Kylene Hall Frierson
Conover
Summary
Strong leader and problem-solver dedicated to streamlining operations to ensure customer satisfaction and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
3
3
years of professional experience
Work History
Customer Service Manager
LuminaSun Smart Home
09.2021 - Current
- Oversee service operations, managing a team of technicians to ensure timely and efficient delivery of services
- Handle 90+ service tickets concurrently, ensuring proper prioritization, assignment, and resolution
- Coordinate service schedules, managing technician availability and service requirements
- Act as primary point of contact for customers, ensuring clear communication and setting appropriate expectations for service delivery
- Troubleshoot and resolve customer issues remotely, leveraging technical expertise to provide solutions
- Collaborate with manufacturers to address product issues and facilitate warranty claims
- Review design specifications and provide input on project feasibility and required modifications
- Manage permitting, inspections, and regulatory compliance processes for smart home installations
- Conduct employee performance evaluations and facilitate feedback loops between field and office teams
- Create and maintain detailed records of service calls, ticket resolutions, and employee performance
- Manage escalation calls, ane ensure a satisfactory experience for life long customers.
Education
BSBA - Management
UNCP
Skills
- Organization & Time Management
- Ticket Management
- Customer Relations
- Team Leadership & Staff Development
- Remote Troubleshooting
- Project Management
- Calendar Management & Scheduling
- Collaborative Communication
- Regulatory Compliance
- Complaint resolution
- Metric tracking
- KPI Analysis
- Familiar with multiple SaaS platforms including: Google Suites, Adobe, Microsoft, Podio SiteCapture
Timeline
Customer Service Manager
LuminaSun Smart Home
09.2021 - Current
BSBA - Management
UNCP
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