Douglas Ferrell Email and Phone Number
Douglas Ferrell work email
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Douglas Ferrell personal email
Customer Service professional with 10+ years of experience, specializing in people management, relationship building and leading teams. Valued as an effective communicator and vital proponent of fostering growth, development and career advancement. Successful track record in providing leadership and inspiration aligned to company mission, vision and values. Experienced in building trust while winning the hearts and minds of teams to drive productivity, quality and customer service excellence. Recognized for being a highly organized, detail-oriented and essential go-to resource with a passion for delighting customers. Skilled in balancing analysis, good instincts and action when executing sound business decisions from a company-wide perspective. Working knowledge of Microsoft Word, Outlook, PowerPoint and Excel. Skills & Areas of Expertise:Connect, Earn Trust | Customer Obsession | Leading/Coaching/Mentoring | Performance Management |People Development | Excellent Documentation Skills | Make the Right Things Happen | Catalyst for Team Synergy | De-escalation Maven | Bias for Action | Microsoft Word | Microsoft Outlook | Microsoft PowerPoint | Microsoft Excel | ADP ModuleAccomplishments:Promoted from Customer Care Associate to Customer Care Supervisor within first 22 months of employment and assigned responsibility for a team of 20 associates; assisted with development and promotion of 12 associates to various roles within the department and across the companyAwarded “Employee of the Month” honors for being a role model in exemplifying company’s guiding principlesSpearheaded initiative to proactively contact/save customers who provided negative feedback through email interactions; established and reinforced consistency with being relentless in efforts to keep issues afloat until they were resolvedSelf-created role of company librarian (acting as centralized knowledge base) to establish presence of being recognized as invaluable resource for department
Capsule
View- Website:
- capsulecares.com
- Employees:
- 493
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Pharmacy Experience ManagerCapsule Aug 2018 - PresentGreater New York City Area
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Manager I, Customer CareQuidsi Inc., A Subsidiary Of Amazon Apr 2012 - Jun 2017Jersey City, Nj• Provided leadership, coaching and motivation for up to 20 associates; conducted 1:1 meetings and team training/frequent consistent check in’s to develop and improve associate performance• Prepared weekly performance reports outlining associate performance in quality, efficiency and attendance• Achieved and maintained Customer Care service level targets of 90% or higher; managed attendance and ensured team adherence/conformance to maximize associate availability • Assisted Customer… Show more • Provided leadership, coaching and motivation for up to 20 associates; conducted 1:1 meetings and team training/frequent consistent check in’s to develop and improve associate performance• Prepared weekly performance reports outlining associate performance in quality, efficiency and attendance• Achieved and maintained Customer Care service level targets of 90% or higher; managed attendance and ensured team adherence/conformance to maximize associate availability • Assisted Customer Care Managers and Quality Assurance & Training in the development and refinement of department methods, policies and procedures• Championed daily Gemba Walks and Pulse Walks; reported trends and interaction drivers to management/leadership team• Prepared and delivered 90-day and annual performance appraisals to direct reports• Participated in 1:1 and group interviews during hiring process for prospective employees along with onboarding new hires • Resolved public-facing customer issues as part of the Social Media team (Facebook, Twitter, Instagram) via Hootsuite tool • Approved time (payroll) entries via ADP platform• Facilitated management training and “VOICE of the Customer” sessions with various team members across the organization for company-wide initiative geared towards identifying ways to improve the customer experience Show less -
Customer Care AssociateQuidsi Inc., A Subsidiary Of Amazon Jun 2010 - Apr 2012Jersey City, Nj• Provided support as a Subject Matter Expert to new hires and existing associates• Entrusted with task of floor support and leadership for customer care team during absence of supervisors and managers• Answered customer call and email interactions related to products and services offered on company websites• Investigated and resolved account-specific issues related to order shipment
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Roadside AgentMercedes-Benz Usa Nov 2009 - Jun 2010Montvale, Nj• Handled all inbound customer inquiries into the Customer Assistance Center including but not limited to the following: Roadside Assistance, Customer Care, Product/Service inquiries, Roadside program guideline inquiries • Responded to customer concerns regarding assistance and escalated to Customer Care/Management Team as needed• Interacted with dealer personnel/ third party partners in order to resolve customer concerns, followed up on roadside pages, etc. Clarified procedures, and… Show more • Handled all inbound customer inquiries into the Customer Assistance Center including but not limited to the following: Roadside Assistance, Customer Care, Product/Service inquiries, Roadside program guideline inquiries • Responded to customer concerns regarding assistance and escalated to Customer Care/Management Team as needed• Interacted with dealer personnel/ third party partners in order to resolve customer concerns, followed up on roadside pages, etc. Clarified procedures, and other related follow up on customer queries Show less -
Customer Service Advocate/Team LeaderAgero, Inc. Jan 2007 - Nov 2009Tucson, Arizona(Formerly Cross Country Automotive Services)• Provided leadership in a department called ‘Ultra-Premium’ whose client base included Bentley, Rolls-Royce, Aston Martin, Mercedes-Benz, Audi r8, Nissan GTR, Toyota VIP, Subaru VIP and Audi-Volkswagen VIP• Delivered extraordinary customer service to members and enhanced the member's experience • Maintained a high level of service and exceeded performance targets for quality, handle time and member satisfaction scores -
Total Case Specialist (Hyundai Motor America)Agero, Inc. Jan 2005 - Jan 2007Tucson, Az(Formerly Cross Country Automotive Services)• Investigated customer concerns by working with consumers, dealers and client field staff to gain a complete understanding of entire case issues• Determined quality problem resolution and negotiated with dealers to gain their acceptance - intervened with field office and/or National office to assist in resolution as required on a case-by-case basis• Answered all service calls and documented as appropriate using client's case… Show more (Formerly Cross Country Automotive Services)• Investigated customer concerns by working with consumers, dealers and client field staff to gain a complete understanding of entire case issues• Determined quality problem resolution and negotiated with dealers to gain their acceptance - intervened with field office and/or National office to assist in resolution as required on a case-by-case basis• Answered all service calls and documented as appropriate using client's case management system - this included but was not limited to: Vehicle repair complaints, Lemon Law concerns, accident and fire reports, attorney inquiries, dealer retaliation, rebate questions, incentive info, media complaints, reimbursement requests, cross-border clearances, audio and radio code clearances and roadside assistance direction• Preserved and maintained ongoing customer relationships with Hyundai dealers, regional staff, District Parts & Service Managers and District Sales Managers• Researched product inquiries and provided consistent and efficient follow-through on all customer concerns that required further investigation Show less
Douglas Ferrell Skills
Douglas Ferrell Education Details
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ProdataMicrosoft Office Suite -
Logistics, Materials, And Supply Chain Management -
Communications
Frequently Asked Questions about Douglas Ferrell
What company does Douglas Ferrell work for?
Douglas Ferrell works for Capsule
What is Douglas Ferrell's role at the current company?
Douglas Ferrell's current role is Experienced People Manager/Passionate Team Leader/Customer Service Specialist.
What is Douglas Ferrell's email address?
Douglas Ferrell's email address is do****@****res.com
What schools did Douglas Ferrell attend?
Douglas Ferrell attended Prodata, Hudson County Community College, Pima Community College.
What skills is Douglas Ferrell known for?
Douglas Ferrell has skills like Microsoft Office, Retail, Customer Experience, Team Building, Customer Satisfaction, Management, Coaching, Mentoring, Customer Service Management, Customer Service, Social Media, Leadership.
Who are Douglas Ferrell's colleagues?
Douglas Ferrell's colleagues are Mebin Beharry, Remi C, Darren Chen, Kareem Samuels, Rizwan Bheraiya, Pharmd, Caroline Mulcahy, Damian Santiago.
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