Skilled Escalation Specialist committed to addressing customer concerns with speed, accuracy and professionalism.
Responsible for escalated dealer, sales representatives and executive customer situations.
Liaison between Legal Department and dealers for small claims cases filed against the organization.
Responsible for response and resolution of Better Business Bureau and Attorney General complaints.
Technical resource for Customer Service Representatives, Supervisors, Managers, and Field Technicians.
Authorize discounts, refunds and credits in an appropriate situation.
Work with upper management to ensure appropriate changes were made to improve customer satisfaction.
Train staff on how to improve customer interactions.
Assist with the development of the call center's operations, quality and training processes.
First point of contact to all customer inquiries, request and complaints.
Defused difficult customers in order to successfully communicate and develop a solution.
Ordered service parts needed to resolve customer service issues.
Made reasonable procedure exceptions to accommodate unusual customer requests.
Provided accurate and appropriate information in response to customer inquiries.
Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
Responsible for installation and maintenance of telephone systems throughout five clinical locations and three administrative locations.
Supervised and scheduled telephone operators. Including annual reviews and disciplinary action when necessary.
Developed training manual and trained Customer Service Representatives on telephone etiquette skills.
Responsible for daily purchasing, including office supplies, building supplies, and medical supplies.
Oversaw and reviewed bids for daily supplies as well as building improvements.
Supervised purchasing staff. Including annual reviews and disciplinary action when necessary.
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