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Dedicated Customer Support Executive who constantly applies customer service ideas towards the creation of a bigger profit margin. Adept at training and developing customer service professionals, discussing customer service issues with larger customers, and working with other executives to improve the customer experience. Specializes in service and technology product providers.
- Extremely sensitive to how customer opinion drives company profit
- Excellent personnel training qualities
- Exceptional communication skills
- Very strong presentation and negotiating skills
- Has one published book on the importance of customer service
- Dedicated to developing the best possible customer experience
- Responsible for developing and monitoring monthly customer service metrics for each service professional.
- Responsible for hiring and firing all customer service associates.
- Responsible for re-working the company’s customer service policies to make them more centered on the customer experience.
- Responsible for compiling a monthly customer service metrics report that was presented to the other executives.
- Worked with the sales department to dramatically enhance and improve the customer experience.
- Responsible for creating a training program for customer service associates that applied to new associates as well as current associates.
- Responsible for overhauling the company’s customer service policies and increasing customer satisfaction by 45 percent.
- Responsible for increasing customer retention and increasing the company revenue by 19 percent.
- Responsible for developing new metrics for the customer service department that are still used to this day.
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