Anna Prince (Ricci) Email & Phone Number

St. Louis, Mo, Us

- Led a Customer Success Team of 35 people, maintaining and exceeding targets in CSAT, Productivity, and Quality Assurance through coaching team leads to drive results. - Leadership Coaching: Coached a group of 3 Team Leads to become strong leaders that impact results through coaching their teams.- Implemented Core Competencies: Led the implementation of core competencies within the Customer Success department, using them as a coaching tool to drive team development and performance enhancement.- Fostered Specialist Development: Created development opportunities for tenured specialists by mentoring them through hands-on projects, promoting skill growth and career advancement.- Streamlined Queue Management: Established a structured approach to efficiently manage queue volumes, consistently achieving First Response Time SLAs and improving overall customer service efficiency.- Enhanced Workforce Management: Implemented a Workforce Management (WFM) system to proactively manage queues, increasing efficiency and reducing response times.- Improved Attendance and Productivity: Developed and enforced an attendance policy that significantly reduced unnecessary callouts, leading to an increase in overall tickets closed and improved team productivity.- Consumer Transparency Advocate: Actively contributed to the Consumer Transparency Task Force, advocating for improvements in pre-shipment alerts, billing cadence, and communication clarity to enhance customer trust and satisfaction.- Promoted Buyer Flexibility: Advocated for buyer flexibility initiatives, fostering stronger customer relationships and building trust through transparent and customer-centric practices.- AI Implementation: Integrated the use of AI chatbots with a deflection rate of 62% and CSAT of 90% to improve the customer experience and internal efficiencies

- Established a Specialized Retention Team: Formed and led a dedicated team of 5 specialists focused on customer retention, successfully saving an average of 20% of customers requesting to cancel their subscription.- Achieved High Customer Satisfaction: Coached and managed a team of 10 specialists, driving an average CSAT score of 92%, demonstrating exceptional service quality and customer satisfaction.- Promoted Team Growth and Development: Mentored and developed 2 team members, guiding them to advance into leadership roles, fostering internal talent and leadership capabilities.- Enhanced Company Reputation: Strategically improved the company's TrustPilot score from 3.5 to 4.1, reflecting significant advancements in customer experience and satisfaction.

-Led a team of sales representatives to deliver exceptional service and achieve an increase in revenue-Developed and implemented strategies to improve customer satisfaction and loyalty, resulting in an increase in customer retention-Identified and resolved escalated customer service issues and concerns in a timely and effective manner, maintaining a customer satisfaction rate of 95%-Monitored and evaluated team performance, providing feedback and coaching as needed against KPIs, resulting in an increase in individual sales performance-Created and delivered training programs for customer service team members and sales training and coaching, improving team's overall sales performance-Collaborated with other departments to resolve customer issues and improve overall customer experience, leading to an increase in customer satisfaction scores-Monitored, analyzed, and reported data to identify trends and areas for improvement

- Leading a sales team to meet and exceed KPIs. - Engaging employees and creating a positive work environment. - Innovative and creative thinking to incite change and achieve results

Assisted in overseeing store operations, managing a team, and ensuring a great customer experience for AT&T customersCollaborated with the store manager to manage all aspects of a retail store's daily operationProvided support in merchandising, product launches, and exceeding sales objectivesUtilized retail knowledge and leadership abilities to ensure customers received the best services, entertainment, and technology possible

Uncovered customer needs, negotiated sales, recommended personalized solutionsResolved concerns and educated customers for a positive experienceBecame an expert on AT&T's products, providing technical and business solutions to customers and assisting with product adoption and optimization

Cape Girardeau, Mo

Created and led a team of 23 independent contractors for Cape and Crown Co, a children's party entertainment businessCoordinated and communicated with clients to ensure successful event planning and executionManaged social media pages and ads on Facebook, Google, and Yelp to increase brand visibility and drive salesDesigned marketing materials using Canva to promote services and engage with customersCape and Crown Co is a children’s party entertainment business, where we bring favorite princesses and superhero’s to entertain and children’s parties.

Various Locations

Ensure customer satisfaction through making them feel welcome, serving their table in an efficient and friendly manner, working alongside the kitchen and bartending staff, and earning an overall average of 25% tips.

Greater Nashville Area, Tn

Greater Nashville Area, Tn

Bachelor Of Arts - Ba, Theatre/Theater

Activities and Societies: Alpha Psi Omega

Project Management