Cici Star

Results-driven Customer Service Manager with extensive experience leading customer support teams, improving service quality, and driving customer satisfaction. Skilled in staff development, conflict resolution, performance management, and process improvement.

Customer Service Manager (Hybrid/Remote) at Davis Transportation (2016-10 – Present)

• Lead and supervise a team of customer service representatives, ensuring exceptional customer experience.
• Develop and implement customer service policies, procedures, and performance standards.
• Monitor service metrics and identify opportunities for operational improvements.
• Handle escalated customer concerns and resolve complex issues effectively.
• Conduct training sessions and coaching programs to improve employee performance.
• Collaborate with cross-functional departments to enhance customer satisfaction
• Increase customer retention through proactive service strategies and relationship management.

Customer Service Supervisor at Cest Si Bon (2005-02 – 2016-03)

• Supervised daily operations of the customer service department.
• Assisted in recruiting, onboarding, and training new employees.
• Monitored call quality and customer interactions to maintain service standards.
• Prepared reports on team performance and customer satisfaction metrics.
• Implemented process improvements that reduced response times and increased efficiency.

Bachelor of Science – Edwards Water College