Coleman C. Email & Phone Number

Los Angeles, California, United States

Leadership: Founding member of a customer service team expected to resolve 30-50 resolutions per day per rep, and maintain a customer satisfaction score above 80%.Analysis: Provide forecasting and analysis of volume and ticket drivers during weekly team meetings and syncs with overseas partners, keeping headcount in step with ticket volume. Quality Assurance: With growth in mind, ensuring adherence to our Service Level Agreements (SLAs), improving ease of use in Zendesk, performing root cause analysis for escalations, and improving tracking and analysis of customer service KPIs through deep analysis across multiple communication channels.Training: Enhance customer interactions via comprehensive training curriculum for both domestic and overseas representatives, reducing reopened tickets, replies per ticket, and improving consistency over time.Teamwork: Work cross-functionally with teams across the company on new product rollouts. Forecast potential impacts on volume and customer service cost. Provide CRM consulting for customer service, B2B, and customer success teams.Initiative: Develop process for initiating chargebacks, identifying fraudulent Virtual Card usage, and reporting these instances to Compliance and other third party stakeholders.

Los Angeles, California, United States