Goal-oriented Customer Service Manager with 20 years of experience in leadership roles. Detail-focused and driven to help employees succeed in meeting and exceeding sales goals. Charming salesperson skilled in communication and collaboration for best-in-class
Work History2014-01 - CurrentCustomer Service Manager
Pacific Gas & Electric, Bakersfield, CA, CA
- Manage operational expenses for Customer Service Offices
- Ensure all cash handling processes are systematically adhered to by employees
- Deliver exceptional customer service through business operations, by both in person actions and by modeling correct behaviors.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Researched and observed emerging markets and market shifts to take advantage of potential leads and new markets.
- Kept accurate records to document customer service actions and discussions.
- Controlled resources and utilized assets to achieve qualitative and quantitative targets.
- Took ownership of customer issues and followed problems through to resolution.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Monitored customer service operations to assess agent performance and provide feedback.
- Created and reviewed invoices to confirm accuracy.
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Followed through with client requests to resolve problems.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Developed service procedures, policies and standards.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
