Rachel Wonnocott
Adelaide,SA
Summary
Versatile Customer Support Manager highly effective at conflict resolution and persuasive communication. Knowledgeable about quality assurance and training to support and set up teams for success. Hardworking and reliable with excellent attention to detail to manage processes and timelines to accomplish tasks.
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
4
4
years of professional experience
Work History
Client Service Manager
Southern Cross Cleaning
Edinburgh , SA
09.2020 - Current
- Implemented quality control measures to uphold company standards.
- Prepared documentation, reports, and logs to identify and manage sales metrics and support process driven activities.
- Proposed or approved modifications to project plans.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Evaluated employee job performance and motivated staff to improve productivity.
- Ensured compliance with applicable laws, regulations, policies and procedures related to customer service operations.
- Established effective communication channels between clients and other departments within the organization.
- Maintained accurate records of customer interactions and transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed completed work to verify consistency, quality, and conformance.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Resolved escalated customer complaints in a professional manner.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Recruited and trained new employees to meet job requirements.
- Facilitated training sessions for new staff members on the company's policies and procedures related to client service management.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Created and managed budgets for travel, training, and team-building activities.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Conducted regular meetings with clients to review progress on projects and address any concerns or questions they may have had.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Developed and managed client relationships to ensure satisfaction with services provided.
- Provided timely responses to customer inquiries and requests for service.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Assigned work and monitored performance of project personnel.
- Conducted regular performance reviews with team members in order to identify areas for improvement.
- Drove customer escalations to resolution by engaging directly with clients.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
Education
High School Year 11 -
Craigmore High School
Craigmore Skills
- Report generation
- Team building
- Account management
- Cross-functional teamwork
- Strong leadership
- Client experience management
- Client issue resolution
- Client relationship building
- Client services
- Schedule management
- Training programs
- Training and mentoring
Timeline
Client Service Manager
Southern Cross Cleaning
09.2020 - Current
High School Year 11 -
Craigmore High School