Jennifer Bordonaro Email & Phone Number

Buffalo, New York, United States

-Supervised, trained, and provided ongoing daily coaching to a staff of up to 10 agents on company SOP’s and best practices to ensure excellent customer service delivery.-Primary escalation points for resolution of customer disputes in a timely manner while further cultivating customer relationships.-Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents; offered feedback and guidance to agents to drive continuous improvement. -Assessed employee performance and conducted employee performance conversations, performance reviews, and additional personnel management initiatives.-Entrusted by peers, along with upper management, as a Subject Matter Expert for institutional knowledge, problem solving ability, and creative solutioning.-Maintained extensive knowledge of company products and services to educate current and prospective customers and promptly resolve complaints and concerns.