My duties included training new hires, providing weekly reports on team performance and KPIs to the Customer Service Director, conducting data analysis, developing and implementing training materials to enhance team performance, collaborating with other teams, conducting call audits, managing the workforce and handling invoices. I also took calls when the business needed help with the phone queue and emails.

As a quality analyst, I monitor and evaluate customer service interactions to improve the representative's skills. I identify training needs, recommend process and policy improvements, and work to enhance the overall customer experience. It's a crucial role that ensures customer satisfaction and helps the company maintain a positive reputation.

As a Customer Retention and Loyalty Specialist, my responsibilities include developing and implementing strategies to retain customers, increase customer satisfaction, and build customer loyalty. I also analyze customer data and feedback to identify trends and areas for improvement and work closely with other teams to enhance the overall customer experience.

I provided excellent customer service, exceeded sales goals, resolved inquiries, and monitored feedback for improvement. I built empathetic client relationships, resolved complex issues, and used feedback to improve.

During my time at Amazon.com and Amazon.ca, I was responsible for directly supporting customers through phone calls and emails. This involved addressing their inquiries, concerns, and providing solutions to their issues. Additionally, I was also involved in reaching out to merchants when customers encountered problems with their non-Amazon fulfilled orders. This required effective communication and collaboration to ensure customer satisfaction and issue resolution.

As a sales representative at SiriusXM, I was responsible for driving sales by identifying and pursuing new business opportunities. This involved building and maintaining relationships with clients, understanding their needs, and presenting them with tailored solutions. I also worked on expanding the customer base by prospecting and cold calling. Additionally, I provided excellent customer service and support to ensure client satisfaction and retention. It was crucial to stay updated on product knowledge and industry trends to effectively communicate the value of SiriusXM's offerings to potential clients.