Brielle Joyce Email & Phone Number

Lacey, Washington, United States

Oversaw customer service operations in compliance with established operating procedures and company policies, ensuring a seamless experience for customers.Facilitated weekly training sessions and provided impactful coaching to team members to drive productivity and foster a strong commitment to customer satisfaction.Applied best practices in customer service, sales, and employee management to exceed organizational goals and enhance overall performance.Set performance and service objectives, held associates accountable for individual performance, and monitored metrics to identify areas for improvement.Managed a team of 10 customer service representatives, providing comprehensive training and support to ensure exceptional customer satisfaction.Handled a headcount of 20-30 new trainees per class and oversaw orientation and training for new staff, both in-person and virtually.Provided new agents with information on company products, services, and materials, demonstrating respect, friendliness, and willingness to assist as needed.Developed and implemented innovative customer service strategies, leading to a 20% increase in customer retention rates.Conducted thorough performance evaluations and delivered constructive feedback to team members to enhance productivity and morale.Collaborated with cross-functional teams to streamline customer service processes and efficiently resolve complex customer issues, ensuring positive outcomes for all parties involved.

Boise, Idaho, United States

Exemplified superior customer service skills through active listening, prompt resolution of customer concerns, and efficient handling of agent escalations during training.Implemented innovative strategies to enhance customer satisfaction by prioritizing their needs and swiftly resolving any issues.Educated customers on billing, payment processes, and support policies, resolving confusion and identifying cost-effective solutions for product and service complaints.Managed a team of customer service representatives, providing guidance and training to ensure exceptional service delivery to customers.Developed and implemented strategies to improve customer satisfaction ratings, resulting in a 15% increase in positive feedback.Resolved escalated customer issues in a timely and professional manner, maintaining a high level of customer retention.Collaborated with cross-functional teams to streamline processes and procedures, improving overall efficiency and effectiveness of the customer service department.

Boise, Idaho, United States

San Francisco Bay Area

Managed a team of 15 employees, providing training, coaching, and scheduling to ensure smooth and efficient operations.Implemented new customer service strategies resulting in a 20% increase in customer satisfaction scores.Monitored inventory levels and placed orders to ensure adequate stock, reducing waste and maximizing profitability.Enforced safety and sanitation standards to maintain a clean and organized work environment, resulting in a perfect health inspection score.