Tina Wilson

Customer Service Supervisor (2009 - Present)

• Promoted rapidly from Call Center Representative to Warranty Specialist within six months due to strong performance and dedication.
• Managed major accounts as a Key Account Specialist, overseeing complex warranty claims, large-volume order quotes, and complaint resolution processes.
• Promoted to Customer Service Supervisor and led a team of up to 13 employees, including call center staff, order entry, and the Key Account Department.
• Created and implemented training programs for new hires, improving time-to-productivity and service consistency.
• Processed and approved all job quotes and managed freight claims company wide.
• In 2023, after the department restructuring, took a leadership role in redefining the call center under the direction of Cassandra Woods.
• Focused on customer journey mapping, touch point improvements, and brand loyalty strategies to elevate service standards and turn customers into brand ambassadors.
• Supervised customer service team, ensuring high-quality support and adherence to company policies.
• Implemented training programs for new staff, enhancing product knowledge and service delivery.
• Monitored performance metrics, identifying areas for improvement and facilitating operational efficiency.
• Resolved escalated customer issues, employing problem-solving skills to maintain client satisfaction.
• Collaborated with cross-functional teams to streamline processes and improve overall customer experience.
• Developed and maintained comprehensive knowledge base for staff reference, increasing response accuracy.
• Conducted regular team meetings to discuss objectives, share best practices, and boost morale.
• Analyzed customer feedback trends to inform strategic changes in service protocols and procedures.
• Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
• Collaborated with other departments to address recurring customer concerns, improving overall service quality.
• Coached employees through day-to-day work and complex problems.
• Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
• Enhanced team productivity through regular coaching, feedback, and performance evaluations.
• Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
• Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
• Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
• Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
• Coached team members to deliver hospitable, professional service while adhering to set service models.
• Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
• Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
• Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
• Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
• Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
• Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Identified customer service trends to provide recommendations for process and procedural improvements.
• Created customer support strategies to increase customer retention.
• Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
• Created, prepared, and delivered reports to various departments.
• Monitored call center data to assess trends, proactively implementing solutions for identified issues.
• Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
• Fostered strong relationships with key accounts by providing personalized care and attention in managing their concerns.
• Achieved significant improvement in team performance through targeted coaching and development plans.
• Streamlined call handling processes to improve response time and efficiency.

• Customer Service / Payroll Coordinator (1998 - 2009)
• Oversaw customer communication, dispatch coordination, and driver payroll in a fast-paced, family-owned logistics environment.
• Demonstrated strong organizational and multitasking abilities while maintaining accuracy and efficiency under pressure.

• Accounts Payable / Billing / Customer Service (1992 - 1998)
• Progressed from billing to accounts payable clerk; managed daily vendor payments and ensured accuracy during monthly closings.
• Balanced accounting duties with frontline customer service responsibilities, supporting both internal and external stakeholders.