. Wilson **************@*******.*** Page 2

Product Sales

Trained customer service representatives on product line specifications in order to handle telephone inquiries and provide quality consumer support services.

Conducted promotional campaigns to increase brand awareness of entire product line.

Customer Relations

Consulted with new and existing clients to determine needs and appropriate product choices.

Responded to customer service inquires and resolved complex consumer problems on a daily basis.

EMPLOYMENT HISTORY

Retail Investment Specialist 40 hrs. T Rowe Price Owings Mills, MD 06/20/22 to 05/29/24

Redistricting Canvasser 20 hrs. Big Sky Fifty Remote 09/11/21 to 10/15/21

Clerk 25 hrs. U.S. Census Towson, MD 01/21/20 to 10/23/20

Enumerator 25 hrs. U.S. Census Towson, MD 08/21/19 to 10/29/19

Service Projects and Processes Lead 40 hrs. Babcock International Timonium, MD 08/08/11 to 07/25/19

Customer Service Rep 20 hrs. Suburban Propane Reisterstown, MD 02/12/10 to 08/20/11

Call Center Supervisor 40 hrs. Prometric Inc. Baltimore, MD 03/20/05 to 07/25/09

Mortgage Receptionist 40 hrs. Ascent One Columbia, MD 04/25/05 to 08/30/05

Sales Consultant 40 hrs. The Roomstore Catonsville, MD 05/10/04 to 03/30/05

Administrative Assistant to 40 hrs. Project Garrison Baltimore, MD 06/05/95 to 01/25/03

Board Secretary to Case Manager

Multi skilled Agent 40 hrs. Amerix Corporation Columbia, MD 07/07/99 to 09/03/20

Reservation Sales Agent 40 hrs. Northwest Airlines Baltimore, MD 05/13/96 to 09/25/98

Teller to Branch Officer 40 hrs. Provident Bank of MD Baltimore, MD 08/01/77 to 08/01/90

EDUCATION

University of Baltimore, Business Management Baltimore, MD 01/05/84 to 05/02/92

Coppin State College, Business Management, Baltimore, MD 09/02/79 to 12/23/83

Point Park College, Journalism and Communication, Pittsburg, PA 09/02/76 to 06/30/77

Technical Training

Computer Learning Center, Computer Training, Baltimore, MD

Woman Entrepreneurs of Baltimore

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