Roxanne H Email and Phone Number

• Receive incoming calls while addressing customer concerns regarding account information about orders, returns, product availability and refunds• Resolve product or service issues by clarifying the customer’s complaint • Deliver professional and quality service• Support new hires through mentor program by demonstrating service processes, resource adjudication, and integrating support with routine job functions to ensure their success • Contribute ideas and changes to improve company systems as a part of the Zu change team• Earned position in mentor program consisting of peer-to-peer mentorship and training of new hire employees.• Earned position as new hire resource consisting of assisting new hires as they learn to phish system knowledge base material to assist with success • Assist with live call experience portion of new hire training, coaching new hires on quality & technical issues as well as building rapport• Monitor multiple employees, ensuring compliance with company standards and boosting the company’s outcomes.• Assist in developing and executing a quality assurance program to include agent performance standards and workflow for the Contact Center• Conduct customer interaction reviews, and complete evaluations to constructive feedback • Assess support interactions based on internal standards• Participate in calibration sessions to maintain consistency in internal evaluations• Assist with developing standard operating procedures when gaps in knowledge are presented• Creating and maintaining all training content