Bethany Pointer-James Email & Phone Number

Jacksonville, Fl

-Remote agent who handles an average of 20+ inbound inquiries per hour, engaging with customers in a friendly, courteous, and professional manner-Respond to a large number of calls related to product and service inquiries related to my department-Developed and assisted in implementing new processes for returns and exchanges-Specialize in chat and email support ensuring inquiries are resolved in one interaction-Expertly versed in OmniChat. Average resolution time is under 8 minutes.-96% Accuracy in ticket resolution working from home. **Was offered an additional contract with a partner company based on outstanding metrics and above satisfactory assessment results.

Florida, United States

-Was hired for a highly confidential contract with a Top 1% Financial firm.-Processed claims and wires for large credit accounts.-Kept accurate records of all interactions, including customer names, addresses, phone numbers, credit card information, and product sales-Created a new customer database by entering customer information into a database-Resolved customer issues in a professional and timely manner via phone and chat.

*Awarded CSM of the Month for 3 consecutive months. Jan-March 2020.*Lead an incredible team of 7 phone, chat, and email agents specializing in repairs and warranties.*Evaluated staff performance monthly and provided coaching to ensure agent target goals were met.*Developed and implemented new processes which drove quality assurance scores(QA) from an average of 76% to 94%.*Monitored the queues to verify calls and emails on hold meet the less than 2-minute standard.*Conducted and curated interviews for potential new hires. Utilized Microsoft Teams to communicate and coach agents throughout the day.*Working from home, we conducted weekly team huddles via Zoom to address agent concerns and to provideopportunities for improvement for the upcoming week