Applied best practices in customer service, sales and employee management to exceed organizational goals.Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.Performed duties and provided service in accordance with established operating procedures and company policies.Developed new employees and on-going performance assessment of current employees.Collaborated with finance department on invoicing accuracy for applicable products, services, software and logistics.Created customer support strategies to increase customer retention.Conducted training and mentored team members to promote productivity and commitment to friendly service.Receiving and investigating customer complaints and grievancesProviding appropriate solutions or alternatives to the customer's issueCollaborating with other departments within the company to resolve complex issuesDeveloping and implementing policies and procedures to prevent similar grievances from occurring in the futureMonitoring customer satisfaction levels and identifying areas for improvementProviding feedback to other departments within the company based on customer complaints and feedbackEnsuring all social media complaints are handled in timely manner and addressed

Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly serviceManaged 22 employees and monitored performance to achieve optimal productivityManaged department call volume of 5 calls per day and coordinated department schedules to maximize coverage during peak hoursPlayed instrumental role in client satisfaction by working with operational teams for proper resolution of service issuesCreated customer support strategy to increase customer retentionLed process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support teamIdentified sales opportunities by assessing environment and devising and implementing winning strategiesRecommended changes, improvements, or enhancements in products to product development team based on customer feedback.

Implemented and developed customer service training processes.• Sustained continuous improvement by implementing customerinterface management systems through telephone communication,email marketing, live chat services and social media.• Developed highly empathetic client relationships and earned areputation for exceeding service standard goals.• Trained staff on operating procedures and company services.• Supervised employees and assessed performances to determinetraining needs and define accurate plans for decreasing process lags.• Provided accurate, specific, and timely performance feedback forCSRs.• Solved unresolved customer issues.• Maintained accurate records of past due to customer account activity.• Assumed ownership over team productivity and managed workflow tomeet or exceed quality service goals.• Met all customer call guidelines including service levels, handle time,and productivity.• Collected customer feedback and delivered reports to leadership topromote correction.• Trained new personnel regarding company operations, policies, andservices.• Upselling and Cross-Selling of our In-house products individually and alsoachieving team target month on month.• Delivered excellent customer service, resulting in consistent 90%customer satisfaction rating

Employed call handling technology to manage up to 30 queries andcomplaints calls.• Skillfully adapted communication style to suit customers' needs,enhance understanding, and build positive rapport.• Embedded empathy into customer interactions by employing probingtechniques to ascertain customers' points of view.• Participated in regular training to maintain up-to-date knowledge oncompany products and policies.• Processed inbound customer calls, providing information on service orproduct upgrades, took new orders and escalated cancellations.• Expertly managed quality communication, customer support, andproduct representation for numerous clients.• Maintained customer happiness with forward-thinking strategiesfocused on addressing needs and resolving concerns.• Answered customer telephone calls promptly, improving on-hold waittimes and enhancing customer satisfaction scores.• Handled customer complaints, providing appropriate solutions toguarantee positive outcomes.• Expertly handled phone, email and social media enquiries, providingconsistent customer service across multiple channels.