Collected customer feedback and made process changes to exceed customer satisfaction goals.
Made reasonable procedure exceptions to accommodate unusual customer requests.
Addressed customer service inquiries in a timely and accurate fashion.
Developed effective relationships with all call center departments through clear communication.
Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
Built customer loyalty by placing follow-up calls for customers who reported product issues.
Formulated and enforced Service Center policies, procedures and quality assurance measures.
Trained staff on how to improve customer interactions.
Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations.
Properly directed inbound calls in phone queues to improve call flow.
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