Brooke Webb
Elon
Summary
Dedicated Customer Service Lead with a proven track record in complaint resolution, team performance monitoring, and effective communication. Committed to enhancing customer satisfaction and driving team collaboration.
Overview
5
5
years of professional experience
Work History
Customer Service Lead
Vertical Supply Group
Greensboro, NC
02.2022 - Current
- Coordinated communication between departments to ensure customer needs met promptly
- Monitored team performance, providing feedback, and coaching for skill enhancement
- Assisted representatives with processes, procedures, and problem solving
- Assisted with managing call, chat, and case service level
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary
- Assisted team supervisor(s) and director with daily tasks
Customer Service Representative
Vertical Supply Group
Greensboro, NC
03.2021 - 02.2022
- Processed orders for distributors and end users
- Answered phone calls and emails
- Conducted follow-up communication with customer when necessary
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Education
High School Diploma -
Morehead High School
Eden, NC05-2012
Skills
- Email etiquette
- Payment processing
- Department operations
- Customer complaint resolution
- Account management
- Administrative duties
- Telephone etiquette
- Call center experience
- Call flow maximization
- Staffing oversight
- Customer service excellence
Timeline
Customer Service Lead
Vertical Supply Group
02.2022 - Current
Customer Service Representative
Vertical Supply Group
03.2021 - 02.2022
High School Diploma -
Morehead High School