Resourceful Manager of customer care who consistently meets and exceeds productivity goals.
Employed with the same company since 2001. Promoted to Call Center Manager in 2009. Trained and developed entry level employees for leadership positions.
Promoted to Call Center Manager in 2009.
Trained and developed entry level employees for leadership positions.
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.
Properly directed inbound calls in phone queues to improve call flow.
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.
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