Served as mentor to junior team members.
Managed team of 10-20 professionals.
Surpassed revenue goals in four consecutive quarters.
Directed strategic initiatives to achieve 100% customer satisfaction.
Made reasonable procedure exceptions to accommodate unusual customer requests.
Provided accurate and appropriate information in response to customer inquiries.
Demonstrated mastery of customer service call script within specified time frames.
Addressed customer service inquiries in a timely and accurate fashion.
Built customer loyalty by placing follow-up calls for customers who reported product issues.
Implemented changes to customer service program, resulting in 14% higher customer satisfaction ratings.
Trained staff on how to improve customer interactions.
Led a team of customer service representatives to increase service center profitability.
Properly directed inbound calls in phone queues to improve call flow.
Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met.