Chelisa Dunn
@chelisadunn
Experienced live chat support agent with a focus on customer satisfaction.
United StatesWhat I'm looking for
With over a decade of experience in customer support, I have consistently led teams to achieve remarkable results, including a 98% customer satisfaction rate and a 20% efficiency boost. My expertise lies in implementing CRM strategies that have significantly reduced resolution times and enhanced product knowledge across various platforms.
In my current role as Manager of Client Service Quality at Cox Automotive, I direct contact center operations and live chat support strategies, successfully increasing customer satisfaction by 20%. My analytical skills have allowed me to streamline workflows and improve service level agreements, ensuring that our clients receive the best possible support. I am passionate about mentoring teams and fostering a culture of continuous improvement, which has led to substantial gains in performance metrics.
Throughout my career, I have been recognized for my ability to manage high-value escalations and implement effective outreach strategies that enhance resolution speed. I thrive in fast-paced environments and am dedicated to delivering exceptional customer experiences while driving operational excellence.
Experience
Work history, roles, and key accomplishments
Manager of Client Service Quality
Cox Automotive - Ready Logistics
May 2022 - Present (3 years 2 months)
Directed contact center operations and live chat support strategies, increasing customer satisfaction by 20%. Led cross-functional initiatives linking CRM systems with omnichannel support, improving SLAs by 15%.
Client Service Manager
Cox Automotive - Central Dispatch
Apr 2020 - Present (5 years 3 months)
Mentored a 14-member team, achieving a 98% response rate and 90% customer satisfaction across channels. Streamlined processes and reduced costs by 10% through efficient resource management.
Client Service Supervisor
Cox Automotive - Central Dispatch
May 2017 - Present (8 years 2 months)
Led 19 professionals, enhancing scheduling and processes to boost efficiency by 15%. Launched training programs raising technical proficiency by 20%.
Senior Client Service Representative II
Cox Automotive - Central Dispatch
Jun 2012 - Present (13 years 1 month)
Delivered high-quality customer support in a fast-paced contact center, utilizing critical thinking, active listening, and de-escalation techniques. Maintained extensive knowledge of corporate rules and processes, aiding customers with account issues and service queries.
Client Service Representative II
ProFlowers.com
Apr 2009 - Present (16 years 3 months)
Delivered excellent phone and email support, boosting customer retention and exceeding satisfaction targets. Accurately processed transactions, enhancing fraud protection and operational efficiency.
Education
Degrees, certifications, and relevant coursework
Mesa College
Advanced Professional Studies, Legal Research
2010 - 2012
Focused on legal research and advanced professional studies. Developed strong analytical and research skills applicable to various professional fields.
Kearny High School of Digital Media and Design
High School Diploma, Digital Media and Design
2004 - 2008
Completed high school education with a focus on digital media and design. Gained foundational knowledge and skills in various academic subjects.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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