April 1991 — February 2014
Investigated and resolved customer inquiries and complaints in an empathetic manner.
Cross-trained and backed up other customer service managers.
Adhered to all confidentiality requirements at all times.
Met all customer call guidelines including service levels, handle time and productivity.
Solved unresolved customer issues.
Promptly responded to inquiries and requests from prospective customers.
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Strong leader of customer support staff.
Facilitated inter-departmental communication to effectively provide customer support.
Scheduled staff shifts to cover peaks and lulls in customer inquiries.
Trained staff on operating procedures and company services.
Identified individual development needs with appropriate training.
Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Resolved associate, tool and service delivery issues revealed by statistical reports.
Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
Maintained up-to-date knowledge of product and service changes.
Managed work flow to exceed quality service goals.