Heather Hogsette Email & Phone Number

Lead a team of 5, providing training and guidance to ensure seamless operations during high-volume events. Implement strategic data driven processes as a result of identifying team member needs, resulting in a 25% reduction in transaction processing time and an increase in customer satisfaction.Recruit and train team members, along with seasonal contractors on how to operate ticketing systems and how to deliver a level of customer service in alignment with the organization’s core values.Monitor and evaluate training effectiveness through feedback and assessments.Cross functional communication with multiple departments to ensure superior customer experience with a 50% reduction in handle time.

Worked with voters to troubleshoot and update voter registration records.Maintained 100% accuracy, with attention to detail and personal responsibility while sustaining a high degree of initiative,during voter interactions.Engaged in self-directed work, managing overlapping projects, meeting deadlines.Effectively prioritized and managed multiple overlapping projects, including but not limited to voter registration updates andballot processing.Assisted in the execution of early voting and absentee ballot procedures.

Managed a high volume of incoming emails, addressing billing inquiries, service requests, and general customer concerns with100% accuracy.Utilized ZenDesk to maintain accurate customer records and track issue resolution progress.Assisted users with technical issues on the app and website.Delivered tailored support experiences for customers through a combination of technical expertise and thoughtful, timely, andempathetic communication.Contributed to the Learning and Development team by evaluating training impact through gathered feedback and assessments.

Provided written responses to customer contacts across multiple digital and social media platforms with over 2 million followers.Collaborated with multiple departments to resolve customer experiences using critical and unique thinking skills.Participated in beta testing to create unique experiences for customer contacts with 90% implementation rate.Handled incoming customer contacts, by phone, email and live chat to process exchanges, returns and place new orders.Interacted with the CX team to broaden and impact on the customer’s experience.

Greeted and processed transactions for customers with 100% accuracy.Fostered and encouraged positive team environment through exceptional morale and mutual respect.Assisted in training and mentoring for more than 10 employees.Maintained product knowledge to assist customers during their shopping experience.

Triaged customer contacts to reach agreeable resolutions with an average 96% positive response rate.Reduced after contact handle time by 60% through coaching and implementation of streamlined annotation process.Onboarded new hire and seasonal trainees with a 100% completion rate through in lecture and e-learning modules.Processed call center quality assessments and provided KPIs to leadership.Contributed to the streamlining of CRM processes.