Netoya Mack
Charlotte
Summary
Self-motivated Customer Support Manager brings proven leadership, organizational and customer relations skills. Independently solves problems and keeps teams on task to handle diverse business requirements. History retaining clients and talented staff.
Overview
6
6
years of professional experience
Work History
Cusrome Support Manager
Amazon
06.2022 - Current
- Coached employees through day-to-day work and complex problems.
- Analyzed customer service data to identify trends, identify solutions and improve customer experience.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Monitored customer service metrics and provided feedback to team members, upholding quality standards.
- Developed and implemented procedures for responding to customer inquiries and resolving technical issues.
Project Manager
Amazon
06.2020 - 06.2022
- Planned, designed, and scheduled phases for large projects.
- Monitored project performance to identify areas of improvement and make adjustments.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Achieved project deadlines by coordinating with contractors to manage performance.
- Met project deadlines without sacrificing build quality or workplace safety.
- Provided detailed project status updates to stakeholders and executive management.
Virtual Customer Service Representative
Activus Solutions
01.2018 - 01.2022
- Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
- Assisted clients with product questions to facilitate online ordering process.
- Answered live online chats to give quick answers and solve problems faster.
- Documented and updated customer records in [Software] to record interactions and facilitate follow-up.
- Generated reports and tracked customer service metrics on daily basis.
- Developed and maintained knowledge of evolving products and services to accurately answer questions and make recommendations based on customer needs.
Education
Bachelor of Science - Psychology
Colorado Technical University
Colorado Springs, CO05.2025
Skills
- Accounting Techniques
- Cross-Functional Collaboration
- Photography
- Schedule Coordination
- Business Management Principles
- Information Confidentiality
- Professional Networking
- Customer Service Expertise
- Financial Forecasting
Timeline
Cusrome Support Manager
Amazon
06.2022 - Current
Project Manager
Amazon
06.2020 - 06.2022
Virtual Customer Service Representative
Activus Solutions
01.2018 - 01.2022
Bachelor of Science - Psychology
Colorado Technical University