Madison Rice Email & Phone Number

Canada

Drive customer satisfaction and loyalty.Ensure operational efficiency, compliance, and case resolution.Collaborate with cross-functional teams to resolve complex issues. Implement process improvements and leverage technology.

Managed inbound calls and increased customer satisfaction by providing expert financial advice and solutions.Assisted customers with setting up or closing accounts, completing visa applications and signing up for new servicesProcessed customer requests for statements and updating customer personal information in database, or other inquiries.Utilized strong customer support skills to resolve customer inquiries and complaints, resulting in a 95% call resolution rate.Provided excellent Member support through various channels, including Zoom meetings, emails, and phone callsEnhanced agent skills and knowledge through personalized coaching and direct feedback leading to a significant improvement in agent knowledge.Aligned with established KPIs, achieving 90% customer satisfaction (CSAT), and 87% QA.

Identified consumer needs and researched issues to provide alternative solutions. • Answered customer invoice questions and resolved billing and invoice issuesAdded current information to accounts, including demographic, personal and payment details.Managed billing operations for clients, ensuring timely processing of invoices, adjustments and creditsMaximized team productivity by managing multiple tasks simultaneously, resulting in efficient and timely completion of projects and tasks.Meeting my Kpis, achieving 95% CSAT and 85% QA completion, driving positive culture and customer satisfaction.Successfully managed collections for inbound calls.

Peterborough, Ontario, Canada

Advised customers and users on required maintenance practices for diverse software systems to support OEM warranty requirements and industry best practices.Developed and managed two-tier resolution process to resolve issues originating from the customer retention team.Developed a robust online knowledge base for support staff to reference when responding to requests for assistance.Kept customers informed about issue resolution progress and provided updated estimated times of resolution active basis.Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.Built and maintained successful relationships with service providers, vendors, dealers and consumers.Diligently eliminated malware and viruses from laptops and desktop systems using specialized software, resulting in improved system performance.