Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment. Set clear expectations and helped employees pursue optimal paths for achieving each target. Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings. Relayed customer feedback to cross-functional teams to improve products and services. Trained new hires on products and services, best practices and protocols to reduce process gaps. Created training manuals to resolve simple and complex customer issues. Monitored phone calls to provide feedback and coaching.

Upheld quality control policies and procedures to increase customer satisfaction. Answered inbound calls, chats and emails to facilitate customer service. Trained new hires on products and services, best practices and protocols to reduce process gaps. Troubleshot shortages and overages to support quality control efforts. De-escalated problematic customer concerns, maintaining calm, friendly demeanor.