Experience

VetMedux

• United States
• Veterinary Services
• 1 - 100 Employee

• Customer Service Manager

  • May 2023 - Present



City of Georgetown

• Government Administration
• 300 - 400 Employee

• Customer Care Supervisor

  • Mar 2022 - Apr 2023

  • Supervised a contact center taking 450 calls, 200 emails, and 80 walk ins a day. • Hired, on-boarded, and trained all CSRs for the call center and front office cashiering. • Evaluated phone and email interactions between CSRs and customers to assess personnel performance and implement individualized soft skill training strategies. • Handled escalations from customers dealing with utility disconnects, water/electric outages, financial assistance, et cetera. • Worked directly with SaaS vendors to ensure CSRs had the best tools available to them. • Maintained clear KPIs so that City Hall and the City Manager's Office were aware of problem trends, staffing needs, and resource upgrades so that we could continue delivering high levels of service to city customers. Show less



Hookah-Shisha.com

• United States
• Warehousing and Storage
• 1 - 100 Employee

• Customer Service Manager

  • Oct 2015 - Mar 2022

  • Managed and scheduled a team of Customer Service Representatives that assisted customers through email, phone, and live chat via HubSpot. • Analyzed orders for potential fraud by using social media, IP matching, card AVS, and TransUnion software. • Handled and disputed credit card chargebacks relating to fraud or friendly fraud with financial institutions. • Filed and managed claims with shipping carriers regarding lost or damaged packages. • Kept detailed metrics on retention and customer satisfaction to focus customer service training (handle time, one response resolution, soft skills). Show less



LegalZoom

• United States
• Legal Services
• 700 & Above Employee

• Senior Customer Service Representative

  • Jun 2013 - Oct 2015

  • Worked with customers and local government entities to file DBAs and LLCs for new businesses. • Tracked updated state and local laws regarding business filing to accurately assist customers. • Resolved and handled any customer call escalations by junior representatives. • Left extensive notes regarding customer interactions and resolutions through Salesforce. • Worked with customers and local government entities to file DBAs and LLCs for new businesses. • Tracked updated state and local laws regarding business filing to accurately assist customers. • Resolved and handled any customer call escalations by junior representatives. • Left extensive notes regarding customer interactions and resolutions through Salesforce.



Kabam

• Canada
• Computer Games
• 500 - 600 Employee

• Customer Service Representative

  • Dec 2010 - May 2013