Customer Service & Secret Shopper Specialist

Coleen Donovan

Email address: ***************@*****.***

Profile

Customer Service professional with extensive experience managing operations for over 500 clients.

Successfully implemented a ticketing system that cut response time by 40%, which significantly increased

customer satisfaction scores from 75% to 90%. Additionally, trained a team of five new representatives,

enhancing their performance metrics by 30% through effective onboarding. Brings expertise in analyzing

feedback trends and optimizing service processes, ensuring a seamless and efficient customer experience.

Work Experience

Customer service

© Oversaw daily customer service operations, ensuring a seamless experience for

over 500 clients while addressing inquiries, complaints, and feedback effectively.

¢ Implemented a new ticketing system that reduced response time by 40%, which

helped improve customer satisfaction scores from 75% to 90% within six months.

¢ Trained and mentored a team of five new customer service representatives,

helping them to quickly adapt to company protocols and boost their performance

metrics by 30%.

¢ Analyzed customer feedback trends, which led to the successful launch of anew

FAQ section that decreased repetitive inquiries by 25%, freeing up time for more

complex customer interactions.

Skills

Customer Relationship Management (CRM)

Ticketing Systems Software

Professional Professional

Data Analysis Performance Metrics Tracking

Professional Professional

FAQ Development

Professional

Strengths

» Communication Skills Leadership + Problem-Solving ~* Adaptability Customer Focus

Hobbies

Exploring distant

lands

@ Every kind of

sport

Getting lostina Capturing 5 .

Feeli hy

good book [O) moments a L ‘eeling the music

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