Doretha House Email & Phone Number

Received hardware entitlement and exception calls electronically and queueResearched applicable databases to determine appropriate exceptionExplained actions to Internal and External customersInstigated Solutions Entitlement exceptions using information gathered.Provided entitlement solutions to downstream stakeholdersIdentify and eliminate discrepancy in databasesCall Monitoring SpecialistListened to calls taken by other specialists to ensure customer satisfaction by evaluating interaction to assure consistency among agents and continually improved customer experience. Scored calls using a standardized observation form to track trends and evaluate top areas of opportunity and provide feedback.

Responded to service provider by providing service call detail, updating field personnel sign out information, reassigning call and close/update calls and /or messages in a professional, timely, and accurate manner. Assigned and communicated customer service requests / messages by researching database, routing service request / message to appropriate service provider, updating service call activity and performing database maintenanceCGS / COMPUTER GENERATED SOLUTION

Assisted Customer Engineers in maintenance warranty eligibility for equipmentIdentified Inventory/Database discrepancies, and improved billing qualityIncreased revenue and profitability and enhanced customer satisfactionAssisted Senior with pulling of daily reportUpdated service activityTELESERVICES

Logged customer requests Updated service call activityTransferred customers to the appropriate source