Devaney (Devan) Anderson Email & Phone Number

Fort Worth, Tx, Us

Previously Blackboard (Finalsite Acquisition)

Managed and resolved customer complaints. Documented and responded to complaints from the ‘Better Business Bureau’. Managed and resolved formal disputes on the company, trained incoming agents on our escalation process and how to de-escalate a client. Ensured that all legal rules are followed based on state laws. Analyzed dispute trends, and created new processes to ensure company satisfaction.

Managed a region of accounts. Scheduling technicians, create and send out contracts based on sales, and processed inbound contracts. Maintained client satisfaction during the implementation process. Processed billing for first payment and installation fees. Build relationships with clients to ensure satisfaction and account retention.

Interviewed incoming agents, maintained the schedule on a monthly basis, assisted agents with questions and concerns while they took inbound calls from representatives and technicians. Enforced policies and procedures. Created and maintained Standard Operating Procedures (SOP). Scheduled and completed weekly “one on ones” with my team agents.