Cynthia Osgood
Kincumber
Summary
Dynamic Customer Service Manager with a proven track record at Ormex Building Services, excelling in training and coaching teams to enhance service delivery. Expert in developing customer feedback systems and implementing effective solutions, fostering strong customer relations while ensuring adherence to service standards. Committed to driving productivity and satisfaction.
Versatile manager with background in coordinating diverse teams and managing complex projects. Skilled in strategic planning, operational improvement, and fostering collaborative environments. Demonstrated ability to enhance efficiency and productivity while maintaining high standards of quality. Successfully implemented innovative solutions that resulted in positive organizational changes.
Overview
26
26
years of professional experience
3
3
years of post-secondary education
Work History
Customer Service Manager
Ormex building services
Witheren
04.2001 - 06.2019
- Managed daily customer service operations for building maintenance inquiries.
- Developed and implemented customer feedback systems to improve service quality.
- Established service protocols for handling routine and emergency requests.
- Provided exceptional customer service to ensure customer satisfaction.
- Monitored staff performance to ensure adherence to customer service standards.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Evaluated employee job performance and motivated staff to improve productivity.
- Trained and mentored staff to enhance service delivery and teamwork.
- Coordinated with maintenance teams to ensure timely service completion.
- Fostered positive relationships with clients through regular follow-ups and support.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Reviewed accounts for payments received or approved credit arrangements.
- Delegated work to staff, setting priorities and goals.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Customer Service Manager
Ormex building services
Woywoy
04.1993 - 06.2000
- Managed daily customer service operations for building maintenance inquiries.
- Trained and mentored staff to enhance service delivery and teamwork.
- Developed and implemented customer feedback systems to improve service quality.
- Provided exceptional customer service to ensure customer satisfaction.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Monitored staff performance to ensure adherence to customer service standards.
- Evaluated employee job performance and motivated staff to improve productivity.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
Education
3RD YEAR - Civil Engineering
Far Eastern University
Manila, Philippines 06.1980 - 04.1983
Skills
- Training and coaching
- Product and service solutions
- Budgeting and reporting
- Policy enforcement
- Staff education and training
- Customer relations
- Team building
Timeline
Customer Service Manager
Ormex building services
04.2001 - 06.2019
Customer Service Manager
Ormex building services
04.1993 - 06.2000
3RD YEAR - Civil Engineering
Far Eastern University
06.1980 - 04.1983