Briauna Lede Email & Phone Number

New York, United States

Work in conjunction with the Senior Customer Service Manager to oversee a third-party team of 12 customer service representatives and ensure that customer inquiries are handled efficiently and effectively.Develop and implement departmental policies and procedures to improve customer satisfaction and increase productivity.Collaborate with other departments to identify and resolve customer issues, including order fulfillment, logistics, and billing.Conduct regular performance evaluations and provide feedback and coaching to team members to improve their skills and increase their job satisfaction.Utilize CRM tools and software to track customer interactions and monitor customer service metrics and KPIs, such as response time, resolution rate, and customer satisfaction scores, and use this data to identify areas for improvement and develop action plans to address them.Handle escalated customer issues and ensure that they are resolved in a timely and satisfactory manner.Maintain a 90% customer satisfaction rating through effective leadership and team management.Continuously seek out ways to improve the customer experience, such as implementing new tools or technologies or streamlining processes to make them more efficient.Develop and maintain customer-facing documentation, such as FAQs.

Managed a portfolio of over 100 clients, ensuring their satisfaction and retention through effective communication and relationship-building strategies.Acted as the primary point of contact for all client inquiries, including account management. Managed communications across multiple channels including email, phone, and proprietary messaging systems and provided guidance on available services and treatment options.Collaborated with the clinical team to coordinate patient requests and care.Developed and maintained strong relationships with clients, establishing trust and rapport through ongoing communication and proactive outreach.Utilized programs such as Dose Spot, Confluence, Airtable, electronic medical records, Slack, Zendesk, and more to execute daily tasks as well as research issues and solutions.Consistent high performance and positive client interactions as exhibited on my weekly quality assurance audits.

Houston, Texas, United States

Monitored security alarms and video surveillance systems for commercial and residential properties.Received and processed 80-100 inbound calls/signals a day.Responded to emergency calls/signals and dispatched appropriate authorities in a timely manner.Followed company procedures and policies to efficiently handle each emergency alarm. Documented and maintained accurate records of alarm events and customer interactions.Mentored new hires in their OJT phase and provided constructive feedback and guidance as they learned to apply the policies and procedures they learned in their classwork.Consistently met or exceeded performance metrics for call handling, response times, and customer satisfaction.

Managed a section of up to 10 tables, ensuring timely delivery of food and drinks, and checked in regularly with guests to ensure satisfaction. Collaborated with kitchen and Front of House staff to ensure timely preparation and delivery of food orders.Trained new servers on restaurant procedures, customer service, and menu knowledge.Consistently exceeded sales goals and performance expectations, resulting in increased revenue for the restaurant and promoted to lead within 6 months.Organized and delegated tasks to ensure smooth daily operations of the restaurant.Resolved customer complaints and concerns in a professional and timely manner.Accurately handled cash and credit card transactions, and reconciled personal bank at the end of each shift.Adhered to all relevant health department rules/regulations, customer service guidelines, restaurant policies, and food and beverage handling procedures.Consistently received positive feedback from guests and maintained a high level of customer satisfaction.