Billie Douglass, Customer Service Team Lead

About

I am a customer support team lead with over 8 years of customer support experience in a team lead setting. I have a degree I will be earning in May 2023 in History, with plenty of experience in education and the creation of education materials. I understand how to help people learn and how to continue that learning beyond what I have shown them at the start. I strive at creating lasting relationships with customers and internally within companies. I have a passion for education, customer service, and creating lasting relationships for businesses. My ultimate goal is to keep a customer for life and teach the skills to maintain customer relationships to those who work with me. I'm passionate about new ventures, education reform, banking, and tying these together to create a future that can be enjoyed and embraced by all in the community.

Experience

West Gate Bank

Sep 2021 – Present

Customer Support Team Lead

Process customer claims and requests. Handle large amounts of money daily. Take daily inbound calls regarding customers accounts, requests, and issues. Follow government regulations to complete customer transactions. Oversee and manage a team of 10 - 12 people throughout the day. Troubleshoot employee and customer issues efficiently. Multitask between programs to ensure customers responses are handled in a timely manner. Complete fraud inquiries and handle mass fraud instances that impact customer accounts. Work with third parties and CRM systems. Deescalate situations and maintain long term customer relationships.

NRC Health

Nov 2018 – Dec 2020

VPS Associate

Processed surveys through multiple databases for hospitals to generate feedback. Assisted in feedback and optimization of recorded customer surveys to produce maximum output of data. Checked in with supervisors throughout shift to guarantee proper outputs were being met. Completed multiple varying tasks throughout the shift and self monitored during to ensure completion. Handled secure customer data daily and processed data to relay to clients. Worked remotely with confidential data and maintained high output goals.

Panera Bread

Feb 2015 – Sep 2018

Supervisor

Mastered each area of the store to ensure proper training and procedures were followed. Created training materials utilized for proper procedures throughout the restaurant. Handled customer complaints and issues throughout the shift. Provided motivation and guidance to crew when issues would arise. Created schedules for crew and location for the week to ensure proper staffing. Completed customers orders in a timely and accurate manner. Balanced and kept record of the safe each evening upon closing. Communicated with other stores on staffing and inventory issues that would arise.

Education

Nebraska Wesleyan University

Jan 2018 – Mar 2023

Bachelor's, History

Billie Douglass

Customer Service Team Lead

Skills