Managed a team of customer service representatives, consistently achieving performance targets and goals.Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.Trained, oversaw, and mentored new team members to strengthen performance and job expertise.Engaged clients in person and over phone to answer questions and address complaints.Maintained high-quality standards by regularly monitoring calls and providing constructive feedback to team members.

Retained valuable customers through empathetic communication, understanding their frustrations, and working towards mutually beneficial resolutions. Maintained a thorough knowledge of company products and services to provide accurate information to customers.Promoted a positive brand image by delivering consistent, courteous, and professional service to customers at all times.Participated in ongoing training initiatives to stay updated on industry trends, product developments, and best practices in customer service delivery.Served as a reliable point of contact for clients, consistently providing prompt and knowledgeable assistance with inquiries or concerns.

Monitoring and scoring CSR's incoming and outgoing calls for feedback on performanceProvide coaching to new employees in accordance with Logisticare's guidelines as well as provide refresher training to current employeesProvide excellent customer service to Medicaid's recipients while deescalating person phone mattersAssist high level managers with scheduling, training, and attending meetingsReconstruct Training/Development Department by adding and removing new material and lessons

Manage logistics operations to meet customer expectations as well as financial standards and policiesUsing Aurora software, build and design the roof of houses to conduct proposals for sales representatives on live callsUsed critical thinking to break down problems, evaluate solutions and make decisions.Complete revisions on data, scheduling and proposals from other departments for final submissionDaily collaboration with the Sales team to schedule appointments