Assist customers through email and phone.Prioritized tasks and allocated resources effectively to address the most critical issues first.Heavy experience with complicated escalations and troubleshooting problems as they arise.Facilitate requests from Onboarding and Customer Success efforts by serving as a subject matter expert.Analyzed complex concerns to discern root causes and implemented beneficial solutions.Contribute to training material and knowledge base resources for customer experience associates (CXAs).Collaborate with Project Management to improve service both internal and customer-facing.Work cross-functionally with several departments across the organization.Conduct outbound calls to follow up on pending inquiries or further resolutions for clients.

Provide assistance to customers through email and phone. Troubleshoot common bug and application issues with customers. Assist with general navigation of loan applications. Maintain consistently high CSAT scores for customer satisfaction.

Assisted 175+ agents with customer inquiries, ensuring accurate information and timely order management.Modified orders to meet customer needs, enhancing satisfaction and fostering loyalty.Advise on prerequisites for product acquisition, ensuring smooth transaction processes.Address and resolve issues promptly, maintaining high customer satisfaction levels.Track customer interactions, identifying trends to improve service delivery.

Led 250+ agents in a virtual call center, enhancing team efficiency and performance.Trained new agents, improving onboarding experience and quality assurance.Collaborated across teams, sharing insights to boost operational effectiveness.Oversaw user interface claims, identifying fraud through detailed document review.Monitored key performance indicators, driving measurable improvements in service quality

Engage clients via phone, delivering detailed service info, and boosting satisfaction.Facilitate new account openings, and manage renewals and cancellations efficiently.Conduct technical troubleshooting with video tools, resolving client issues swiftly.Provide personalized support, enhancing customer experience and satisfaction.Maintain accurate client records for quality assurance and seamless service.