– Team leader the social media team responsible for responding to customer inquiries through differentsocial channels accounts (Facebook- twitter - Instagram).– Used excellent, compelling, engaging and persuasive copywriting skills to develop outstanding copyfor social media posts.– Proactively monitored team performance, maintaining effective and efficient workflow.– Developed and maintained successful stakeholder relationships, maximizing client retention.

– Trained call center members on the quality control processes and policies.– Monitored inbound and outbound call and emails responses to assess associates demeanor, technicalaccuracy, customer service performance.– Evaluated customer interactions performance to identify key behaviors that drive sales and improvecustomer experience.

– Maintained call center database by entering and verifying information, updating contact log.– Evaluated all customer issues and prepare update for computer tools and resources.– Managed large amounts of inbound and outbound calls in a timely manner.– Identified customers needs, clarified information, investigated every issue and provided appropriate solutions.