Nancy Griffith Email & Phone Number

Remote

Austin, Texas Area / Home Based

I worked remotely from home base in San Diego, CA . As a customer support senior team lead my role included the following:Support Management and streamline implementation of new products via training and coaching of staff. Created, modified and maintained online vacation rental advertisements on behalf of property owners. Supervised a team of 12 of online support staff; as coach and mentor. Problem solving customer issues via email. I was a member of several teams in new product creation, development, pre and post launch, and implementation. Created process, policy, and procedures for ongoing solutions as well as advised revisions of policies. Augmented staff scheduling; staff reviews, setting goals and assisting to projected achievement. Provide online email support (incoming/outgoing), phone support, billing support as needed. Worked to Identify and troubleshoot escalated issues via phone and email. Developed and maintained expert knowledge on company products as subject matter expert / SME. Analyzed and identified issue severity levels and follow appropriate escalation procedures. Educated customers in best practices for using company applications including introduction to new products. Worked within expected service levels and quality standards for superior customer support.Acted as customer’s primary point of contact through conflict resolution. Advocated for the voice of the customer. I trained and mentored a newly acquired offshore / out sourced team; Provided active daily constructive feedback of customer service product reviews and complaints. Became daily liaison between off shore staff and onshore staff.

Carlsbad, Ca

Liaison between Photographer and Customer. Appointment setting & managing bookings. Customer support and guidance.Order fulfillment within expected time lines and quality standard.On site photography assistant

Lake Forrest, Ca

Training Supervisor for new hire staff of Insurance Tracking services. Cross training of other departments within organization.Received 5 year license as CA Insurance Solicitor. Highly active customer service call center management. Created and implemented Customer service training Manual and procedures.

Business Administration And Management, General

Various Business, Accounting, & Book Keeping courses

Education record