Monica Griffin
Bishopton,Renfrewshire
Summary
Customer Service Leader skilled in driving team performance and enhancing service quality. Manages high-volume enquiries across multiple channels, resolving complex issues and maintaining positive customer relationships. Utilises strong analytical skills to identify trends, implement improvements, and optimise workflows. Facilitates collaboration across departments, fostering a motivated team environment focused on shared goals.
Overview
8
8
years of professional experience
Work History
Team Leader
Arnold Clark
09.2018 - Current
- Served as customer service team lead, enforcing company policies, answering co-workers' questions and training new staff.
- Monitored team performance, identifying areas for improvement and implementing corrective actions.
- Conducted performance reviews, providing constructive feedback and personal development plans.
- Planned employee workloads and delegated tasks strategically to meet seasonal fluctuations in demand.
- Liaised between management and staff, advocating for team needs and resources.
- Collaborated with team members to develop strategies for improving live chat operations and efficiency.
- Managed high-volume live chat inquiries, providing prompt and courteous responses to customer queries.
- Managed inbound customer queries via phone, email, and live chat, providing timely and accurate advice.
- Resolved complex customer enquiries, disputes and complaints.
- Monitored operations to ensure employees followed relevant procedures and worked towards defined Key Performance Indicator (KPI) targets.
- Tactfully handled complaints from staff, management and clients using excellent problem-solving and dispute resolution skills.
- Coordinated with other departments to ensure seamless collaboration on cross-functional projects.
- Analysed data to identify trends, making informed decisions to optimise team output.
- Optimised cash handling procedures, minimising errors and discrepancies.
- Preserved excellent levels of internal and external customer service.
- Assisted with team recruitment, interviewing and onboarding.
Education
Bachelor of Arts - Events Management and Tourism
University of the West of Scotland
Paisley, RFW01-2013
Skills
- Team leadership
- KPI management
- Employee performance reviews
- Performance coaching
- Task prioritisation
- Complaint management
- Call handling
- Live chat support
- Customer service
- Financial oversight
- Microsoft Excel
- General office administration
- Knowledge sharing
- Decisive decision-making
- Communication excellence
- Tolerance and patience
- Staff supervision
Timeline
Team Leader
Arnold Clark
09.2018 - Current
Bachelor of Arts - Events Management and Tourism
University of the West of Scotland