Brenda Fields Email & Phone Number

Greater St. Louis Area

Greater St. Louis Area

 Hired, trained and developed e-commerce call center and customer service employees Call monitored and coached team members to build and improve customer service and sales skills Developed process and procedures to improve call center performance metrics Managed team schedules based on call volume Addressed customer feedback, social media, complaints and all escalated calls to a successful resolution Investigated service failures and implemented process improvements to… Show more  Hired, trained and developed e-commerce call center and customer service employees Call monitored and coached team members to build and improve customer service and sales skills Developed process and procedures to improve call center performance metrics Managed team schedules based on call volume Addressed customer feedback, social media, complaints and all escalated calls to a successful resolution Investigated service failures and implemented process improvements to ensure a higher quality of service Maintained open communication with all divisions within the organization to support common goals Show less

Greater St. Louis Area

 24/7 accessibility to address customer needs Built a high quality, motivated customer service and inside sales team  Recruited and hired experienced and dedicated staff Trained, coached and monitored performance utilizing well defined metrics including call center phone reporting and call monitoring Identified service related failures and addressed to improve service quality  Built superior customer relationships with a proven ability to diffuse angry customers and… Show more  24/7 accessibility to address customer needs Built a high quality, motivated customer service and inside sales team  Recruited and hired experienced and dedicated staff Trained, coached and monitored performance utilizing well defined metrics including call center phone reporting and call monitoring Identified service related failures and addressed to improve service quality  Built superior customer relationships with a proven ability to diffuse angry customers and accurately access customer needs Resolved customer issues from intake to resolution  Orchestrated the implementation of a centralized dispatching center resulting in improved delivery of services and the allocation of manpower Show less