Crystal Kearns
Aurora
Summary
Dynamic Customer Care Manager with a proven track record at Illinois Auto Electric Co., excelling in customer relations and team management. Enhanced customer satisfaction through strategic problem-solving and effective communication, leading to increased retention. Strong leadership and attention to detail contributed to consistently exceeding departmental KPIs.
Diligent [Desired Position] with proven ability to manage customer care operations effectively. Successfully led initiatives to improve customer satisfaction and streamline processes. Demonstrated expertise in conflict resolution and team leadership.
Overview
20
20
years of professional experience
Work History
Customer Care Manager
Illinois Auto Electric Co.
03.2005 - Current
- Implemented effective quality control measures to minimize errors and ensure high standards of service.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Created customer support strategies to increase customer retention.
- Facilitated open communication between team members, promoting a supportive work environment that encouraged collaboration and innovation.
- Played a crucial role in meeting or exceeding departmental KPIs consistently through strong leadership skills combined with strategic planning.
- Established positive relationships with clients, leading to increased customer loyalty and retention.
- Managed escalations effectively, ensuring prompt resolution of issues and maintaining customer confidence.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Collaborated with cross-functional teams to address customer concerns, resulting in a holistic approach to problemsolving.
- Streamlined communication channels for improved client interactions and faster issue resolution.
Skills
- Customer relations
- Training and mentoring
- Team management
- Delegation and supervision
- Team building
- Account management
- Research and due diligence
- Strong leadership
- Positive attitude
- Teamwork
- Teamwork and collaboration
- Customer service
- Time management
- Problem-solving
- Attention to detail
- Reliability
- Computer skills
- Excellent communication
Timeline
Customer Care Manager
Illinois Auto Electric Co.
03.2005 - Current
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