Michelle Alderete
Lathrop
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
24
24
years of professional experience
Work History
Customer Service Manager
FedEx Freight
Livermore
06.2001 - Current
- Managed customer service team to ensure timely responses to inquiries.
- Developed training programs for new customer service representatives.
- Implemented process improvements to enhance customer satisfaction.
- Analyzed customer feedback to identify service improvement opportunities.
- Oversaw daily operations of the customer service department efficiently.
- Facilitated communication between departments to streamline services effectively.
- Mentored staff on best practices in customer relationship management.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
Skills
- Customer service
- Team leadership
- Process improvement
- Training development
- Customer relationship management
- Operational efficiency
- Performance metrics
- Problem solving
- Effective communication
- Staff mentoring
- Decision making
- Relationship building
- Policy enforcement
- Adherence to high customer service standards
- Excellent time management skills
- Time management
- Research and due diligence
- Decision-making
- Customer focused
- Problem-solving
- Billing and filing
- Skilled trainer
Timeline
Customer Service Manager
FedEx Freight
06.2001 - Current