Summary
Overview
Work History
Education
Skills
Timeline
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De’Aundrea Robinson

Douglasville

Summary

Dynamic Customer Service Manager with a proven track record at Capital One, excelling in problem-solving and customer relations. Enhanced service quality through process improvements, resulting in faster response times. Skilled in Microsoft Office and dedicated to fostering a customer-focused team culture, driving continuous improvement in service delivery.

Overview

16
16
years of professional experience

Work History

Customer Service Manager

Capital One
03.2019 - Current
  • Assisted in resolving customer inquiries through phone and email communication.
  • Supported team in maintaining high standards of customer satisfaction and service quality.
  • Developed familiarity with CRM software to track customer interactions and feedback.
  • Collaborated with colleagues to streamline processes for improved response times.
  • Monitored customer feedback channels to identify areas for improvement in service delivery.
  • Participated in training sessions to enhance product knowledge and service techniques.

Customer Service Supervisor

Foundever
01.2016 - 03.2019
  • Supervised daily operations, ensuring adherence to customer service standards and protocols.
  • Trained and mentored team members on effective communication and conflict resolution techniques.
  • Analyzed customer feedback to identify trends and implement improvements in service delivery.
  • Developed and maintained performance metrics to assess team productivity and efficiency.
  • Collaborated with cross-functional teams to enhance overall customer experience initiatives.
  • Resolved escalated customer issues, demonstrating strong problem-solving skills and empathy.

Customer Service Team Lead

Foundever
06.2012 - 01.2016
  • Led customer service team in resolving complex inquiries and enhancing customer satisfaction.
  • Trained and mentored new staff on company policies and best practices for effective service delivery.
  • Implemented process improvements that streamlined workflows and reduced response times for customer issues.
  • Analyzed customer feedback to identify trends and recommend enhancements to service protocols.
  • Collaborated with cross-functional teams to develop training materials tailored to employee needs and performance gaps.
  • Monitored team performance metrics, ensuring adherence to quality standards and operational goals.

Senior Customer Service Coordinator

Foundever
04.2009 - 06.2012
  • Led customer service initiatives to enhance client satisfaction and streamline communication processes.
  • Developed training materials for new staff, improving onboarding efficiency and knowledge retention.
  • Coordinated cross-functional teams to address customer inquiries and resolve issues promptly.
  • Implemented process improvements that reduced response time and increased service quality.
  • Monitored key performance indicators to assess team performance and drive continuous improvement efforts.
  • Mentored junior staff on best practices in customer relations, fostering a culture of excellence within the team.

Education

Bachelor of Science - Business Administration And Management

Troy University
Montgomery
12.2023

Skills

  • Customer service
  • Problem-solving
  • Microsoft outlook, word, and Excel
  • Customer focused
  • Customer relations
  • Time management

Timeline

Customer Service Manager

Capital One
03.2019 - Current

Customer Service Supervisor

Foundever
01.2016 - 03.2019

Customer Service Team Lead

Foundever
06.2012 - 01.2016

Senior Customer Service Coordinator

Foundever
04.2009 - 06.2012

Bachelor of Science - Business Administration And Management

Troy University

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De’Aundrea Robinson