ALOTA ELVICE
Airdrie,AB
Summary
Experienced and goal-oriented Customer Service Manager with over 9 years of experience in dynamic environments across three companies. Demonstrated ability in managing high-performing teams, optimizing customer service processes, and boosting client satisfaction through multilingual support in English, French, and Swahili. Strong background in project management with a degree in Project Management, Scrum Master certification, and expertise in leading cross-functional initiatives to enhance customer experience and drive growth.
Professional with experience in customer service leadership, prepared for this role. Skilled in team collaboration, conflict resolution, and driving performance improvement. Strong focus on achieving results and adapting to changing needs. Known for reliability, communication skills, and fostering positive team environment.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service Manager
AVE & M PRO INC
03.2022 - Current
- Supervised a team of customer service representatives, maintaining high standards in customer support and satisfaction
- Developed and implemented customer service policies and procedures to streamline operations and improve team efficiency
- Conducted regular training and coaching sessions to enhance team performance and foster a culture of excellence
- Monitored key performance indicators (KPIs), consistently exceeding service level agreements (SLAs) and ensuring high customer satisfaction
- Collaborated with cross-functional teams to resolve customer issues and improve overall customer experience
- Led process improvement initiatives, resulting in a 20% reduction in customer wait times
- Acted as an escalation point for complex customer issues, ensuring prompt and effective resolution
- Implemented feedback mechanisms, incorporating customer insights into service improvements
- Prepared and delivered regular performance reports to senior management, highlighting areas for improvement and achievements
- Oversaw recruitment, onboarding, and performance evaluations for customer service staff
Customer Service Manager
UPLIFT INC
09.2018 - 02.2022
- Managed a team of 15+ agents, developing individualized coaching plans to enhance productivity and customer satisfaction
- Established quality assurance standards, resulting in a 95% accuracy rate across customer service interactions
- Drove customer-centric initiatives to improve service response times and overall client retention
- Coordinated with the IT team to develop and implement a ticketing system, improving issue resolution times by 30%
- Collaborated with the sales department, supporting cross-promotional campaigns and building customer loyalty
- Conducted monthly team meetings to align goals, review performance, and introduce new customer service strategies
- Created a customer service training manual that standardized service procedures, reducing new hire onboarding time by 25%
- Led performance management processes, including biannual evaluations and personal development plans
- Handled high-level customer complaints, resolving issues efficiently and diplomatically
- Developed strategies to improve customer feedback collection and utilized data to inform service improvements
Customer Service Team Lead
ADT Security Services
06.2016 - 09.2018
- Spearheaded customer support strategies, achieving a 30% increase in customer satisfaction scores
- Implemented a multi-channel customer support system, including live chat, phone, and email, for more accessible service
- Coordinated with marketing to develop promotional campaigns that increased engagement and sales
- Analyzed customer feedback, identifying areas of improvement and implementing solutions to enhance the customer journey
- Monitored team performance metrics, ensuring adherence to customer service quality standards
- Developed and managed monthly reports for senior management, outlining key metrics and improvement areas
- Introduced a comprehensive CRM system, improving team workflow and customer data management
- Worked closely with HR to create a customer-focused training program, increasing team capabilities
- Assisted in developing service-level agreements (SLAs) tailored to different customer segments
- Played a key role in integrating customer service workflows with the company’s broader sales strategy
Sales Manager
NFC BANK
02.2012 - 06.2016
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Provided ongoing training and mentorship for junior sales staff, fostering professional development and career growth.
- Evaluated competitor offerings to adapt sales strategies and maintain competitive advantage.
- Negotiated contracts with vendors and suppliers, ensuring the best pricing and terms for company profitability.
- Assisted in recruiting top talent for the sales team, contributing to a high-performing work environment.
- Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Implemented CRM systems for better tracking of leads, improving follow-up processes and communication within the team.
- Analyzed market trends to identify new business opportunities, leading to expansion into profitable territories.
- Developed comprehensive product knowledge, enabling tailored solutions for clients'' specific needs.
- Attended industry events and conventions to expain sales opportunities.
Education
Bachelor's Degree - Project Management
University Name
Skills
- Customer Service Management
- Sales and Client Relationship Management
- Project Management and Coordination
- Process Optimization and Quality Assurance
- Team Leadership and Training
- Multilingual Support
- Scrum Master Certified
- Time Management
- Training and mentoring
- Problem-Solving
- Microsoft Outlook, Word, and Excel
- Customer-focused
- Decision-Making
- Adherence to high customer service standards
- Customer Relationship Management (CRM)
Certifications
- Certified Scrum Master
- Linux Certification
Keyskills
- Customer Service Management
- Sales and Client Relationship Management
- Project Management and Coordination
- Process Optimization and Quality Assurance
- Team Leadership and Training
- Multilingual Support: English, French, and Swahili
- Scrum Master Certified
Languages
English
Native or Bilingual
French
Native or Bilingual
Swahili
Professional Working
Certification
- Project Management Professional (PMP) - Project Management Institute.
- Certified ScrumMaster (CSM) - Scrum Alliance.
- Linux
Timeline
Customer Service Manager
AVE & M PRO INC
03.2022 - Current
Customer Service Manager
UPLIFT INC
09.2018 - 02.2022
Customer Service Team Lead
ADT Security Services
06.2016 - 09.2018
Sales Manager
NFC BANK
02.2012 - 06.2016
Bachelor's Degree - Project Management
University Name
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