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
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
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
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
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