Evaluations: Manually evaluated multiple customer interactions from 60 to 100 consultants monthly, ensuring compliance with quality standards and improving customer service consistency.Tool integration for process improvement: Facilitated the integration of third-party tools(Qualtrics)to achieve 100% coverage in quality evaluations.Adaptability during critical situations: Adapted to support a new line of business during critical code red periods, maintaining service quality… Show more Evaluations: Manually evaluated multiple customer interactions from 60 to 100 consultants monthly, ensuring compliance with quality standards and improving customer service consistency.Tool integration for process improvement: Facilitated the integration of third-party tools(Qualtrics)to achieve 100% coverage in quality evaluations.Adaptability during critical situations: Adapted to support a new line of business during critical code red periods, maintaining service quality under high-pressure conditions.Quality audits: Conducted comprehensive quality audits post-tool implementation, achieving 100% compliance with revised guidelines.Onboarding and training: Assisted in onboarding new quality evaluators and training vendor support teams to ensure 100% adherence to internal processes.Cross-functional collaboration: Led cross-functional team initiatives involving Product Education, Knowledge Management, Customer Support, Product Operations, and Technical Escalations to achieve quality and business driven objectives.Dashboard training: Trained support managers and consultants on using Qualtrics and Power BI dashboards effectively by creating video walkthroughs as well as hosting in-person workshops reducing training and support inquiries by 85%Leadership reporting: Synthesized complex data trends and presented actionable insights to senior directors and the management team, influencing strategic quality initiatives.Data analysis and presentation: Initiated and piloted innovative data analysis methods using Qualtrics, Salesforce, Power BI, and Tableau, uncovering trends that led to actionable improvements in customer support processes.Knowledge management: Leveraged data trends to recommend and implement updates to knowledge base articles, enhancing accuracy, discoverability, and ease of use.Team building:Organized global team-building events that strengthened collaboration and boosted team morale, fostering an engaged work environment. Show less

Customer Support Excellence: Provided email and chat support for LinkedIn’s Sales Solutions clients, troubleshooting complex issues within the Sales Navigator product and ensuring first-contact resolution by anticipating client needs.Process Ownership: Acted as the primary point of contact for multiple processes, leveraging deep product knowledge to resolve escalations and provide guidance to team members.Training and Onboarding Development: Designed and implemented new hire… Show more Customer Support Excellence: Provided email and chat support for LinkedIn’s Sales Solutions clients, troubleshooting complex issues within the Sales Navigator product and ensuring first-contact resolution by anticipating client needs.Process Ownership: Acted as the primary point of contact for multiple processes, leveraging deep product knowledge to resolve escalations and provide guidance to team members.Training and Onboarding Development: Designed and implemented new hire onboarding and training initiatives to streamline the ramp-up process for new employees.Mentorship Program Leadership: Created and launched a mentorship program to bridge gaps between training completion and onboarding success, improving new hire readiness and enhancing member experience.Knowledge Management: Maintained and updated the team SharePoint site to ensure accuracy of policies and procedures, enabling seamless team operations.Product Feedback and Collaboration: Partnered with the product education team to share insights and recommendations for improving Sales Navigator functionality, directly enhancing the member experience.Project Engagement and Change Management: Contributed to the Salesforce-to-Dynamics transition as part of a tiger team, facilitating early adoption and addressing potential challenges through weekly feedback meetings with Business Process Managers (BPMs). Show less

Member Support and Issue Resolution: Delivered high-quality email support to LinkedIn members, troubleshooting website issues, providing product information, and guiding users through site navigation to ensure a seamless experience.Single Point of Resolution: Acted as the primary contact for resolving member inquiries, achieving high first-contact resolution rates and enhancing customer satisfaction.Trend Analysis: Monitored and identified customer trends using internal tools… Show more Member Support and Issue Resolution: Delivered high-quality email support to LinkedIn members, troubleshooting website issues, providing product information, and guiding users through site navigation to ensure a seamless experience.Single Point of Resolution: Acted as the primary contact for resolving member inquiries, achieving high first-contact resolution rates and enhancing customer satisfaction.Trend Analysis: Monitored and identified customer trends using internal tools, providing actionable insights to improve support processes and member experience.Cross-Team Collaboration: Provided support to Safety Operations and Language teams during peak periods, ensuring continuity in service quality.Weekend Cross Functional Support: Served as the weekend point of contact for the Social Support team, maintaining operational efficiency and addressing escalated issues promptly. Show less

In this role I worked to provide exemplary customer service to a select group of international clients and distributors through email and phone correspondence. This included providing quotes and assisting with placing orders. I was responsible for communicating complex information through email about export compliance and required documents. This often provided opportunities to assist escalated customer regarding billing and shipment delays.

Answered questions about life insurance claims through inbound calls from beneficiaries of life and annuity insurance products. Managed outlook mailbox for requested policy changes and incoming fax documents. Drafted response letters with requested information to beneficiaries. Assisted with training new associates to answer phone calls and learning the programs used to manage customer files and databases.

Responsible for answering incoming calls from Verizon Wireless subscribers. Including assisting with troubleshooting device and network issues. Filing trouble tickets and following up with subscribers to ensure issues are resolved. Ordering warranty replacement devices when device issue was covered under manufacturer warranty. Worked with a special group handling escalated customers requesting to speak with a supervisor, which included making outbound calls to customers that had provided… Show more Responsible for answering incoming calls from Verizon Wireless subscribers. Including assisting with troubleshooting device and network issues. Filing trouble tickets and following up with subscribers to ensure issues are resolved. Ordering warranty replacement devices when device issue was covered under manufacturer warranty. Worked with a special group handling escalated customers requesting to speak with a supervisor, which included making outbound calls to customers that had provided less than satisfactory Net Promoter Scores. Show less