Flore Voltaire Email & Phone Number

Resolve Tier I and Tier II escalations with a 97% CSAT rating.Resolve customer complaints quickly and professionally to restore customer confidence and prevent loss of business raising Customer Satisfaction from 92%-98%.Multitask between and use various systems such as Slack, Google Suite Apps, Salesforce and Microsoft Office and Teams to quickly and effectively address the needs of teammates and clients alike. Cross-Collaborate with various departments( Marketing, Finance, QA, Sales, Training and Implementation) to effectively resolve any issues, as well as effectively promote and achieve various sales and performance goals set by the company. Collaborated across departments to meet and exceed sales goals by over 70%.Introduced and implemented various De-escalation techniques to make sure that our clients are getting the best possible care raising team customer Satisfaction Scores from 88% to 92%.Assist with Onboarding new clients making sure all information being entered is correct, leading to a 15% reduction of disputes due to mishandling of clients information. Routinely perform audits On reservations, Chats, Phone Calls, and Emails to catch and prevent attempted fraud and information stealing, leading to a 20% reduction in disputes related to Credit and Debit card transactions, as well as 3rd party payment systems like Paypal, Affirm, and Uplift. Use multiple channels including Salesforce, Slack, Zendesk, Jira etc. to effectively handle escalated emails and chats, able to handle 50+ emails daily.

Florida, United States

Achieved and maintained satisfaction rating 98% CSAT(customer satisfaction) through proactive one-call resolutions of customer issues.Managed a 75+ high Volume of Inbound and Outbound Calls to assist clients with account access, troubleshooting app access, and Reservation Refinement, which directly lead to an increase in guest retention by 15%.Utilized Technologies such as Google Suite, Salesforce, Excel, and the booking engine etc. to leverage fast and accurate results for clients.Collaborated with other departments(Accounting, Sales, Quality Control, etc) to meet customer needs and gained feedback to incorporate into sales strategy.Provided Superior Technical support and Troubleshooting for a variety of systems related to IOS, Android, Html, and Salesforce.Identified and reported trends in customer complaints to improve products and prevent future complaints.Up-sold and cross-sold products and services by promoting additional options to increase and meet set sales and revenue goals.Processed and addressed pending items including charges, payments, and updating personal information via inbound and outbound calls.

Provide Chat, Email, and Phone Support to Employers and Jobseekers.Accept and complete any escalated situations as they come in; either through email, chat or phone. Multitask between multiple channels including Salesforce, Slack, Jira, Stripe etc. to effectively handle all customer requests and interactions. Screen, Vet, and Verify 30+prospective employer accounts a day to ensure no fraudulent accounts and/or Activity are allowed on the site.Research and Verify information given by prospective employers to make sure all information is correct, which has reduced Fraudulent activity on the website by 45%.Service and complete 50+ tickets a day using Salesforce from Employers and Jobseekers. Capture client feedback, and Coordinate with Product and Marketing Teams to help implement enhancements based on personal expertise and evaluation of customer needs; raising customer satisfaction scores by 60%.Maintain a Personal Satisfaction Score of 95% across all channels, consistently meeting and exceeding SLA Requirements.

Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences; increasing CSAT scores from 80% to 95% over a 2 year period. Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service, increasing customer retention by 20%. Developed and Implemented multiple Training Strategies that enhanced employee experiences and productivity by 85% over a 2 year period.Developed and Managed multiple teams and led Cross-collaboration efforts between teams to crosstrain and integrate all departments, leading to a 25% increase in effective collaboration between departments. Trained existing and new hires to company standards and doubled employee retention by over 85% by equipping them with tools needed to achieve the goal of completing their contract.Anticipated and fulfilled guest needs and requests, making a point to follow up and check in on fulfilled requests, adding a personal touch to guest interactions.