Airiel Crittenden
Chicago
Summary
Skilled professional knowledgeable about monitoring metrics and maximizing team success in fast-paced settings. Performance- and quality-driven with several years of experience. Natural leadership talent with motivational approach.
Seasoned Customer Service Representative Supervisor with background in leading diverse teams to achieve customer satisfaction and business objectives. Proven ability in resolving escalated customer issues while maintaining company standards and policy adherence. Strengths include exceptional communication, team leadership, problem-solving skills, and a strong understanding of customer service software tools. Past roles demonstrate consistent impact on improving team performance and enhancing customer experience strategies.
Overview
8
8
years of professional experience
Work History
Customer Service Representative Supervisor
State Farm
Atlanta
10.2021 - 01.2025
- Oversaw daily operations of department through combination of careful planning and troubleshooting.
- Researched and prepared reports required by management and corporate.
- Implemented departmental policies and standards in conjunction with management to streamline internal processes.
- Coachings for new hires and training.
- Handling escalated customer inquires or complaints.
- Maintained accurate records of all interactions between customers and representatives including complaints, resolutions, escalations.
- Guided employees in handling difficult or complex problems.
- Monitored customer service calls to ensure quality standards were met and addressed any issues that arose during the call.
- Developed work schedules according to budgets and workloads, covering priority tasks.
- Coordinated schedule to maintain appropriate staff coverage.
- Trained staff to provide excellent customer service to challenging customers.
Customer Service Specialist
Amazon
Atlanta
08.2019 - 04.2021
- Upheld quality control policies and procedures to increase customer satisfaction.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Helped customers open accounts, place orders, track orders, update information, cancellations, refunds and carry out range of routine actions.
- Handled 50+ Customer interactions per day.
- Mentored junior team members and managed employee relationships.
Specialty Sales
Target
Atlanta
05.2017 - 04.2018
- Upselling products and stocking products
- Welcoming Guests and greeting guests
- Strong knowledge of all products
- Resolving questions and concerns
- Effectively communicating with guests.
- Fun and energetic attitude while assisting guests
- Using HandleHeld Scanners to scan and locate products.
Education
Bachelor of Arts - Theater Arts
Brenau University
Gainesville, GA06-2023
Skills
- Typing
- Customer interaction
- Problem solving
- Multitasking
- Empathizing with guests
- Great personality
- Computer Savy
- Active listening
Timeline
Customer Service Representative Supervisor
State Farm
10.2021 - 01.2025
Customer Service Specialist
Amazon
08.2019 - 04.2021
Specialty Sales
Target
05.2017 - 04.2018
Bachelor of Arts - Theater Arts
Brenau University