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Click here or scroll down to respond to this candidateCandidate's Name
Director of Customer Service ParalegalPHONE NUMBER AVAILABLE Walland, TN EMAIL AVAILABLE LINKEDIN LINK AVAILABLE PROFESSIONAL SUMMARY Experienced management professional with over 16 years of experse in leading customer service teams, handling escalaons, and enhancing customer sasfacon. Procient in training and mentoring customer advocates and improving service oerings in the e-commerce industry, including overseeing inventory management and maintaining an Amazon storefront.SKILLSCustomer Service Eecve Communicaon Problem-solving and Resoluon Team CollaboraonTeam Leadership Agent Training CSM Systems Chargeback ResoluonAmazon Seller Central Inventory Management SOP Development Customer Advocate PROFESSIONAL EXPERIENCE Director of Customer Service July 2007 December 2017 Prograde Nutrion, Inc., Tampa, FLWithin this role, I ensured top-er customer service standards were maintained throughout the enre customer journey, from purchase to product delivery. I also handled escalaons to ensure customer sasfacon.Connected with customers by phone, email, and chat to guarantee prompt responses to customer inquiries regarding order details, subscripon informaon, shipment tracking, and account updates. Addionally, resolved any shipping- related issuesAssisted in training and supervising call center agents to guarantee a posive customer experience.Improved procedures were developed through detailed analysis and collaboraon with colleagues and stakeholders to successfully implement changes and enhance the customers experience.Priorized customer sasfacon by addressing escalaons promptly with professionalism and empathy.Maintained customer documentaon and internal records for every reported adverse event. Director of Customer Service January 2017 October 2023 PhysioTru, Inc, Tampa, FLIn this posion, alongside maintaining exceponal customer service standards, I managed the creaon, upkeep, and inventory of the company's Amazon storefront. I also resolved chargeback disputes and handled inventory management. Furthermore, I supervised agent onboarding, training, and performance monitoring to ensure their competence in product knowledge and CRM systems.Provided training and mentorship to a team of Customer Service Representaves to deliver exceponal customer service, achieve set objecves, and foster a customer-focused environment.Monitored call center key performance indicators (KPIs), such as average handle me, rst-call resoluon rate, and abandoned calls rate, to uphold quality standards.Resolved payment disputes by furnishing necessary documentaon to merchant accounts and keeping comprehensive records.Developed vendor partnerships by managing inventory orders, coordinang shipments, and promptly addressing delivery and quality concerns.Developed and maintained inventory management policies and procedures.I assisted in establishing the Amazon storefront and ensured sucient inventory was consistently maintained. EDUCATION A.S., Paralegal Studies, South College, Knoxville, TN |
