Amika Foster Email & Phone Number

• Provide premium support to high-value clients, ensuring timely and effective resolution of inquiries and issues related to the Sendoso Platform. •Train and onboard new support representatives, equipping them with the necessary skills, product knowledge, and customer service best practices to excel in their roles. •Conduct thorough quality assurance assessments on support interactions to ensure compliance with company standards and enhance the overall customer experience. •Collaborate with the knowledge management team to review, update, and improve help articles, ensuring that clients have access to accurate and helpful resources. •Identify trends and opportunities for process improvements, advocating for changes to enhance customer satisfaction. •Serve as a subject matter expert on Sendoso's features and functionalities, assisting both customers and colleagues with advanced troubleshooting and product inquiries.

• Support users through a variety of channels, including Zendesk, in a friendly and professional manner• Identifies and resolves technical problems, shipping problems, delivery issues, and inventory concerns• Provide management with a report of trends and potential incidents• Determine product malfunctions, analyze, and report them• Develop support processes by identifying potential areas for improvement• Assist in the setup of Salesforce, Marketo, Hubspot, and Shopify integrations• Assist with training junior Customer Support Representatives

• Built relationships with customers throughout calls, chat, and email• Serviced customers with post-order issues (returns, replacements, refunds, delivery status, back-ordered items, and any issues with fulfillment)• Exceeded customer satisfaction, efficiency metrics, and issue resolution targets• Identified areas of improvement and conveyed trends in customer calls to leadership• Navigated multiple software applications and technologies simultaneously• Used conflict management skills and maintained professional composure

• Delivered results related to individual and branch sales goals as well as customer expectations• Developed new relationships and maintained existing relationships - working with customers throughout the loan process and loan life cycle• Presented financial solutions, based on customer needs, to meet their goals• Presented customers with optional insurance products• Educated customers on the terms and conditions of their loan to ensure a clear understanding• Partnered with local businesses to seek out and develop new customers• Utilized credit underwriting techniques and sales tools• Managed the life cycle of loans, including collections activities, complying with all laws and regulations

• Helped increase store profitability through customer relationship development, community involvement, and marketing campaigns• Successfully managed customer accounts, ensured that payments were made in a timely manner, and collected on past due accounts• Made daily bank deposits, accepted customer payments, processed vehicle liens, and ensured the work environment complied with company policies and procedures as well as all local, state, and federal laws and regulations• Supervised Customer Service Representatives and helped coach and develop staff to maximize the team’s potential