Customer Service Manager & Team Lead

Zakia Carter

254-***-**** *************@*****.***

Summary

Customer Service Manager experienced in leading high-volume guest service teams and delivering fast, friendly support across phone and online channels. Skilled in conflict resolution, cross-department coordination, and process improvement, achieving a 25% reduction in response time and enhanced operational efficiency. Aiming to leverage strong organizational and communication skills to drive exceptional customer experiences. Skills

• Customer Experience: Customer service, Customer satisfaction focus, Guest satisfaction

• Leadership, Training & Coordination: Team leadership, Staff training, Event coordination

• Communication & Problem Solving: Communication skills, Conflict resolution Experience

Parking Company of America Jun 2025 - Present

CUSTOMER SERVICE MANAGER Arlington, Texas

• Led a team of guest-services staff to manage crowd flow and direct visitors to stadium entrances; trained them on service and emergency protocols; coordinated inter-department communication; resolved guest issues using conflict resolution techniques, boosting guest satisfaction and event readiness

• Monitored staff performance with attention to detail to ensure adherence to customer service standards

• Trained new staff on customer service protocols and company policies.

• Delivered fast, friendly service for routine questions and complaints with a positive, customer-focused attitude

• Responded to customer inquiries via phone, email, and messaging platforms within designated turnaround times to improve satisfaction ratings

• Organized schedules and prioritized tasks to maintain efficient staff coverage and ensure timely service delivery Education and Training

Lamar High School 2023 - Jun 2026

High School Diploma Arlington, TX

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