Mavis Johnson Email & Phone Number

Support Associates in all aspects of their rolesSupport Manager as needed performing call monitors and account reviewsSubject matter expert in all things related to escalated calls and processesResponsible for identifying and resolving issues to avoid complaintsMonitor and coach associates to ensure all compliance and guidelines are followed to avoid riskImplemented and improved changes to policy and processesMonitored and Ensured SLA were in compliance.

Responsible for assisting various departments by taking escalated calls from customers to resolve their concernsRequired me to be able to de-escalate the customer concerns and provide high quality service at the same timeMade outbound calls to customers to follow up on any updates or call back requestsMade calls reviews to ensure accurate information was provided to the customerResearched accounts in details, educate customers on accounts and app to solve customer problemsEnsure company guidelines and procedures are followed in order to avoid risk for the companyResponding to emails and correspondence sent with customer concerns.

Manage inbound and outbound collection callsUpdate account information and complete appropriate documentationPerform account level researchAdhere to policy/procedures with quality assuranceEducate customers to understand their accounts and place emphasis on making paymentsLead team huddles daily along with support new employees to create and achieve high expectations and performanceBuild and retain a strong customer experience while maintaining a resolution for their account.

Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.Check to ensure that appropriate changes were made to resolve customers' problems.Determine charges for services requested, collect deposits or payments, or arrange for billing.Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.Solicit sales of new or additional services or products.

Childhood Education

High School Diploma