Experienced Customer Service Leader

THERESA COLEMAN

Berkley, Michigan • 248-***-**** • ***********@*****.***

PROFESSIONAL SUMMARY

Experienced customer-focused professional with a career built around helping people, building relationships, solving problems, and creating positive customer experiences. Known for thoughtful communication, reliability, attention to detail, and finding practical solutions. After many years in leadership and business operations, I am looking forward to bringing that experience to a role where I can work directly with people and help customers feel valued, welcomed, and well cared for.

CORE STRENGTHS

Customer Service & Support • Relationship Building • Communication • Problem Solving • Customer Satisfaction • Account Management • Team Collaboration • Quality Assurance • Conflict Resolution • Attention to Detail • Training & Coaching • Adaptability

PROFESSIONAL EXPERIENCE

SYKES / SITEL / FOUNDEVER 11/2021–Present

Quality Analyst — Cigna / Express Scripts

• Transitioned from Customer Service Agent to Quality Analyst shortly after completing production training.

• Support quality and customer-service initiatives for a healthcare customer-service team.

• Provide constructive coaching and feedback to help representatives improve customer interactions and performance.

• Train new Quality Analysts and help establish consistent quality standards and processes.

• Lead regular calibration meetings between Operations and Quality teams.

• Developed and facilitated workshops focused on compliance and protecting customer information.

• Help strengthen communication and collaboration between Operations and Quality teams.

THE COLEMAN GROUP, INC. 05/2017–01/2020

CEO — Digital media consulting firm

• Managed client relationships from initial consultation through project completion.

• Worked closely with clients to understand their needs and develop appropriate solutions.

• Coordinated projects, vendors, and internal resources to ensure expectations and deadlines were met.

• Served as the primary point of contact throughout client engagements.

• Built long-term relationships through responsive, personalized service.

LISTMARKETER 08/2016–05/2017

President — Commercial email services and technology company

• Oversaw client relationships and day-to-day organizational operations.

• Managed vendor relationships and internal teams.

• Served as a client-relations ambassador, working to ensure a positive experience at every level.

• Supported sales, marketing, staffing, and brand initiatives.

WEBAPPS LLC / HITPATH 01/2014–08/2016

Chief Operations Officer — SaaS technology company

• Worked directly with clients, partners, employees, and leadership across the organization.

• Developed strong relationships with customers and business partners.

• Identified opportunities to improve services and strengthen customer retention.

• Worked collaboratively across departments to resolve issues and improve the customer experience.

• Served as Interim CEO when needed, requiring sound judgment, flexibility, and effective communication.

OPTIZMO TECHNOLOGIES 09/2010–12/2013

Chief Operations Officer — Email compliance software and services company

• Oversaw client services and worked directly with customers to understand and address their needs.

• Developed sales and customer-service programs.

• Worked closely with company leadership to improve operations and client relationships.

• Helped build a customer-focused culture during a period of significant company growth.

DATRAN MEDIA / UNSUBCENTRAL 09/2007–09/2010

Managing Director — Digital media compliance solutions

• Developed and maintained strategic client and business relationships.

• Identified opportunities to better serve existing customers and expand into new markets.

• Worked closely with staff and clients to understand changing needs and deliver effective solutions.

• Focused on customer satisfaction, retention, and long-term relationships.

KOWABUNGA! TECHNOLOGIES, INC. 10/1996–08/2007

Founder / Revenue Officer — Email marketing, advertising, and tracking technology provider

• Built the business through sales, client relationships, and exceptional customer service.

• Managed client accounts and developed long-term relationships with customers and distribution partners.

• Created a full-service management team to provide clients with additional support and help them achieve their goals.

• Expanded client and partner relationships across North America and Europe.

• Company was acquired in 2005; remained through 2007 to support the transition.

COMMUNITY INVOLVEMENT

C.A.R.E.S. Full-Time Volunteer

Kitchen & Meal Service

• Prepared hot meals from scratch in an industrial kitchen five days a week, serving up to 100 people in a day.

• Worked as part of a team in a fast-paced environment where consistency, cleanliness, organization, and care were essential.

EDUCATION

Lansing Community College 1994–1996

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