Managed team of 15 professionals. Monitor service calls to observe employee demeanor, technical accuracy, and conformity to company policies. Managed the day-to-day tactical and long-term strategic activities within the business. Collected customer feedback and made process changes to exceed customer satisfaction goals. Made reasonable procedure exceptions to accommodate unusual customer requests. Provided accurate and appropriate information in response to customer inquiries. Improved service quality and increased sales by developing a strong knowledge of company's products and services. Interviewed, hired and trained new quality customer service representatives. Provided detailed monthly departmental reports and updates to senior management. Addressed negative customer feedback immediately. Routinely prepared and evaluated CRM reports to identify problems and areas for improvement. Effectively communicated with team members to maintain clearly defined expectations. Resolved customer questions, issues and complaints.
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