Customer Service leader with 16 years’ experience in customer service. Positive, enthusiastic and driven individual, who enjoys thinking critically and creatively to provide solutions for customers and associate team. Adept at analyzing reports, associate behaviors and key performance indicators to strategically create plans that drive results and exceptional customer experiences. Recognized for ability to identify and act upon opportunities for continuous improvement to improve systems, processes, and training for associates and the customer experience. Exceptional communication skills and relationship management skills across all levels of the organization. Areas of Expertise Customer Experience | Team Leadership & Development | Strategic Planning & ExecutionBehavior Identification | Workforce Planning | Performance Metrics | Troubleshooting |Problem Solving | Mentoring | Personal Development | Time Management | Critical Thinking | Key Performance Indicators | Queue Management | Presentations | Relationship ManagementTyping | Microsoft | Word | Excel | Outlook | Teams | SharePoint | Situational Leadership |Emotional Intelligence | Emotional Agility | Order Processing | Written Communication Skills | Verbal Communication Skills
Listed skills include Customer Service, Mentoring, Technical Support, Leadership, and 3 others.