John M. Email and Phone Number

Managing and supporting a team of customer service leads by creating an environment that  enabled the department achieve it's desired objectives.Monitored email, chat and call responses and interactions between the associates and the customers to ensure we provided the quality standard of service required.Addressed escalated customer complaints and implemented solutions to restore satisfaction.Studied company products and services to maintain relevant knowledge and deliver top-notch service.Preparing weekly and monthly rosters for the representatives which include assigned tasks and roles which ensured complete coverage of customers inquiries.Studied customer interactions and collected feedback to identify potential service improvements.Responded to pre-sales inquiries, returns and routine order processing supportCollecting data and preparing reports based on customer complaints and inquiriesIdentify opportunities and offer recommendations to the Head of the Customer service, on how to improve customer service procedures.Assisted in training junior Customer Support Representatives.

Acting as the link between the external customers and internal departments to help improve service and product delivery of the organization.Most interactions with clients are through email, live chat telephone, and in-person/one on one meetings.At the end of the day, I make sure that the customer's experience, is a positive one.

Managing warehouse: Responsible for safe keeping of customer orders once they arrive.Received, repacked if there was need to and arrange appropriate transportation forcustomer orders.Created shipping/delivery routes and schedules for customers orders which has earned us timely deliveries.Understood safety/security processes and procedures when receiving/dispatching orders.Prepared paperwork and created packing list associated with daily/weekly deliveries for our records and reference which has helped the company track it's growth. Maintained the physical condition of warehouse i.e arranging orders in a systematic manner.

My Responsibilities and achievements are as mentioned below, Kept records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.Assisted the Logistics team with organizing timely deliveries to clients.Handled escalated and upset calls, maintained and updated the daily transaction sheet.Followed up on clients concerns ensuring relevant actions were taken on clients complaints.Managed to earn our Facebook page the responsive badge which showed a response rate of 100% and a response time of 10 minutes.Assisted with daily reports of clients who had dropped off their shopping cart.Filled in for the head of department in her absence and Identified tasks that were critical in maintaining customer satisfaction levels

My Roles and responsibilities were as mentioned below.Opened customer accounts by recording account information and Provide quality customer service on every call.Handled inbound calls from clients in regards to placing delivery orders.Built customer loyalty by follow-up on customer calls (feedback).Provided feedback of the customers to the management for improving the servicesResolved customer complaints in regards to delayed delivery and provided the best solution to solve the problem and madeFollow up to make sure we retained the client.Shared best practices and knowledge with colleagues and teams helping to achieve the set targets.Worked with a CRM to help with customer interactions.