- Volunteering
- Backpacking and Hiking
- Outdoor Recreation
- Avid Reader
- Knitting and Crocheting
- DIY and Home Improvement
- Gardening
Brenda Whitley
155 Stagecrest Dr.
Summary
Outstanding customer service leader with a proven track record at Lake Norman at Mooresville Animal Hospital, enhancing client satisfaction through effective problem resolution and staff training. Skilled in appointment scheduling and communication, I implemented process improvements that significantly reduced response times, fostering strong client relationships and boosting retention rates.
Overview
22
22
years of professional experience
Work History
Lead CSR
Lake Norman @ Mooresville Animal Hospital
06.2017 - Current
- Oversaw daily operations and workflow for customer service team to enhance client satisfaction.
- Trained and mentored new staff on protocols, ensuring consistent service delivery and adherence to policies.
- Implemented process improvements that streamlined client communication, reducing response times significantly.
- Collaborated with team members to develop strategies for boosting customer retention rates.
- Trained new hires on company policies and procedures, ensuring consistent quality of service delivery.
- Managed scheduling and appointment systems, optimizing resource allocation for maximum efficiency.
- Resolved complex customer inquiries and complaints, fostering strong relationships with clients and enhancing trust.
- Enhanced customer satisfaction by addressing inquiries and resolving issues promptly.
- Maintained detailed records of customer interactions, documenting concerns and resolutions accurately.
- Reduced wait times for customers by efficiently managing high call volumes during peak periods.
- Established rapport with customers through active listening skills, empathetic responses, and genuine interest in their needs.
Assistant Front Office Manager
Food Lion Grocery
05.2016 - 07.2017
- Supervised front office operations, ensuring exceptional customer service and efficient workflow.
- Trained and mentored new staff on operational procedures and customer engagement.
- Led team meetings to communicate objectives, share feedback, and ensure alignment with company goals.
- Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
- Balanced daily cash transactions, accurately maintaining financial records for the front office department.
- Developed and implemented strategies to improve front office processes and reduce wait times.
- Coordinated scheduling to optimize staff coverage during peak hours, enhancing service efficiency.
- Ensured accurate billing procedures were followed consistently by front desk staff members.
- Monitored inventory levels, coordinating with suppliers to maintain stock availability and minimize shortages.
- Trained and mentored new staff on operational procedures and customer engagement techniques.
Lead CSR
Veterinary Care Unlimited
08.2013 - 06.2015
- Acted as a liaison between clients, sales representatives, and other internal teams to ensure seamless collaboration efforts.
- Developed training materials and conducted workshops to elevate team performance and service standards.
- Analyzed customer feedback to identify trends, driving strategic initiatives that improved overall service quality.
- Developed troubleshooting guides that reduced resolution time for common customer complaints.
- Streamlined communication between departments for improved efficiency and customer experience.
- Provided exceptional support to clients, fostering long-term relationships built on trust and reliability.
- Responded to customer requests for products, services, and company information.
- Cross-trained and backed up other customer service managers.
CSR Supervisor
Animal Hospital Of Statesville
06.2003 - 07.2012
- Led team of customer service representatives to enhance service delivery and operational efficiency.
- Developed training programs to improve staff performance and product knowledge.
- Implemented quality assurance processes that reduced customer complaints and improved satisfaction scores.
- Coordinated cross-departmental communication to streamline issue resolution and enhance customer experience.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Implemented cross-training initiatives to increase skill sets among CSR representatives, resulting in increased productivity.
- Increased team efficiency by providing ongoing coaching, feedback, and support to CSR representatives.
- Collaborated with other departments on projects aiming at improving overall business performance through enhanced customer service experiences.
- Resolved customer inquiries and complaints, ensuring high satisfaction levels.
- Guided customers through product usage, enhancing overall user experience.
Education
High School Diploma -
South Iredell High School
Troutman, NC06-1991
Skills
- Customer service
- Problem-solving
- Time management
- Multitasking and organization
- Decision-making
- Problem resolution
- Money handling
- Verbal and written communication
- Call center experience
- Product knowledge
- Appointment scheduling
- Complaint handling
- Scheduling
- Staff training
- Payment processing
- Paperwork processing
- Administrative support
Interests
Timeline
Lead CSR
Lake Norman @ Mooresville Animal Hospital
06.2017 - Current
Assistant Front Office Manager
Food Lion Grocery
05.2016 - 07.2017
Lead CSR
Veterinary Care Unlimited
08.2013 - 06.2015
CSR Supervisor
Animal Hospital Of Statesville
06.2003 - 07.2012
High School Diploma -
South Iredell High School
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