Puja Patel Email & Phone Number

New York, Ny, Us

New York, United States

Atlanta, Georgia, United States

- Directed a team of LLS support representatives, balancing proactive and reactive customer interactions to improve service quality.- Analyzed performance metrics and data trends to create strategic plans addressing departmental challenges.- Provided ongoing coaching and constructive feedback to maintain high productivity and quality standards within the team.- Partnered with global peers and management to implement best practices and facilitate team initiatives.

Atlanta Metropolitan Area

- Managed, trained, and supported a team of Member Support Specialists, achieving consistent KPI performance.- Resolved escalated disputes and safety concerns by working with cross-functional teams to implement effective solutions.- Collaborated with various teams to enhance the member experience and identify process improvement opportunities.- Developed standard operating procedures (SOPs) to document processes, ensuring timely and professional issue resolution.- Designed a comprehensive onboarding program, enhancing knowledge retention for new hires.

Greater New York City Area

- Assisted the Member Support Manager in training and mentoring team members.- Addressed escalated member inquiries and concerns with urgency, consistently enhancing the member experience.- Gathered member insights to identify opportunities for operational process improvements.

Greater New York City Area

- Managed inbound customer calls, chats, and emails, identifying upselling opportunities for premium products and services.- Leveraged customer interactions and feedback to inform product development and enhance customer engagement protocols.- Supported the training team by onboarding new hires and facilitating effective training sessions.- Coordinated with internal teams and delivery partners to ensure seamless processing of customer orders, deliveries, and returns.- Served as the weekend manager on duty, ensuring the team met key performance indicators (KPIs).- Captured valuable customer insights and worked with marketing, tech, and operations teams to enhance the overall customer experience.

Greater New York City Area

- Oversaw daily operations of the customer support team, ensuring timely responses to inquiries.- Developed and maintained SOPs for customer interactions, identifying and implementing process improvements.- Provided regular performance feedback and coaching to team members to ensure KPI achievements.- Ensured team members had the training and resources needed to perform their roles effectively.

New York, New York

- Planned, executed, and reported all campaign operations with clients such as Heineken, MetroPCS, TruTV, Comcast, and more- Operated as a liaison between our Account Executives, agencies, and vendors- Prepared all post campaign reports using proof of performance photos - Communicated and facilitated with field managers while campaigns are executed- Managed interns to ensure assignments were executed in a timely manner

Master'S Degree, Adolescent Education, 3.8

Bachelor'S Degree, English