Duol George
Calgary,AB
Summary
Proven leader in customer service management, adept at driving performance improvements and fostering strong customer relationships. At Goodwill Industries, I spearheaded a team to enhance service quality, achieving a significant increase in satisfaction ratings. Skilled in CRM systems and conflict resolution, my approach transforms challenges into results, leveraging interpersonal skills for team development and process optimization.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Sport Chek
11.2020 - 08.2022
- Managed a high volume of inbound customer inquiries, providing accurate information and solutions.
- Developed strong relationships with customers, fostering loyalty and repeat business.
- Documented customer interactions and feedback, contributing to the development of FAQs and training materials.
Customer Service Representative Team Leader
Goodwill Industries
03.2017 - 11.2020
- Lead a team of 5 customer service representatives, overseeing daily operations and ensuring adherence to company policies and service standards.
- Developed and implemented training programs that improved team performance and reduced onboarding time.
- Monitored team metrics and KPIs, providing feedback and coaching to enhance service quality and efficiency.
- Resolved escalated customer issues, achieving high increase in customer satisfaction ratings.
- Collaborated with cross-functional teams to streamline processes.
Education
MBA - Accounting
Mount Royal University
Calgary, AB06.2027
Skills
- Leadership and Team Development
- Conflict Resolution and Problem Solving
- Customer Relationship Management (CRM) Systems
- Performance Metrics Analysis
- Effective Communication and Interpersonal Skills
- Process Improvement
- Training and Mentoring
Languages
English
Full Professional
Timeline
Customer Service Representative
Sport Chek
11.2020 - 08.2022
Customer Service Representative Team Leader
Goodwill Industries
03.2017 - 11.2020
MBA - Accounting
Mount Royal University
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