Customer Support Manager
Managed the onboarding and performance of over 40 customer support agents, providing technical support, coaching, and implementing effective shift schedules to optimize performance.Delivered exceptional customer experiences by communicating product information, managing interactions across multiple social media platforms, and developing engaging social media campaigns.Optimized team performance through regular agent performance reviews, generating daily performance reports, and collaborating with team leads to enhance customer satisfaction.Coordinated with cross-functional teams to address and resolve complex customer issues, ensuring prompt and effective solutions.Developed and implemented training programs to enhance agent skills and knowledge, leading to improved service quality and customer satisfaction.Monitored key performance metrics and identified areas for improvement, resulting in increased efficiency and productivity.Assisted in the creation and refinement of customer support policies and procedures, contributing to a streamlined support process and better overall service delivery.
