Alexa Baker Email & Phone Number

I never expected to make a career out of customer service. When I was in school I had planned to be an artist or an architect or maybe even a mortician. I never thought of myself as someone who could work closely with other people, especially because I frequently missed social queues. my first year as a cashier at age 16 felt very awkward. Even so, I quickly developed a desire to help people on their journey. I find client success exciting and the psychology behind business retention to be fascinating. Over the last 10 years I have transitioned between industries, leading the CS teams for large tech companies, service call centers, international branding B2Bs, finance and banking, and even retail landscaping. In each roll I have served I have gained valuable knowledge that's I have introduced new skills, trainings and adaptions for teams I met afterwards. I seem to have developed some strong ideas of how many companies under utilize their customer service teams. Leadership often discounts their client success teams as an 'Entry Level' position, some see the high turnover in CSR positions and have decided that only minimal training and resources can be afforded. The truth I have found is that those companies that provide additional training and advancement opportunities for their CSRs see better retention, improved NPS, and a more positive workplace among all customer facing teams that dramatically effects employee turnover and approval ratings in Glassdoor and indeed reviews. Yes, in some degree customer service will always have a higher turn over rate than other departments as long as it is treated as an entry level position filled by young people working through school on their way to their dream jobs. Instead of seeing that as a detractor, as a CSM, I see this as a call to arms. An ask from society to better educate our young people in social awareness and communication. Enforce an atmosphere of success and growth and watch your CSRs develop into advocates. As we transition to using AI as personal assistants and chat bots as a first point of interaction please remember that not everything can be replaced by .AI. the experience of your sales team came from customer service rolls and managers. If we allow those rolls to be entirely automated we will turn our sales teams into the human experience. Eventually our sales teams become .AI maintenance instead of sales and they lose any opportunity to understand the social requirements of customer care. Just something to consider if you're reading this. Sincerely,-A devoted CSM

Listed skills include Customer Relationship Management, Invoice Processing, Account Management, Fraud Prevention, and 35 others.