Troubled Cases Specialist
Current- Monitor agent/client communications and account details to ensure proper management and timely resolution of issues. - Acquire ownership of cases in which original agent(s) fail to properly resolve client issues to expedite a resolution and amend client relations. - Analyze distressed cases and create detailed reports to determine various factors such as the root cause and driver of the problem.- Provide insights on business processes and agent's actions/communications that require improvement. - Collaborate with other specialist agents and superiors to determine the best method to manage complicated issues. - Investigate and collect data relating to large-volume errors in customer accounts, ordering issues, and issues associated with shipping and shipping providers.