Quinn Carrico
Louisville
Summary
Experienced with leading customer service teams to improve satisfaction and efficiency. Utilizes problem-solving and communication skills to address customer needs effectively. Track record of fostering collaborative team environment and achieving high service standards.
Overview
8
8
years of professional experience
Work History
Customer Experience Team Lead
Generation Tux
Louisville, KY
05.2023 - Current
- Managed a team of customer service representatives, providing guidance and support to help them reach their full potential.
- Resolved complex customer issues by collaborating with other departments and finding creative solutions.
- Created detailed reports on team performance metrics, identifying areas for improvement and implementing action plans to address them.
- Conducted training sessions for new hires, ensuring they were equipped with the necessary skills to provide excellent customer service from day one.
- Created a forum for team members to quickly seek and receive support, allowing them to more readily resolve customer needs.
- Participated in development of a knowledge base for staff members that provided quick access to important company information, frequently asked questions, and troubleshooting guides; this resource served as an invaluable tool in helping employees quickly resolve customer queries.
- Spearheaded project to revamp templates used in customer outreach and internal documentation, allowing team members to more easily construct and notate interactions with customers.
Customer Experience Specialist
Generation Tux
Louisville, KY
06.2022 - 05.2023
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience.
- Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
- Collaborated with business partners to develop new programs for customers to experience products through.
Assistant Manager
Apex Theatres
Louisville, KY
03.2017 - 06.2022
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with staff, fostering a positive work environment.
- Mentored staff members in their professional development by offering guidance/support in their assigned roles.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
Education
Saint Xavier High School
Louisville, KY04-2014
Skills
- Team management
- Coaching and mentoring
- Feedback delivery
- Policy improvement
- Teamwork and collaboration
- Excellent communication
- Understanding customer needs
- Adaptability and flexibility
- Problem resolution
- Call center experience
Timeline
Customer Experience Team Lead
Generation Tux
05.2023 - Current
Customer Experience Specialist
Generation Tux
06.2022 - 05.2023
Assistant Manager
Apex Theatres
03.2017 - 06.2022
Saint Xavier High School